How hard can it be to get a second SIM?

[chrisindevon]

I recently called EE to order a Sim for my iPad. They said they would send me an email with the QR code in it so I could get up and running straight away. The email never came. I called EE a couple of days later and they said it was a physical SIM card in the post instead. When it eventually arrived, I put it in my iPad but I could not activate it. I called customer support and they could not activate it either saying it had never been sent even though I had it in my hands.

I asked EE to cancel that Sim and order a new one. They said they would send me an email with a QR code in it, but once again no email was ever received. So now waiting to see if anything comes through the post, as i’m not willing to waste my time spending half an hour with customer support going in  circles with no result.

I can’t believe how hard it is to spend my money! EE customer service advisors are very nice and friendly but unfortunately they seem to be dealing with a broken system.

[Peter_W]

Hi @chrisindevon. 

Welcome to the EE Community, and I'm disappointed to hear you've not had the best experience when trying to add this new SIM. 

Was this SIM you ordered a brand new contract, or was it an additional line alongside an existing contract with us?

If it's the latter, can you see the new SIM in the Manage section of the EE app?
Peter

[chrisindevon]

Hi, it was an additional line alongside an existing contract, but the number was not listed on the SIM section of the EE app. The customer services rep said he couldn’t see the number either, other a  “reserved” listing.

He said that usually happens when the SIM has not been posted out yet, but I had it in my hands!

I still don’t understand why EE just can’t send out an email with a QR code to install an eSIM. One customer rep I spoke to on Sunday said they can’t do that that at weekends, which sounds a bit odd.

[Chris_B]

@chrisindevon  you have checked your spam folder in case the email landed in there ? 

[chrisindevon]

Yep, I’ve been watching the spam folder like a hawk, but nothing there either.

[Peter_W]

Thanks @chrisindevon, if they mentioned being able to locate a reserved number, this indicates that possibly the order has gone through, but something hasn't quite gone right with the activation. 

This is something we are absolutely able to fix, but it does require a ticket to be raised so our offline support teams can get this resolved. 

We recommend up to 5 working days, but it can be quicker than that too; what was the last update you had, or did they opt to place another order?
Peter

[chrisindevon]

We agreed to cancel that SIM and placed another order which hopefully will arrive tomorrow. 
This really shouldn’t be such a difficult thing to achieve.

If there are problems with the second SIM I’ll try a different network.

[Peter_W]

Thanks for explaining there @chrisindevon.

Please keep us posted with how things go with the new order. 

Fingers crossed it won't be the case, but if you encountered the same issue it is something we can fix, but it's absolutely up to you if you'd prefer not to wait.

Peter

[chrisindevon]

The first Sim card I ordered, which customer services could not get activated, strangely appeared on my list of devices on the EE app today. So I popped it in my iPad out of curiosity, and suddenly everything is online and working. Good thing I didn’t throw it away I suggested - it would be a bugger to find a nano SIM in the bin!

However, in theory, I now have the replacement Sim on its way to me in the post. I presume if I don’t use it, I won’t be charged for it?

My estimated bill for later this month is double what it should be, but I’m hoping this will come down to the real figure before I receive my bill?

[Rach_H]

Hi @chrisindevon 

I'm so glad to hear your SIM is now working as we'd expect. This is fantastic news!

Once your replacement SIM arrives I'd recommend getting back in touch with our team, just to be sure your current SIM isn't deactivated in favour of the new SIM you receive.

Rach