New SIM Woes

[LAM09]

On Tuesday 8th June,I reported that my SIM card had an intermittent fault and I needed a new one. The operator said they would send me a new one, but DISCONNECTED my old sim at that time. I did not ask them to do this!

On Wednesday 9th June my SIM stopped working altogether. I was told that this was because a new SIM was ordered. So I requested that a digital SIM be sent to my phone. The operator said that they did that and had activated it. That it would take 24 hours to work.

On Thursday 9th June, my SIM card arrived. I have put it in my phone BUT in order to activate it, I have to receive a text PIN. I cant receive a text SIM because my SIM isn’t working. The digital SIM has still not installed and is not working.

I still have no service to use!!

I have scanned the QR code to speak to support. The QR took me to the EE app, which said I had a 30 min wait. I went back to my phone after 5 mins to see that the app had timed out and logged me out.

NOTHING SEEMS TO WORK HERE!

I then went back to ee online via my browser and the Support said they wanted to send me a NEW SIM!  I said Im using the SIM that arrived today and she? said, sorry about that I will send a new one free of charge. I asked what difference that will make because I cant receive text messages to activate the SIM, if the SIM isnt activated yet.

She is now saying  I need to go to the Store.  Im honestly livid.  I have no EE store near me.  It would need me to book time off work to do this and I cant right now. I have had no phone for days

Why is this service so BAD?

Why cant they just activate my sim?  Send the pin to my email?  ANything but this??

[bristolian]

It's normal that when a SIM is replaced, the existing one is deactivated - you can't have multiple SIMs on the same number simultaneously.

I suspect that getting your SIM replaced via an EE shop will ultimately be the quickest way to do this in-person using alternate verification methods.

[Katie_B]

Hello @LAM09. 

Welcome to the EE Community.

@bristolian is right, our store will be able to provide you a replacement there and then providing you have photo ID. 

A member of the team will also be available to set this up. 

Katie 🙂

[LAM09]

I already said I can't get to the store.

I don't understand why you have to receive a text pin to activate the SIM via the browser if you have no working phone. 

Why can't that pin be emailed 

[Katie_B]

Hi @LAM09. 

Pins can't be emailed for security reasons. 

Did the agent you last speak with order you a replacement SIM to be delivered?

Katie 🙂

[LAM09 · Accepted solution]

Do you not see how ridiculous it is to deactivate my SIM and then say I can only activate the new one by receiving a text!  HOW?  When my SIM has been deactivated.

In any case, Ive now installed the Digital SIM  - I had to open the QR code in the browser, copy the URL and then paste it in "manual install".  This has got my phone working again.

No one at EE could offer me this simple practical advise.  I had to figure that out on my own