New phone nightmare

[Pilko72]

I have upgraded my phone and the sim isn't working in my new phone. And i have no network in my old phone. I have no network and no access to another phone to call 

[Pilko72]

I've upgraded , neither my new or old Sims work 

[Linzi_H]

Hi @Pilko72 

Welcome to the Community. 

Just so I'm reading things right here, the old SIM and your new SIM don't work in either your old phone or new phone?

Speak soon,
Linzi 

[Pilko72]

Yes that's correct, my old sim has been deactivated, I am disabled and I need my phone 

[Rach_H]

Are both your old and new phones with EE @Pilko72?

Rach

[Pilko72]

Yes both of them are, I've spoke to customer services last night for 90 minutes once my son was home as I had to wait for a working phone. And given the fact that I was accused of ordering 2 new sims which wasn't the case ,I will be making a formal complaint and speaking to the regulator. As I'm disabled and rely on my phone this "mistake" has caused me alot of stress and problems and I still have no working network since Saturday evening 

[bristolian]

For general info, a replacement SIM is often supplied with upgrade phones incase, for whatever reason, there's a problem with your current SIM or it doesn't fit a new phone. If your existing SIM is working and fits your new phone, there's no need to unnecessarily replace it.

Ofcom, the industry regulator, doesn't deal with individual customer complaints but refers you to EE's formal complaints process.

[Rach_H]

Did the team advise what the next steps would be @Pilko72?

Even if both SIMs are on your account, you do have 14 days to cancel without any penalty. 

Rach

[Pilko72]

This information was not given to me, I ordered 2 phones on 2 lines , both were sent with new sims and a text to activate them .we did that and one was OK and the other (mine) wasn't. The reason given to me for my disconnection was because a new sim was ordered when setting up the phone. I didn't do this ,neither have I had any confirmation of a new sim or the money taken. As for the 14 day cooling off that's not a solution for ee's error. I have been a ee customer for many years ,several of them with multiple phones. Yet the only recourse is I have to wait for a new sim and have to pay for a handset and tariff I cannot use which has also left me in a vulnerable position 

[Pilko72]

Their response was to wait for another sim or go to an ee shop which I can't get to.