Plan upgraded and deactivated current SIM

[jkcool]

Yesterday I upgraded the plan online. New plan was activated within minutes. Everything was working fine until today morning,  I lost signal on my phone. After several restarts, no change. When I contacted EE technical support, of course from another phone, they said a new Sim is issued.  My understanding was until I started using the new sim, the old Sim should work.  As per customer service, I will get the Sim in 2 days.  Email confirmation or the upgrade process never mentioned about a new Sim  being sent. 

Now,  2 days I am without Service.  Not a great experience. 

[Leanne_T · Accepted solution]

Hi there @jkcool 

I am very sorry the SIM has been sent to you pre-registered and deactivated your current SIM card, and I understand how important having service is. If you have an EE Shop close you can pop into the shop with photo ID and the a guide will sort a replacement SIM card and get this registered, so you can get service back sooner. 

If this will not be possible, once the SIM arrives this will be registered for to use straight away, 

Leanne.

[jkcool]

Thank you for the reply. 

During the entire upgrade process or in the email, there was no mention that I will lose connectivity.  Only when I got the new sim, I received a message that a new SIM is being issued. I had to manage without a phone. I leave for work at 7 and come back by 7. It was not possible to find an EE store and get it sorted.  

Very unpleasant experience with the upgrade process.