Sim Card Replacement not received

[gilda2]

I ordered a Sim Card Replacement on 21 Sep and received EE email and texts messages that it was on its way and what to do to activate but did not received any tracking or reference number from either EE or Royal Mail. I contacted customer services on 29 Sep and they have advised that all Sims are sent first class but cannot track what happens after an order is placed and they couldn't ensure that the same issue wouldn't happen again should I decide to place another online order.  

As a customer it is disappointing that this has happened and now i have to chase up with EE as to what has gone wrong in the online ordering process. There should be a way for EE to follow up with the Royal Mail as to why they have not sent a tracking reference details to the customer for online order or a way EE can obtain the tracking details. 

[Ali_A]

@gilda2 

Sorry to hear your replacement SIM card had not arrived. The SIM is sent via standard post, which is not tracked by Royal Mail, so they'd be unable to provide a tracking number. 

It would be worth checked your address details are correct on your EE account. You can do this by visiting How do I change the address for my EE account.

For a faster service, and to ensure you receive a replacement SIM card, you can Pop into your local EE Store with photo ID for a replacement SIM  or eSIM free of charge. 

Ali  

[gilda2]

On Sun 5  Oct  EE  disabled my Orange SIM Card  that now states `Invalid SIM' therefore I have not received calls or texts for 6 days.  On 7 Oct I went to the EE branch in Edgware London for a different sized SIM only to be told they couldn't help me as they only accept a passport or driver's licence as a valid photo ID, i tried to explain that i was advised to pop in an EE store with a photo ID and was not informed that are only 2 IDs are acceptable.  I left the store with nothing resolved.

The second EE Sim arrived and i followed the instruction to activate until i got to the page where it says "we'll text one-time PIN to activate new SIM Card" so EE is going to text the PIN to the Orange SIM Card that they have deactivated!

I need to have this issue resolved as it's unfair to put a customer in this position - is there anyone in the community in the same situation and what did you do to resolve it?

[Katie_B · Accepted solution]

Good morning @gilda2. 

Welcome to the community. 

I am sorry to hear that it was not advised that EE Store's will only accept a Passport or Drivers Licence.

I would recommend contacting our customer care team to see if they can activate the SIM for you over the phone. 

Please keep us updated following your call. 

Katie