Sim not sent with new phone

[Fifimaguire]

I’ve joined EE at the weekend. Or at least I have tried. As a new customer I placed an order on Saturday, received a new phone on Monday, but no sim! After 2 phone calls and about an hour in total on hold I’ve been told this was a known problem and I now have to return my phone(firstly I have to phone another number) and then they will send out another phone and a sim. This seems crazy. I’m away on holiday in a couple of days and really wanted my new phone to take away. Anyone know anything else I can do? 

[Christopher_G]

Hi @Fifimaguire 

Welcome to the community.

Did our customer service team say why you have to return the phone? You could get a replacement SIM card from an EE Store, if the problem is only that you didn't receive your SIM card.
Chris

[Fifimaguire]

Yes, they do. I even questioned if I could go into a store and they said I would still need to send the phone back. Being able to go into the store makes much more sense!

Sent from my iPhone

[Christopher_G]

We don't have access to your account here in the community, so I'm not aware of the reasons why they're asking for it to be returned, @Fifimaguire. If you want to pop into the nearest EE store, they'll do their best to explain and help.

Chris