Still waiting for replacement SIM – can't access number or request PAC

[AlexDaj]

Hi everyone,

I'm honestly losing patience at this point. I requested a replacement SIM from EE on 26th May, and it still hasn’t arrived. In the meantime, I’m completely stuck because:

I have no access to my number, as the old SIM stopped working.

The MyEE app requires SMS verification, which I obviously can’t receive.

I can’t text PAC to 65075 because my SIM is inactive.

I can’t call customer service from my EE number.

And before anyone asks, I don’t have any other UK numbers I can call from.

Also, going to an EE store is extremely inconvenient for me due to my location and work schedule.

All I want is to leave EE, keep my number, and switch to another provider using an eSIM.

But I’m locked out with no working method to request a PAC code — and no alternative path being offered.

Is there any official way to request a PAC without SMS access?

Or any way to speak to a human being who can help with this?

This is honestly unacceptable. Please, I just want to move on.

[garybs29]

Only way iis calling or going to a store with id. Not exactly fair to put all the blame on EE either, it's your choice to not have access to another phone & not to go to a store!

[AlexDaj]

And it's their choice to not have a direct customer service chat and to not provide a tracking number sending a sim as all the big companies do in 2025.

[Michael_D · Accepted solution]

Hi @AlexDaj 

I understand you want to get your hands on your replacement SIM as soon as possible. I would have expected it to have arrived by now for when you ordered it.

When a SIM is sent out, it is just by standard post so there isn't a tracking number available for this, and would normally arrive within a few working days.

If you haven't received it yet, it would be a case of either giving us a call from another phone or going to an EE store with photo ID to get another one.

We do have a chat option available, but this is in the EE app, under the Help section then Message Us, so if you aren't able to access the EE app that is not going to be an option.

Michael

[bristolian]

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@AlexDaj wrote:

And it's their choice to not have a direct customer service chat

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Live-chat is available via the myEE app for pay-monthly customers - but this does need a means of verifying that you are a live customer. Registration via SMS before using the app seems a perfectly reasonable method to me.

I'm unsure what difference a tracking number would make, to a replacement SIM delivery.