Switched to EE using PAC, old sim disconnected and STILL not received new SIM

[annoyedalready1]

Switched to EE from plusnet now they no longer provide mobile service. Order for 30 day rolling SIM only placed last week (27th), today my plusnet sim is deactivated and I have not received EE replacement sim. Order tracker says invalid order number when I enter the number from the confirmation email.  

How to contact EE? Who do I need to speak to? No online help only telephone number which I cannot use. Cannot see any contact email addresses on the website.

Not a good start EE!!!

[Leanne_T]

Hi @annoyedalready1 

Thanks for coming to the community. 

SIM cards can take 2-5 working days to arrive. 

If the PlusNet SIM has stopped working, you can visit any EE Store with photo ID to get an EE SIM card for your account. 

Or, please see ways to contact us on the get in touch page here. 

Leanne.

[Kirigaya_Kazuto]

Usually you use the PAC after you get your new SIM....

Are you unable to get an eSIM? 

If you need service NOW (for data), I recommend you use Lyca. it's £2 for a 30 day rolling and you can switch off auto renew and it'll just cancel - fill in fake info and away you go (it's an eSIM) 

Lyca run off EE now, so it's a good chance to check the signal/speed in your area before you commit

[annoyedalready1]

The process was handled using the PlusNet to EE migration page, which included PAC code as part of the order process. My device does not support esim unfortunately.

Tomorrow is the 5th day so we'll see if its delivered.

The contact page lists only 150 or a 07 number to contact EE - neither of which I can use because I have no working phone. Not even an online chat agent, contact form or email address.

[Leanne_T]

Hi @annoyedalready1 

You can call us from any other phone on 0800 956 6000 and the team will certainly get this looked into for you. 

Leanne.

[julshk]

2-5 days?  I've been told so many stories now 7 days in and facing losing a flight and paid work tomorrow because of the issues of being cut off well before a sim appears.  Which is it I wonder? 2 -3 days?  2-5 days?  up to 7 days? or 7-10 days?  all advised by different ee agents.  if it weren't for EE  having my 20 year old number I'd be cancelling everything right now.

[Christopher_G]

Hi @julshk 

Welcome to the community.

Number ports generally go through the next working day, one extra day if it's a bank holiday. Since it's been longer than that, I'd recommend speaking to our Mobile Care team again so they can find out what is happening with yours.

Chris

[julshk]

5 times Chris.  I've spoken with them 5 times and lied to every single time.  From lies about where the sim card is to lies about being able to cancel - I've not had a single adviser who hasn't given me an entirely different story.  Not one of them cares a jot that a new customer has been left with no way to make or receive calls.   No way to board a flight tomorrow.  One store visit - shamed for not ordering in the store.  And again lied to - online says take the order proof - store says you need a passport.  At this juncture I'm seriously concerned my 20 year one number has been lost too.  This doesn't feel like a professional company in any way, an entirely appalling customer experience. 

[annoyedalready1]

Hi julshk, I feel your pain. If it helps I was able to get this resolved EVENTUALLY.

For me, when registering the site asked for a billing address and gave me the option of adding a delivery address. Perfect I thought, since I'm living miles from home where my credit card is registered. It took several calls and online chats to find out that you cannot actually have a separate delivery address and they instead delivered to my billing address WITHOUT TELLING ME THEY CHANGED IT. 

Hope you manage to get this resolved and catch your flight

[Katie_B]

Good morning @julshk. 

I am sorry to hear you have been in touch multiple times and this is still not resolved. 

When you call our customer care team do you provide them with your ported number to bring up your account?

Upon visiting store the team should be able to provide you with a replacement SIM should you have photo ID for security. 

Speak soon, 

Katie