any idea what to do to get my problem solved

[Paddyreilly187]

i’m not sure if i have come to the right place to ask about the situation but i just wanted to see if anyone could help me out with a way i can solve my problems what happened i have a contract that had just expired and i was getting a upgrade so i took the sim card out of my old ipad for when i got the new one and it suddenly disappeared on me and its been used so when i went to the store to sort out my upgrade i had to tell them i had no identification because i had it stolen when i was out one day and it was just a day that i needed it for something and it was stolen and the young lady who was serving me said that it’s okay about not having any identification but i have to leave a deposit that is refunded soon as i come to pick up the ipad because they had to order it so it was just to make sure i turned up to get it and i did and i had explained to her about the sim card because i didn’t want to keep paying for it if i didn’t have it but when i got the ipad it never came with a sim and she told me that i can use the one i have but i don’t have it and to get it cancelled so whoever can’t keep using it and for me to get a replacement i have to show identification and i said you have just handed me a new ipad worth a good few hundred and i have to bring identity to get my sim replaced so i had to leave it and go buy i was just looking at my account on the app and it said my data usage and it renewed tomorrow and it really got me annoyed to put it mildly so i just thought i’d see if anyone had any solutions my first replacement identification should be with me middle of next week but i don’t want someone else using something that i’m paying for without my permission and i don’t think anyone would really so any advice would be appreciated thanks and i hope everyone is having a great day 

[XRaySpeX]

What is the "it" that suddenly disappeared on you & how did it?

[Northerner · Accepted solution]

Hi @Paddyreilly187 

Just order a replacement SIM card online https://ee.co.uk/help/mobile/getting-started/sim/what-is-a-sim-swap

The original one will be cancelled. 

Thanks 

[Paddyreilly187]

hello i first want to say thanks for your reply but my problem is i can’t phone because i can’t speak anymore because of throat cancer and when i went to the store i had to have photo identification and i don’t have any at the moment because my bag was stolen and my identification was in it so that is the problem i just can’t get sorted until i get new identification delivered and i just wanted to get it stopped so whoever has to stop using it you know what i mean hopefully the first part of my identification should be here this week and i will be able to get it done so thank you again for your help 

[Christopher_G]

Hi @Paddyreilly187 

In order to get a replacement SIM card, we need to go through security steps with you. I understand this may be difficult in your current situation.

Have you tried using the Text Relay service to speak with our Customer Support team? They'll then be able to help get a replacement SIM card ordered for you.

Chris

[Paddyreilly187]

thanks for your reply but i’m not sure if i said but i’m sure i did but i lost my ability to speak 7 years ago because of surgery to remove cancer from my throat so calling is a problem and i went into the shop i normally use to get things done and the only photo identification i had was my disabled freedom pass and my national disability card but they only take passport and drivers licence so the young lady in the shop called up customer service to try to get it done and waited 45 minutes to get through and she was told that i had to use relay so she downloaded it on my phone and called and we waited for so long we gave up i was a bit annoyed to be honest because i just want to stop someone else using what i’m paying for and i can’t seem to do it crazy i’m sure she could have helped the lady who called as she works there and i’m a customer that they no but i walked out with nothing achieved i just don’t know what to say but thanks for your advice 

[Christopher_G]

Hi again, @Paddyreilly187 

I'm sorry to hear that you haven't managed to get this sorted. Did they manage to report it as lost/stolen when you were in the store?

Do you have a passport or driving license that you could take in-store?

Chris