fully paid but no sim

[icarus93]

I am paid up with EE for a mobile monthly since 13th Nov. I have sent EE a PAC code and my previous 4G supplier has disconnected my service today (24th) but I still have not received either a physical or an e-sim from EE so no way to phone them. How do I get connected???

[icarus93]

New here. Not sure how to ask a question. Help needed.

I am paid up with EE for a mobile monthly since 13th Nov. I have sent EE a PAC code and my previous 4G supplier has disconnected my service today (24th) but I still have not received either a physical or an e-sim from EE so no way to phone them. How do I get connected???

[bristolian]

First thing, it's better to start one single new post, than also add to other people's posts - you end up with the same question asked in multiple places. I've tidied that up for you.

When you port a number in, it will replace your existing number on your existing SIM. Which begs the question, what do you mean by "I am paid up with EE since 13th Nov"?

If you provide a PAC as part of an online order, it is not usually actioned until your new EE SIM is activated with a temporary number initially. So do you have an EE SIM already?

[icarus93]

No I don't have an EE SIM or a physical one. Last week (after many phone calls) they said I should have a physical SIM which would arrive today. I have a bill showing I was charged from 13Nov. 

I am not very techy on this business. When I have transferred providers over the past 20 years it just took a phone call I think.

[icarus93]

Thanks for merging the posts by the way.

[bristolian]

You do have a short time after posting to edit, negating the need for multiple short replies.

Did you order your new SIM via online/telesales, or in an EE retail store? It matters..

For orders that require the delivery of a new SIM, a temporary number is allocated initially and the PAC is held in a pending state. When your new SIM first connects to EE's network, the PAC is submitted for port-in the following working day. This avoids the scenario that you seem to be in, of having ported-in without a SIM.

If you take delivery of a new SIM in an EE retail store, you insert it into your phone to activate it and then the PAC is submitted.

All of which begs the question of, bearing the above in-mind, how have you come to port-in without a working SIM? Step-by-step, can you explain the steps you have taken?

[icarus93 · Accepted solution]

You wrote: You do have a short time after posting to edit, negating the need for multiple short replies.

Yep, I figured that out and corrected a couple of typos. As with any chatgroup it takes a while to gather how things work (especially when in a hurry). So thanks for your patience.

After two journeys cycling to the EE shop and back, it's fixed but I must post to help the next person who may have such a problem.

Getting a SIM sorted at an EE shop. 
Having run out of other options in the time available, I made the journey to the shop only to be informed that..
...to get a SIM (or what they called a 'replacement SIM') a passport or driving license is required.
So second journey, with the specified I.D. and they installed it. Working. They also said they would give me a refund for the lost days though I don't know if they remembered.

The 5G reception so far seems better than the reception I had with Three (I experienced too many blackspots with Three).
The broadband seems ok, enormous router, difficult to compare just yet. (The sticking point with broadbands for me has been intermittent drops, and not much one can do about that short of signing uup for two different broadband services.)
So very difficult to rate EE as the products seems good but the service is about as bad as any I have experienced.

So my take-away/recommendation is, if anyone is thinking of getting EE 5G, do it in the shop.
If you are thinking of getting EE broadband, be aware that – mine at least – was installed by OpenReach, who were not that respectful of the property (and they didn't have much to do as the optical cable had already been installed by Hyperoptic).