15-05-2020 12:29 PM
Hi,. I ordered a replacement SIM because my old telephone does not work and the new one needs a smaller one. I have got the email confirming the order but, two weeks later, there is no new SIM. It seems that the payment taken is refunded but there is no any email to explain cancellation. Can anyone advise on how can I get that new SIM? I can't get through with the direct question. Thank you very much.
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15-05-2020 12:49 PM
@CrystalEyes Being refunded sounds like you need to order again as the sim got sent back to the sender.
15-05-2020 01:54 PM - edited 15-05-2020 01:55 PM
15-05-2020 05:00 PM
Thank you for your answer. When I think about it, I was never asked the delivery address when requesting the new SIM, assuming it was somewhere in the profile. But now, looking through the profile, I can't see the address either. Could you please point to me where is it so I could actually check. (It was quite a while ago that I set up the account and I think I did not intend to buy anything online).
As far as getting in touch to the Team, it seems that there is no chat for PAYG, and the telephone is not working anyway.
Thanks a lot.
16-05-2020 05:00 AM
I can not change my address as there is no "button" for it("edit" or "manage", like for email or even payment cards). I suspect the address is not there because, as I said, at the time I set the account I only intended to use it for payments to avoid going to shops with newborn baby(close to five years ago, not now).
I can not contact the CS by telephone because the latter is not working, and lines are extremely busy which I came to know when I tried to telephone to 150 from another person's device.
Is there any way to get this address issue sorted so I could re-order the smaller SIM(nano-)? Should I ask for help in the "Accounts" section? Or is it possible to order the replacement SIM through the MyEE but provide the address manually somehow? I am really sorry for bothering you but I do need my telephone working.
Thank you very much for your help.
16-05-2020 08:41 AM
Good Morning @CrystalEyes.
Thanks for getting back to us.
We have no account access here on the community, our customer care team will need to gain access to your account to update your address.
The replacement SIM will be sent to the address which is on your account.
Please continue to hold when calling 150 and a member of the team will be with you as soon as they can.
18-05-2020 12:25 PM
I re-ordered the replacement SIM yesterday but, although I got the confirmation email, the charge is not taken. How on Earth I can get a replacement SIM???
18-05-2020 12:38 PM
Good afternoon @Katie_B,
thanks for your answer.
I just would like to know can anyone pass my request to the Customer Support through the EE Community forum as I basically can not telephone 150 because my old telephone does not work and I find it inconvenient to keep somebody else's telrphone for an hour or so.
I re-ordered the SIM yesterday but the payment is not taken although I have got the confirmation email. Is it just an automated reply?! I might start ordering new SIMs until someone notices my odd behaviour and tries to contact me via email which IS available.
I am sorry for wasting your and my time but I think we go in circles. Thank you.
P.S. How can I just get a replacement, smaller SIM?
18-05-2020 04:24 PM
Is the information going to be visible to everyone?
Can it be arranged today?
Thanks a lot.