Replacement sim from EE

sarah7610

Hi,
Recently my daughter had her mobile phone stolen. She reported it to EE who blocked the phone and sim.We were told to go to the EE shop and get a replacement sim for free.

(The phone is on contract through her dads account)

When we got to the shop we were told that she couldn't have a new sim unless her dad came into the shop but said he could phone EE and get them to send one which is what we have just done.

We were told that we would have to pay £10.50 postage costs!!!

Is it just me or this a massive rip off? How big is this sim card to cost £10.50 postage anyway???

Thanks and rant over

d123

Only the account holder can order a replacement sim instore (obviously, the possibility of fraud should make that apparent), there is a charge of £10.20 for the replacement sim.

From the EE website:

Please note: Replacement SIMs cost £10.20 for EE pay monthly and pay as you go customers.

If you're a pay monthly customer, the charge will appear on your next bill.

If you're a pay as you go customer, we will deduct £10.20 from your pay as you go balance. Please make sure you have enough credit on your account to cover this.

Please tick the box below to show you agree to this charge.

http://ee.co.uk/ee-and-me/order-a-new-sim

unforeseen

Replacement sims should be free in the event of theft

http://ee.co.uk/ee-and-me/order-a-new-sim is referring to a new sim because your new phone uses a different size.

I ordered a new one recently over the phone due to losing the sim card (removed to use a different provider). The sim was replaced at no cost..

d123

unforeseen wrote: »

Replacement sims should be free in the event of theft

http://ee.co.uk/ee-and-me/order-a-new-sim is referring to a new sim because your new phone uses a different size.

I ordered a new one recently over the phone due to losing the sim card (removed to use a different provider). The sim was replaced at no cost..

Theft was always a chargeable sim when I worked there, the only free replacement sim was if it was faulty.

Are you sure it has changed (and why haven't they told the EE store or the CSA that the person in store phoned)?

More likely the CSA you spoke to did you a favour and used the "faulty" drop down for your order which is zero rated.

Edit
As I said (or are you going to dispute this link as well? )

If you've lost your device or had it stolen call us immediately.

Call 150 from an EE handset or 07953 966 250 from any other phone (at local rates).

Or call +44 7953 966 250 from abroad (at international call rates).

We can help

If you're calling from a pay phone, we can call you back.
We can call a partner or parent for you, to explain the situation.
We can block your lost device so it will be unusable on our network. You can add a password in case you find it later.

We'll send you another SIM card. £10.21 will be taken from your balance or added to your bill to cover our costs for this.

http://ee.co.uk/help/safety-and-security/security/lost-or-stolen-device

unforeseen

I am not disputing the link (which isn't even your original link), only stating what happened to me in reality

The fact that EE would really charge to replace the sim as a result of theft sums them up.

mobilejunkie

Why? THEY didn't lose it.

d123

unforeseen wrote: »

I am not disputing the link (which isn't even your original link), only stating what happened to me in reality

I'm sorry I didn't write in a plain enough manner for you to understand, I did say "are you going to dispute this link as well", I thought that would clarify its a different link.

I can also apologise for having the temerity as an ex-employee for daring to challenge your wide ranging and extensive experience of a single sim change...

unforeseen wrote: »

The fact that EE would really charge to replace the sim as a result of theft sums them up.

Like most networks, if it's their fault (eg a faulty sim) they will give you another one for free. If it's your fault why should they subsidise your carelessness?

unforeseen

d123 wrote: »

I'm sorry I didn't write in a plain enough manner for you to understand, I did say "are you going to dispute this link as well", I thought that would clarify its a different link.

I can also apologise for having the temerity as an ex-employee for daring to challenge your wide ranging and extensive experience of a single sim change...

I accept your apologies

Like most networks, if it's their fault (eg a faulty sim) they will give you another one for free. If it's your fault why should they subsidise your carelessness?

Wow! EE class theft as carelessness. Says it all

I suppose you could class me losing my sim as carelessness BUT they replaced it FOC and it was only a PAYG to boot. So not set in stone, much as you would like it to be.

I note that you thought the CSA may have flagged it as faulty even though I explained the circumstances. That is more of a worry. You are claiming that the CSA falsified records and lost the company money by not billing correctly

d123

unforeseen wrote: »

I accept your apologies

No problem, I forgot that on internet forums it's probably better to cater for all levels of intellectual ability.

Wow! EE class theft as carelessness.

So how would you categorise leaving a phone in the pub? Or on the bus seat? Or dropping it into the sea? Forgetting it under a bridge?

The height of care in your world then?

sarah7610

d123 wrote: »

Only the account holder can order a replacement sim instore (obviously, the possibility of fraud should make that apparent), there is a charge of £10.20 for the replacement sim.

From the EE website:



http://ee.co.uk/ee-and-me/order-a-new-sim

Is that not what I just said???

sarah7610

It appears that nobody actually got that I was talking about the amount of money they charge for postage. I can send an encyclopedia through the post for less than what they wanted to send a tiny almost weightless sim!