Hi - My Auld Maw who's been a mobile P.A.Y.G until her sim card stopped working. She had around £28 in credit.
Way before the card was deactivated she requested a new Sim by phone and text, was advised that it would be sent out to her, but never received it. Weeks later she had a call asking her to confirm her address, which she did, but still never received it. My Brother/s have tried in vain to for a replacement but to no avail. She's 98 years old and relied on her mobile phone, not only for texting, but for the emergency feature her phone has. I finally managed to check out what she had been up to with trying to receive the replacement and according to her texts and calls, did actually try several times.
She has now lost all her credit, her ability to use her phone and left in 'no-mans' land with it. Being 98 she is not really tech savvy. This had been going on for months before being finally cut off.
The customer service agents kept asking her to confirm her address, which she and my Brother/s have, but no sim was ever sent to her. She's not complaining just disappointed by what happened. Thought I'd post this to let others in the same position know they're not alone and well aware the pandemic could have had a hand in the discontinuance of service.
Gordon.
