I applied online for a new SIM card on Sept 29 when your warning was received, expecting to receive a new one within a few days as promised. None has yet arrived (16 October). we are dependent on this phone for our internet banking etc, are self isolating and very senior citizens. Judging by the community forum this is not an uncommon situation. We are appalled at such thoughtless service and look forward to you remedying the situation promptly. We are in a real fix.
Thank you for replying, Emma. Certainly your replacement isn’t working and according to yesterday’s phone conversation with your colleague she said it was now deactivated. She didn’t suggest a new SIM card but if that is the easy solution then yes please!
thank you but please give us clear instructions as to what to do when new SIM received. We are obviously getting too old for all this! And it’s hard to get practical help in lockdown isolation.
We did eventually receive a second replacement SIM card for the Nokia replacement phone. And our credit was transferred. However I am unable to top up online because I cannot register for an account. It refuses to recognise me. With the previous phone pay as you go was always done at a bank ATM. This became impossible and now I cannot get access online. I don’t recall ever setting up a mobile account online but I can’t now register for one now! What to do? This is getting desperate because I imagine credit is low and we need for banking though little else in the Covid era. Please help! I am going round in circles.
Thank you for getting back to us here with an update. I'm very glad to hear that you've been able to get the replacement SIM, and have successfully got it up and running with your credit.
However, it is a shame to hear you're having some problems setting up an online account for it. Can you expand? What problem are you having exactly when you attempt to register? Does an error message appear?
Thanks for reply, Zack. I don’t get an error message as such. Screen just reverts without progress. I have both treated to ‘sign in’ and also to register an account. In both attempts it doesn’t apparently recognise my details…. Email address, surname, postcode, passwords ( the latter I’m guessing at because I don’t recall setting up an account online. Though I seem to have an account number and area number recorded, but these aren’t asked for. I also have a letter from VM received with the SIM card despatch which has an order ref and an account ref.. different from that described above.