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bobm01
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Replacement sim requested several times, Customer Services waste of time

Over the past several months, I’ve requested a replacement SIM 4 times, as my current one will not connect to 5G (I’ve checked my sim in my wife’s iPhone and the sim will it connect to 5G. But my wife’s SIM in my iPhone will connect, so I know it’s not 5he phone). The first 2 requests the agents told me to get in touch with Apple, even though I explained that I had already proved it is a SIM issue. Each time I’ve requested I was told that a replacement had been ordered and on the first 3 occasions I received an email stating this, on the last occasion, I didn’t even get an email and they was reluctant to send me one as I had already requested 3 already. I’ve pointed out that on each occasion I have not received a SIM and  being forced to use a faulty SIM. I even offered to pay for postage so it can be tracked, but was told I could not do that.

So can anybody help here to actually get me a replacement SIM or should I just find another provider, where their Customer Services are actually there to help the customers 

 

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enlli
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Message 2 of 16
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Re: Replacement sim requested several times, Customer Services waste of time

Replacing the SIM will not help. To get 5G you either have to take out a new contract or wait until you are moved off EE and onto Vodafone. Most likely your wife is in one of those categories 

Whatever is written on the packet all SIM cards with a purple band are capable of 5G

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bobm01
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Message 3 of 16
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Re: Replacement sim requested several times, Customer Services waste of time

I’m already on a 5G contract, like I explained in my post when I swop the SIMs in my and wife’s phone, she then can’t connect to 5G (with my SIM) but I then can connect to 5G with her SIM in my iPhone 

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Zoie_P
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Message 4 of 16
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Re: Replacement sim requested several times, Customer Services waste of time

Hi Bovm01,

Please do not multi post. As this can take away us responding to other customers, I can see you have posted on another thread and have been messaging with our team.

Zoie

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bobm01
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Message 5 of 16
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Re: Replacement sim requested several times, Customer Services waste of time

Apologies for that didn’t realise I had. Will the person who contacted me yesterday come back to me as I sent my details but they haven’t replied. 

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David_Bn
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Message 6 of 16
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Re: Replacement sim requested several times, Customer Services waste of time

Thanks for coming back to us @bobm01

 

I understand that you have been messaged on Saturday afternoon

 

Can you please check your inbox to ensure this has been received? If so, please drop a response to my colleague

 

Kindest regards,

David_Bn

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bobm01
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Message 7 of 16
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Re: Replacement sim requested several times, Customer Services waste of time

I did have a response on Saturday asking for details of the mobile number, my name, address and 3 letters from my password.But I have had no response, after sending the details asked. A. Copy of the dialogue below.

 
Re: Replacement sim requested several times, Customer Services waste of time

Hey @bobm01,

 

Can you confirm the following please


[deleted]


Thanks
Steven_L

bobm01_1-1632144553159.png

 

 
bobm01
Saturday

 

[deleted]

 

 

 

 

[MOD EDIT: Personal and private information has been removed from this post.]

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enlli
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Message 8 of 16
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Re: Replacement sim requested several times, Customer Services waste of time

Posting personal information in the open public forum leaves you open to hacking.

No doubt a mod will remove it before any harm is done 

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Steven_L
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Message 9 of 16
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Re: Replacement sim requested several times, Customer Services waste of time

Thanks for coming back to me and confirming your account details @bobm01.

 

There seems to have been an error with the system that has stopped the update that I sent being shown.

 

I arranged for a new sim card to be sent out to you on Saturday and it should be with you in the next 2 to 3 working days.

 

Please let us know how it goes once you have received the new sim card.

 

Regards,

Steven_L

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bobm01
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Message 10 of 16
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Re: Replacement sim requested several times, Customer Services waste of time

Thanks for coming back, when I look at the order it shows my sons number ending in 0550, but my number the sim I’m having problems with ends in 7133, can you confirm that it is for the correct mobile number please

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