Hi. I am having a similar problem, I am in the middle of a 3 month road trip around the USA, and I get a message saying they have sent a new Sim, and my service will be disconnected in 14 days unless I switch it. 14 days !!! Thats ludicrously short for people that travel for business or pleasure, who are also likely to be most affected by loss of service.
I have tried calling, and did speak to the help desk, who were clearly ready for the question with a stock answer to 'get a family member to send it to you'. When I complained they even said they might credit my account with the fedex cost. But thats not the problem since we are moving every day and no real planned itinerary so nowhere to send it that will ensure delivery in time - and thats assuming I can arrange someone to find it and send it since our mail is being held. I asked if it was possible to NOT disconnect service till we return, but it seems they are 'switching off the transmitter', and since then I have a few texts - the latest today telling me I have 4 days to switch!
I now realise that the note about 'changing your Sim to enhance our service', really should have said, "we are turning of the current transmitters and migrating to new ones on xx date', if you will be travelling or out of the country around this time please contact us so we can ensure you have a new Sim in good time." Instead some marketing idiot things its better not to tell us what is really happening until its too late.
An appalling failure in customer service, be grateful if anyone has had any other suggestions or success in getting this 'switch off' delayed. Much like others travelling I will lose access to banks and credit cards that require OTP.
A very cross soon to be ex customer
