This topic

replacement sim

mrtilly — Mon, 02 Dec 2024 18:24:27 GMT

requested a replacement BT sim card as it was faulty. Told can't get a replacement sim as BT stoped selling sims, I explained it was a replacement not a new sim. Told I have to go to EE on a new contract, so I had to do this. Was promised the same deal as I was on, turned out it was not. I was still in contract with bt so why did they not replace my faulty sim.

Re: replacement sim

Alex_H — Wed, 04 Dec 2024 08:39:47 GMT

Hi @mrtilly,

I am sorry you have had an issue when calling up for a replacement SIM, it is still possible to get a replacement SIM on BT if needed. I see in another reply you have mentioned getting the call listened to, our team should be able to help resolve it for you based on that call.

Alex

Re: replacement sim

chrisjp — Wed, 04 Dec 2024 14:20:34 GMT

This sounds to me like BT's telephone agents using every call from a customer as an opportunity to migrate them to EE - and pocket the commission for doing so.
If indeed replacement BT SIM cards are available, as the moderator says, then the telephone agent was being "economical with the truth", to put it politely.

Re: replacement sim

mrtilly — Wed, 04 Dec 2024 16:30:32 GMT

hi EE listened to the call but would not move on the roaming gave me £20 credit. I did not wan't to move to EE but was told I must as I can't get replacement BT sim. About time Bt misleading /lying to customers was stoped.

Re: replacement sim

mrtilly — Wed, 04 Dec 2024 16:32:13 GMT

Hi yes about time BT stoped lying to customers

Re: replacement sim

mrtilly — Wed, 04 Dec 2024 16:35:07 GMT

No happy that I was told I can't get replacement sim when in fact I could.

Re: replacement sim

mrtilly — Thu, 05 Dec 2024 14:42:26 GMT

spoke to Bt today and the said they will send me Bt sim, and close down th EE one. Back on same contract. We will see how it goes

Re: replacement sim

mrtilly — Tue, 10 Dec 2024 17:12:36 GMT

Update no BT sim arrived on contacting BT was told it is now passed the 14 day cooling off period so would charge me to cancel EE sim. BT just tell you anything everyone tells you something different. I have put in a complaint but proberly a waste of time.

Re: replacement sim

Chris__S — Wed, 11 Dec 2024 08:24:41 GMT

Hi @mrtilly If you contacted us within the first 14 days, you'd not be locked into a new contract.

The SIM comes out second class, so we advise that it could take a few business days to arrive. If it's been five days now, I'd recommend giving us a call to get an update on the SIM order.

To speak to a BT guide, you'd just need to call 150 from your phone, or 0330 1234 150 from any other device.

You can find a link to our Contact Us page here

Chris S

Re: replacement sim

mrtilly — Tue, 17 Dec 2024 12:52:22 GMT

Hi I did phone as no sim arrived on checking my orders nothing for a sim so looks like it was not ordered. Told can't go back to Bt as the 14 days had passed. The sim was promised before the 14 days had passed. Put in a complaint but heard nothing. Told lies not just missold. Bt guides only interested in getting commission

Re: replacement sim

mrtilly — Tue, 17 Dec 2024 12:56:23 GMT

The never got back to me so I phoned them, they said I mis uderstood wht was said! can I request a copyof the logged call?

Re: replacement sim

Rach_H — Tue, 17 Dec 2024 17:25:54 GMT

Hi @mrtilly

Welcome back to the Community!

We know how important it is for you to be able to know what is happening on your calls so you can request a copy of your call records.

Rach

Re: replacement sim

orozz — Tue, 24 Dec 2024 23:58:00 GMT

Can you not order replacement sims through My BT?

Re: replacement sim

Peter_W — Wed, 25 Dec 2024 15:25:40 GMT

Hey there @orozz, thanks for stopping by the BT Community!

I hope you've been having a good Christmas too.

If you head over to our help page on SIM replacements, this has a link to log in to My BT and order a replacement 😊

Peter