If the order gets stuck they will have to create a bridge case to get the order manually closed and that can take upto 10 days. If you like we can ask the mods to check that the case is with the correct team.
Ring 0800 800 150 and ask for the connections team (previously order management) and they'll help, it could be the order is stuck or maybe some part was a downgrade, If it was a downgrade then it'll remain open until the next billing cycle, connections will at least know why and what needs done.
The agents will have tried to get the order closed before refering it. I've asked the mods to see if they can see the status of the order for you. If you check back tomorrow they should be able to offer some advice or go back to the mobile team for an update
Most people use the community when they have issues, and not as much when things are going well so it will look like its a common issue. The percentage of orders getting stuck to getting place is low, but when issues like this happen and reported on the community it does get passed back to the mobile team.
Hopefully the mods will shed some light on the status of your order tomorrow.
Welcome to the Community and thanks for your post!
Sorry for the problems you're having activating the SIM due to the open order. I appreciate the time you have spent trying to get this sorted on live chat.
Can you send us over the details and we'll help you from here? Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.