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A month since signing up I still don’t have a SIM

AndrewM_2979035
SMARTY Rookie
SMARTY Rookie

I’m very unhappy. First SIM had not arrived after 11 working days so I ordered a replacement. It was dispatched in the 14th October. It’s now the 2nd November. No SIM. I cannot order another SIM on the system and I’m told to wait for the 2nd to arrive!!!!! What if it never does! I have also been charged for a months service when I have been unable to use the service.  Very unhappy. Royal Mail is probably the problem but no help from SMARTY

2 REPLIES 2

MSF
SMARTY Guru
SMARTY Guru

@AndrewM_2979035 You need a web chat with smarty Support Team. If they do not resolve it, raise a Complaint.

As forum members like you, we cannot make this right for you directly, unfortunately.

SmartyTrousers
SMARTY Motivator
SMARTY Motivator

You are right that this is most likely a Royal Mail issue. I've had several SIMs from Smarty in the past and almost all of them have arrived the next working day.

While you have paid for your first month upfront, the month's service won't start until you activate the SIM, so you won't be losing any of the service you've paid for.

If you're tired of waiting for a SIM to arrive, you might want to just pick one up from a shop. Note that you would need to log out of the Smarty account you've already created before activating the shop-bought SIM, and would need to create a new account (with a different email address) as part of the activation process. Be careful when doing this (do not choose the option to log into an existing account) because lots of people seem to somehow end up ordering a new SIM through the post instead of activating the one they've got from the shop.

Once the shop-bought SIM is up and running, you would then need to log into your original Smarty account and chat to support about getting a refund for your original order.