maybe fourth time lucky. Where are the sims going to?

[tonyGair_736458]

I have been getting in touch with SMarty at least three times now to tell them my son has lost hos phone and I need a new sim. I am assured sim is on the way and I never get it. Every time I get in touch with smarty through webchat you forget the ongoing saga and I get to explain it .... yet again. But I still get to pay the monthly fees. I am close to switching provider.

[Decembersangel]

@MSF  I got all the information from a Google search and added all the relevant links but when I pressed 'Reply' the whole post disappeared and so I added what I could remember. Thinking back on it, it may have been advice given by the AI 🤔 So Yes, you may be right that it is not possible 😕 but it may also be worth discussing it with an adviser to see if it can be done.

@tonyGair_736458 I forgot to add:-
1) If a replacement SIM had been sent out then the account it is linked to would be suspended. It is worth checking if this is the case and if not then the request was not put through (the account will be reinstated once the replacment SIM is activated).
2) You can also order a replacement SIM through his account rather than going through the Live Chat....
https://help.smarty.co.uk/en/articles/12008637-how-to-replace-your-smarty-sim

[MSF]

@Decembersangel There certainly are networks that allow a customer to use any sim as a replacement and then the network moves the account over to the sim.

I don't think that smarty operate that - I recall a number of whinges on exactly that topic.

[Decembersangel]

Hi @tonyGair_736458   

You can buy a new physical SMARTY SIM from large supermarkets, independent corner shops, or Amazon, and once you do you'll need to perform a "SIM swap" online with your existing SMARTY number to use the new SIM.

Buyng a new SIM from a shop and doing a SIM swap. There may be a small £ to purchase a SIM:-

• Purchase a physical SMARTY SIM card from a large supermarket e.g. Asda. Iceland, B&M stores, The Range or Sainsbury’s supermarket (they sell them for ~£1),  or your local newsagent or Amazon
• Contact customer support via webchat to request a SIM swap and provide the new SIM's ICCID serial number to link it to your SMARTY number. It's a unique identification number that contains 19 or 20 digits and can be found on the SIM card surround.
  
  https://smarty.co.uk/contact
  Type 'talk to a person' in the dialogue box to connect to an adviser.
  
  Hope this helps x

[MSF]

@Decembersangel  Aren't we talking about a Replacement sim here? Can you do that with a shop bought sim?

[MSF]

@tonyGair_736458 I reckon it's time that you raised this as a Complaint. You don't say what time period is involved. You say that you pay the monthly fees - how long are we talking about? What has he been doing for a workable phone?