Rejoining Smarty -- no sim sent

[DavidBa_1842118]

I rejoined Smarty over the weekend but I am still waiting for a number to be allocated so my SIM has not been posted to me yet.  My wife joined at the same time and has already received her SIM.  I am wondering if there is some system problem at Smarty that means rejoiners fail to get a new SIM if they use the same email address.  Has anyone else had this experience?

[MSF]

@DavidBa_1842118 If you have used one email address, then you can only order a second sim as a "nickname' sim within a group. Otherwise, each account requires a different email. I wonder if this has confounded the system as you tried to use the same email?

Take a look at the help article:https://help.smarty.co.uk/en/articles/3417277-what-is-a-group-plan

[DavidBa_1842118]

No MSF that is not the issue.  My wife joined with her own email address.  I am saying I rejoined at the same time but I have yet get a new SIM created or posted to me.  It looks stuck in the system to me.

[DavidBa_1842118]

My status remains as  --- Awaiting number...

Your phone number hasn’t been assigned yet. This happens automatically. When that’s done and your SIM has arrived you’ll be able to activate your service from here.

[MSF]

@DavidBa_1842118  Thanks for clarifying - I thought you meant that you were both using the same email! (it happens!)

Did you rejoin with via the same account? I wonder if the system is confused because there is an old and a new account with the same email?

Or, then again, perhaps post is running at snail's pace but just for you and not for "she who must be obeyed"

[DavidBa_1842118]

No my number hasnt even been allocated so it is not in the post.  I am thinking of using a different email address and signing up again but I teally shouldnt have to

[MSF]

@DavidBa_1842118 My understanding has been that a number is allocated when the sim is activated.

I would expect that to be because many sims must be sent out e.g. extras to give to friends to sign them up - and I'm sure that loads of them are never used.

[DavidBa_1842118]

No it means the sim hasnt been created.  If it had been posted I would have the option to Activate not a message that no number has been allocated.  I tried to create another account but it wont accept my PAC code as obviously it is already in the system.  So unless someone fixes things I would have to wait a month to get a new PAC

[MSF]

@DavidBa_1842118  Did you try web chat with Smarty Support? They can see what is happening with your account.

[DavidBa_1842118]

I tried but I cannot get to a person it just gives unhelpful responses.  I found an email address but they just said it is lost in the post and reorder the sim.  Maybe after 5 days I will get the option but I doubt it - catch 22

[MSF]

@DavidBa_1842118  Perhaps raise it as a Complaint via the web page? This may reach further up the food chain.

[DavidBa_1842118]

I found an old Smarty family and friends SIM that has not been activated.  But I don't think I can use it since my PAC code is linked to my new account - is there any way around this?

[MSF]

@DavidBa_1842118  The only people who could change anything would be Smarty Support Team via web chat I'm afraid.

[DavidBa_1842118 · Accepted solution]

This is now resolved.  I eventually got someone one the Smarty Support Team and I used my family and friends sim.  My number should be switched over tomorrow.  It seems I may have had a fat finger with my date of birth so it needed to be verified.  Unsure if that was the hold up.  Was told also rejoiners cannot use the same account but I am using the same one.  PAC number wasn't getting accepted when I tried to raise another account so definitely needed a human support person.  Pity they hide behind chat bots.