Slow SIM replacement. Anyone else?

[ABC1234]

Ordered a replacement SIM on Monday.

(Issues with notifications from banking app and different number on SIM to ported one) 

It's now Saturday, and still no order confirmation. So the phone doesn't work as a phone (ordering a SIM quite sensibly stops service). Contacted CS and told I received no confirmation of order email as it's only generated on dispatch. 

Anyone else? Not sure if it's high volume slowing things during the 80gb offer, or just me. 

Cheers, ~A

[MSF]

@ABC1234 I think that you are probably right about high volume due to offers, but it's not unreasonable to expect replacement sims to be something of a priority.

In your position, I would raise it as a Complaint - as you say, you are unable to use what you have paid for.

That said, are you certain that a replacement sim will cure the issue? Isn't the phone showing the original number allocated to the sim? This can normally be corrected by either changing the number in Settings manually or else performing a network rest. It has often been covered in threads and is a well known issue.

[ABC1234]

Thanks for the reply. 

Network reset never sorted a similar issue on a previous provider, so went for just getting a SIM that carries the same number as my ported number. 

You can't edit the actual SIM on my Samsung (as I believe iPhones can), only software change it, which never seems to cut through. 

Ah well. Will give it another couple of days. Just mildly concerned as everything put out by Smarty says c.48 hrs, with only 5 days plus opening real chasing. 

A tad slow, Smarty! If there is high volume, maybe tell people. And no confirmation of order until dispatch makes for a slightly uneasy sense that things haven't been triggered quite right.

Hopefully there's a weekend shift at the SIM machine...

[Rebekah_150]

Hey ABC1234,

Your SIM should arrive within 5 working days, if it has been past this our customer care team are on hand help https://smarty.co.uk/contact available daily from 8am – 8pm.

Or here is a guide to help you order a replacement https://help.smarty.co.uk/en/articles/1215834-what-to-do-if-your-sim-card-gets-lost-or-stolen 

[ABC1234]

All of that laid out clearly in any page I click on 

The real issue is that I received no email order confirmation, and no dispatch email, as also stated in that info. Which is what made me antsy.

Postie's just been & gone. So a week without the 'mobile' aspect of a phone, lost work, and I don't doubt further issues with the next attempt to get the SIM.

Hohum.

[ABC1234]

Ordered a replacement of the replacement via the usual helpful CSA chat. 

Still didn't receive an order confirmation email, though.  So maybe if someone here has a report system within the company they might want to raise a possible email issue there. (Checked spam & junk folders, and marketing emails get through. - Gmail address.)

I don't mind a delay so much, as stuff happens, but that lack of order or dispatch confirmation emails (contrary to what the Smarty site states) creates vagueness and the sense that nothing is progressing.

Cheers, 

~A

[MSF]

@ABC1234  Unfortunately, none of us regular members will have any report system direct to the company.

It may be that @Rebekah_150 or @YulianK  can accelerate this for you as they do work for the company (Hopefully, they should now receive a note about this post)

[Rebekah_150]

Hey  ABC1234,

You should receive your replacement sim within 5 working days. your feedback is appreciated and I will pass this on.

[PaulAtk_3043787]

Hi my was like 2 hrs activated last month 

Then I turned my phone off and switch it back go to the smarty you should be activated the sim

[MSF]

@PaulAtk_3043787 I think the problem here relates to a replacement sim being sent out to this customer, rather than activating a sim.

[give-us-eSIM]

What a joke this is. eSIM solves all these issues. Move to 3 UK or Voxi and be done with it.