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Upgraded existing service but sent new sim?

  • 19 October 2020
  • 3 replies
  • 66 views

I upgraded my service package to get more data and this has been done with my existing sim and number.  An attempt to deliver a new sim has been made, however there was no one in to receive it.  Also, a postage payment of £1.50 was required which I don’t intend to pay.

My questions are:

Why have I been sent a sim when I am already with ID Mobile?

Why has the correct postage not been paid?

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Best answer by Ryan 22 October 2020, 13:10

Hi @David B,

Sometimes a new SIM card is issued just in case the new SIM card is intended to be used in another phone; it allows you to change the size of it if the new phone uses a different size but as you have kept the same phone, it shouldn’t be needed.

In regards to the postage charge, all postage from us is fully paid so you shouldn’t be charged and this is the first time I have ever heard of this happening to one of our customers. Is it possible that something else was delivered at the same time which generated the charge and it has been mixed up?

Ryan

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3 replies

Userlevel 7
Badge +9

Hi @David B,

Sometimes a new SIM card is issued just in case the new SIM card is intended to be used in another phone; it allows you to change the size of it if the new phone uses a different size but as you have kept the same phone, it shouldn’t be needed.

In regards to the postage charge, all postage from us is fully paid so you shouldn’t be charged and this is the first time I have ever heard of this happening to one of our customers. Is it possible that something else was delivered at the same time which generated the charge and it has been mixed up?

Ryan

Hi Ryan,

Thanks for explaining about the SIM card which has now arrived.

Regarding the postage charge, it was indeed for a completely unrelated item.

Many thanks,

David.

Userlevel 5
Badge +7

Fantastic @David B.

 

Glad we’ve been able to assist. Please let us know if ever you need anything else.

 

Will

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