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Plusnet closure, moving to EE

Brumski

ULTIMATE Member
This seems like the logical place to post this but forgive me if it's in the wrong place.

In February I joined Plusnet as my mobile provider and have been happy with them ever since. A few months ago I got notified that Plusnet were closing their mobile services and that I would need to find a new provider.

I put it off for a while but last week I took advantage of their "Switch to EE" offers and settled on a plan and provided my PAC code.

Logical so far....

However, this is where I'm a little confused. I've had two emails from EE so far -

1 - "Thank you for your order" - This arrived within minutes and thanked me for selecting my "new plan" and provided a breakdown of my "new plan"

2 - A few days later I got a direct debit confirmation email.

However, I've scanned both emails from top to bottom and nowhere does it set any expectation(s) about a SIM card being sent to me. It all reads as though I'm an existing EE customer who's simply decided to change to a 'new plan'.

I'm well aware that Plusnet is an EE MVNO but I expected (maybe incorrectly) that I'd be sent an EE welcome pack with a new sim card in it.

Has anyone else moved from Plusnet to EE due to them closing their mobile services and if so, did you get sent a new simcard/welcome pack?
 
It's a strange one, I would call CS as they would have the best answer to this as in my mind the Plusnet IMSI ranges would be recycled back into the EE ranges.
 
This seems like the logical place to post this but forgive me if it's in the wrong place.

In February I joined Plusnet as my mobile provider and have been happy with them ever since. A few months ago I got notified that Plusnet were closing their mobile services and that I would need to find a new provider.

I put it off for a while but last week I took advantage of their "Switch to EE" offers and settled on a plan and provided my PAC code.

Logical so far....

However, this is where I'm a little confused. I've had two emails from EE so far -

1 - "Thank you for your order" - This arrived within minutes and thanked me for selecting my "new plan" and provided a breakdown of my "new plan"

2 - A few days later I got a direct debit confirmation email.

However, I've scanned both emails from top to bottom and nowhere does it set any expectation(s) about a SIM card being sent to me. It all reads as though I'm an existing EE customer who's simply decided to change to a 'new plan'.

I'm well aware that Plusnet is an EE MVNO but I expected (maybe incorrectly) that I'd be sent an EE welcome pack with a new sim card in it.

Has anyone else moved from Plusnet to EE due to them closing their mobile services and if so, did you get sent a new simcard/welcome pack?
Weird, I recently helped someone going through the same process, but they did get a SIM card sent to them 4 days after they ordered (ordered on Sunday evening, arrived on Thursday).

Try calling 500 (I think) from your phone and see whether you get any sense out of them.
 
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Thanks both. I had already tried CS without much success so while I'm waiting for that to be escalated I thought I'd ask on here as well.
 
Update - I received an EE sim card in the post today. That said there was no documentation or other form of correspondence in the envelope and no emails informing me a SIM was on way.

Maybe it's a glitch in the matrix that's only applicable to users moving from Plusnet to EE but the confusion could have been easily mitigated by better communications.
 
Update - I received an EE sim card in the post today. That said there was no documentation or other form of correspondence in the envelope and no emails informing me a SIM was on way.

Maybe it's a glitch in the matrix that's only applicable to users moving from Plusnet to EE but the confusion could have been easily mitigated by better communications.
I see they are getting you used to their normal level of customer service already…..
 
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I see they are getting you used to their normal level of customer service already…..
EE is supposed to be the best for CS though, along with Sky!

To be fair, I don't think the person I helped move over got an email either about when the SIM was posted, EE delivers by second class btw
 
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