topic Re: Replacement SIM wrongly treated as Upgrade in Account and services

Replacement SIM wrongly treated as Upgrade

JayDee7 — Sun, 28 Sep 2025 07:11:57 GMT

I accidentally blocked my SIM card half way through my 12 month SIM only contract, so I ordered a replacement over the phone. I noticed on my account that my contract has been renewed and now has another 12 months to go before it ends. I made a complaint and was told this has happened a lot, and the contract end date will be corrected in a month from now, don’t worry. Has this happened to anyone else?

Re: Replacement SIM wrongly treated as Upgrade

CodeConquoror — Sun, 28 Sep 2025 10:27:39 GMT

Yes, happened to me a few days ago after ordering a replacement sim

Re: Replacement SIM wrongly treated as Upgrade

PeteG — Mon, 29 Sep 2025 08:43:39 GMT

Hey there.

Ordering a replacement SIM isn't the same as renewing a contract, so the commitment should not change. It might be best to check in with the support team to see if this is just a temporary issue with how it's appearing, or if a mistake has been made.

Pete.

Re: Replacement SIM wrongly treated as Upgrade

jh2025 — Tue, 30 Sep 2025 11:26:20 GMT

Also happened to me 26/9 - I've been on to support and they say it is a system wide error that they are trying to correct. For now the new minimum term is showing on my plan.

Re: Replacement SIM wrongly treated as Upgrade

jh2025 — Tue, 30 Sep 2025 11:28:16 GMT

Also happened to me with replacement sim ordered 25/9 - new minimum term of 12 months applied to my plan when it was out of minimum term. I've been on to support who are saying it is a system error and they are trying to get it resolved.

Re: Replacement SIM wrongly treated as Upgrade

JonathanB — Tue, 30 Sep 2025 15:56:11 GMT

Hi @jh2025,

Sorry to hear you've been affected by a similar situation. It definitely sounds like an error, if there was no discussion of taking or renewing a plan. Did the team advise when they'd be back in touch. Please let us know how this turns out, or if you need any further support with getting this sorted out.

Thanks,
Jonathan

Re: Replacement SIM wrongly treated as Upgrade

JonathanB — Tue, 30 Sep 2025 15:57:25 GMT

Hi @JayDee7, @CodeConquoror,

Have you been in touch with customer services as Pete suggested? What have they advised?

Thanks,
Jonathan

Re: Replacement SIM wrongly treated as Upgrade

jh2025 — Tue, 30 Sep 2025 17:47:07 GMT

They said its a known issue being looked at and they'll be in touch to let me know when it is resolved. No timescale mentioned.

Re: Replacement SIM wrongly treated as Upgrade

JayDee7 — Tue, 30 Sep 2025 18:27:45 GMT

Yes, customer services said it’s a system error which they are working on, and hopefully the contract end date will revert back to the original end date on October 28th. Fingers crossed for all of us. 🤞🏻😬

Re: Replacement SIM wrongly treated as Upgrade

JonathanB — Wed, 01 Oct 2025 08:27:25 GMT

Hi everyone,

Just to update and reassure you, I've made some enquiries and confirmed there's a known fault being worked on matching the issue you've described. It should be fixed soon, and anyone affected will be reverted to their correct term dates again.

Thanks,
Jonathan

Re: Replacement SIM wrongly treated as Upgrade

JonathanB — Wed, 01 Oct 2025 16:24:26 GMT

Hi everyone,

I received word that this fault should be fixed. Please let me know if everything is correct when you login online or on the app?

Thanks,
Jonathan

Re: Replacement SIM wrongly treated as Upgrade

JayDee7 — Wed, 01 Oct 2025 19:42:04 GMT

Mine is still showing the contract runs until 24th September 2026 so I’m still waiting for mine to be put back to the original date of 10th March 2026. Thanks for looking into it, and letting us know it’s being looked into.

Re: Replacement SIM wrongly treated as Upgrade

JonathanB — Thu, 02 Oct 2025 14:12:04 GMT

Thanks for checking @JayDee7, I was advised that the fix was happening yesterday, but I'll see if I can find out more. Hopefully just as simple as it taking time for the corrections to feed through to the online accounts.

I'll let you all know if I can find out any more, or provide any further advice.

Thanks,
Jonathan

Re: Replacement SIM wrongly treated as Upgrade

JayDee7 — Thu, 02 Oct 2025 16:56:46 GMT

Thanks, you’re a star 🙂

Re: Replacement SIM wrongly treated as Upgrade

jh2025 — Fri, 03 Oct 2025 16:53:53 GMT

Not fixed for me yet but like you say hopefully fix in a few days

Re: Replacement SIM wrongly treated as Upgrade

JayDee7 — Fri, 03 Oct 2025 16:58:38 GMT

Mine isn’t either, but I was told by the person I chatted online with in the complaints department that it would be fixed on October 28th for some reason. If it doesn’t get fixed I will have to resort to cancelling my direct debit in March when my actual 12 months is up. Hopefully it won’t come to that. 🤞🏻

Re: Replacement SIM wrongly treated as Upgrade

JayDee7 — Sun, 05 Oct 2025 01:15:25 GMT

Just an update - I have checked my account this morning and I’m happy to see that my contract has been reverted to the original end date, only 6 months left. I hope everything is soon back to normal for everyone else affected. Thanks for your help. 🙂👌

Re: Replacement SIM wrongly treated as Upgrade

jh2025 — Sun, 05 Oct 2025 18:43:16 GMT

Update on my situation - minimum term has now been reverted back to my previous date