Replacement SIM wrongly treated as Upgrade

JayDee7 · ‎28-09-2025

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?

JonathanB · ‎01-10-2025

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

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JonathanB · ‎30-09-2025

Hi @JayDee7, @CodeConquoror,

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

Thanks,
Jonathan

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JayDee7 · ‎30-09-2025

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. 🤞🏻😬

jh2025 · ‎30-09-2025

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.

JonathanB · ‎30-09-2025

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

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jh2025 · ‎30-09-2025

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.

jh2025 · ‎30-09-2025

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.

PeteG · ‎29-09-2025

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.

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CodeConquoror · ‎28-09-2025

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