Is prepais SIM order usually take that longer to get processed?

Xueveequoi36

Hi,

On 26 July I have ordered a prepaid sim with Swisscom, I have been charged, but nothing else. No mention of this order anywhere in the app, and no message indi****g this order is being processed. I am now concerned the SIM will not make it in time for my trip.

Furthermore I’m not seeing any ways to message customer support, they either offer to call back on a Swiss number or provide a Swiss number to reach them out.

This on top of Swisscom cancelling my wife prepaid order on the basis that “they don’t ship to postal address outside of Switzerland”.

I have seen better ways to welcome new customers.

Thanks for any help

bitracer

Did you get Prepaid Flat for tourists?

https://www.swisscom.ch/en/residential/mobile-subscription/prepaid/tourists.html

You can provision it on your phone using eSIM. No physical SIM needed. Otherwise you can visit a Swisscom shop at the airport.

Xueveequoi36

bitracer

Thanks bitracer

My phone doesn’t accept eSIM and besides the point is to get the SIM I have ordered and already paid for.

bitracer

Xueveequoi36 Then you’ll have to sort that out upon arrival.

Xueveequoi36

bitracer

I think there is some misunderstanding as you seem to answer the question “how to get a SIM?”.

While my question is “how do I find out what is going on with a SIM order I have placed with Swisscom?”

bitracer

Xueveequoi36 I suggest you visit the Swisscom store upon arrival. They’ll be able to tell you the status and provision the physical SIM on the spot. There’s one at the airport (Zürich-Kloten).

Xueveequoi36

bitracer

Got it thanks

Xueveequoi36

Here the final outcome as far as I could understand it from answer in this forum and chating with the AI agent on Swisscom website.

I had ordered two SIM (prepaid flat) for my wife and I. Both order have been charged, then my wife got canceled on the account that Swisscom does not ship outside of Switzerland. That was already bad as the order form on Swisscom explicitly allows selecting other countries.🤦

Then after a while I inquired in this forum about how I could get some explanation why my order is not progressing. Chatting with the Bot on Swisscom I got confirmation that Swisscom does not ship outside of Switzerland and I assume this is the reason my order is stuck.

Still they decided to keep my money, and I have no other solution to go to a Swisscom shop as soon as I arrive.

Frankly this is the worst customer experience I have had for ages. Being outside of Switzerland I have not way to reach customer support, as only callback to Swiss numbers is offered. I also recognize the trick of organizing a community forum like this to waive on your duty to provide proper support to customers.

I’ll nevertheless thank the people from this community that helped me connect the dots.

bitracer

Xueveequoi36 No problem. Visit the Swisscom shop when you arrive. Hopefully they’ll be able to make it up for the uncertainty and inconvenience you experienced. I wish you a pleasant stay during your visit.