topic Re: Sim not received. No order information in Orders

Sim not received. No order information

Journeyman444 — Wed, 24 Jul 2024 16:46:23 GMT

I ordered a sim on the 17th July and I still havent received it a a week later. All Ive got is an xko order reference number but no tracking number from ee or a delivery compay and no other information about why my order is not being delivered. Calling the 'help' line is a waste of time as it gives me a useless, uninformative set of menus and doesnt give me the option to talk to a human. There's also no easy way to do an online chat. This is terrible customer service. How can I get information about my delivery?

Re: Sim not received. No order information

Leanne_T — Thu, 25 Jul 2024 07:15:14 GMT

Hi @Journeyman444

Thanks for coming here.

SIM orders are sent by Royal Mail and will usually be delivered within 2-5 working days.

If you have not received the SIM card, you would need to give our mobile guides a call on 0800 956 6000 and they can check this for you. Or, please visit an EE Store with photo ID.

Thanks.

Leanne.

Re: Sim not received. No order information

LindsayDawson — Thu, 25 Jul 2024 13:54:37 GMT

I’ve got the same exact problem. Apparently they are sent out with a second class stamp on. Which sucks. They don’t tell you 2-5 working days when you order, they say 1-2 days. Awful service

Re: Sim not received. No order information

Leanne_T — Thu, 25 Jul 2024 14:19:51 GMT

Hi there @LindsayDawson

I am sorry to hear you were advised this and hope your SIM arrives soon for you.

Leanne.

Re: Sim not received. No order information

Leag — Thu, 08 Aug 2024 10:24:00 GMT

I have similar story, on ordering a SIM card. Got xko order number but still no information on dispatch after 6 days. it does say delivery 1-2 days on EE order page so very misleading.

As Im still waiting thenew SIM I cant phone as yet

Re: Sim not received. No order information

Ali_A — Thu, 08 Aug 2024 12:54:36 GMT

Thanks for joining us on Community @Leag

Did you receive any follow up email to say your order has been completed or asking you to call in to complete the order?

Ali

Re: Sim not received. No order information

Leag — Thu, 08 Aug 2024 14:00:36 GMT

I had an email , thanks for your order on 2nd August , 6 days ago. thanks for upgrading with a new sim but keeping your old number
cost £11.00 per month inluding scam guardno mention of having to call anyone to confrirm the order? Why would I have to do that.No follow up messages, and not able to check the tracker- it says not available.

Re: Sim not received. No order information

Ali_A — Thu, 08 Aug 2024 14:18:33 GMT

@Leag Thanks for letting me know. The emails would only ask you to call in if there is an issue.

Usually when you upgrade it's processed on the existing SIM. If you've requested a new SIM be sent along with the upgrade it would be best to give our Customer Service team a call on 150 who can confirm it has been ordered and on its way.

The SIM cards are sent via Royal Mail so there won't be any tracking number available for them.

Ali

Re: Sim not received. No order information

ElijahBailey — Thu, 17 Oct 2024 02:20:43 GMT

Same issue is happening for me. It’s been nearly two weeks now, a full 7 business days, and I’ve reached out to the EE guides three times and they can only tell me that SIMs ship within 2-3 business days. I’d really love to have the option for an eSIM or some way to verify that this will be resolved soon!

Re: Sim not received. No order information

Lesley_W — Thu, 17 Oct 2024 10:28:38 GMT

Hi @ElijahBailey

Welcome to our community.

I'm sorry you are still waiting for your SIM, I'd expect this to have arrived by now. When you spoke to a guide, did they discuss sending another out to you?

Lesley

Re: Sim not received. No order information

EEPhoneUser25 — Mon, 10 Mar 2025 10:25:01 GMT

This issue is currently happening to me. I ordered a new sim card twice in the past week and have recieved no communication/update. When I call 150 and Royal Mail they claim the sim cards were delivered but that is clearly not case.

This is absolutely ridiculous.

Re: Sim not received. No order information

Leanne_T — Mon, 10 Mar 2025 12:21:10 GMT

Hi there @EEPhoneUser25

Thanks for coming here.

Have you ordered a replacement SIM or a new EE SIM order?

SIM Orders can take 2-5 working days to arrive and have no tracking details as they are posted and need no signature.

Leanne.

Re: Sim not received. No order information

whatev — Mon, 21 Jul 2025 16:55:25 GMT

I am also having the same issue and worse is I'm getting an error message when trying to track my order on the EE website. If they can't get on top of the physical sim orders, why not just let people purchase an Esim for sim only? It would save a lot of pain for both sides. I've ordered sim cards through giffgaff before and it's always arrived within a couple of days.

Re: Sim not received. No order information

Matt_124 — Mon, 21 Jul 2025 17:04:45 GMT

SIM Cards are sent by 2nd Class post so there would not be any real tracking associated with this.

When did you order your SIM?