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

Re: Sim not received. No order information

ChrisW59 — Fri, 29 Aug 2025 11:26:05 GMT

Ordered new sim card 22nd August, have Xbox order number and message saying i will be notified when despatched. Since then, nothing, and customer services is absolutely no use whatsoever. All I want to know is has it been despatched, or is there an issue with the order?I just want the sim

Re: Re: Sim not received. No order information

Rach_H — Fri, 29 Aug 2025 16:48:07 GMT

Hi @ChrisW59,

Welcome to the Community!

We want to get your new SIM to you as swiftly as possible, so I'm sorry to hear that you've not had an update about this.

We don't track deliveries of SIM cards but the team should still be able to advise if this has been sent. What did the team advise when you reached out?

Rach

Re: Re: Sim not received. No order information

ChrisW59 — Fri, 29 Aug 2025 16:52:10 GMT

Hi Rach, no help from CS, the AI chat bot didn't even have any options for me unless it was a new phone,broadband or tech

Re: Re: Sim not received. No order information

ChrisW59 — Fri, 29 Aug 2025 16:56:54 GMT

PS, I have the order confirmation email and xko number, and email states it wi notify me when dim is despatched, and that is as far as it's gone

Re: Re: Sim not received. No order information

Rach_H — Fri, 29 Aug 2025 17:39:49 GMT

I've popped you through a Private Message with a little more information @ChrisW59

Rach

Re: Re: Sim not received. No order information

ChrisW59 — Fri, 29 Aug 2025 18:02:04 GMT

Thank you. Will ring tomorrow

Re: Re: Sim not received. No order information

ChrisW59 — Sat, 30 Aug 2025 09:28:57 GMT

Hi Rach, that number gave me only the same options as another number I rang. There is no option, on either, press one, press one, etc to talk to an actual human being about my sim card.

I don't need to talk about broadband, tv, or a new mobile, I just want my sim card.

If I have to visit a store it's a fair trek from where I live to the nearest one

Re: Re: Sim not received. No order information

Michael_D — Sat, 30 Aug 2025 11:53:25 GMT

Hi @ChrisW59

If you choose option one when you call, you'd get a text to use our visual service to help you get to the right place, but if you choose option two, you'll hear all of the options to get you through.

There may not be something that exactly matches the query, but if you get through to a guide, they can look to help, or pass you to the right place.

Michael

Re: Re: Sim not received. No order information

ChrisW59 — Sun, 31 Aug 2025 13:05:38 GMT

Thankyou for your help, but unfortunately none of it hot we the result I was looking for.

I have to go into the town centre tomorrow, so will visit the ee store and hopefully get a result.

I never thought it could be so bloody hard to just get a new sim