topic Re: Placed an order for a Full Works sim over a week ago and it still hasn't arrived in Orders

Placed an order for a Full Works sim over a week ago and it still hasn't arrived

GingerSquirrel — Sun, 19 Oct 2025 13:28:27 GMT

Hi,

As the title states, I am waiting for a Sim card to arrive, I have tried using the tracker but that doesn't seem to work, i suspect my card hasn't even been dispatched yet, I haven't have a dispatch text.

I ordered the Full works sim with the friends and family discount as my husband works for BT. When I placed the order it said I would be contacted but that never happened.

I have also tried to phone EE but the automated system is sending me round in circles and doesn't seem to have the options I am looking for.

Re: Placed an order for a Full Works sim over a week ago and it still hasn't arrived

Schockwave — Sun, 19 Oct 2025 13:41:22 GMT

Hello @GingerSquirrel ,

Welcome to the community,

If you are just upgrading, then there is no new SIM card, as the one you have will work, unless it is pre 2021, where you may need a new SIM card.

If however, you are a new customer, then SIM cards are sent out via second class post, so depending on the post depends when you will get it, there is no tracking for SIM cards..

If it has been over a week and you are a new customer, then I would suggest ringing customer services and pressing option 2 to speak to one of the guides, or if you are near an EE high street store, you can pop in there with photo ID and pick one up.

Re: Placed an order for a Full Works sim over a week ago and it still hasn't arrived

Northerner — Sun, 19 Oct 2025 13:38:58 GMT

Hi @GingerSquirrel

It takes 7-10 days and will be sent by post.

You'll need to speak to EE CS on 150 for more information or use the chat in the EE app.

Thanks

Re: Placed an order for a Full Works sim over a week ago and it still hasn't arrived

Ali_A — Mon, 20 Oct 2025 12:23:50 GMT

Hi @GingerSquirrel

Please check your spam/junk folder for any confirmation email that the order has been accepted and SIM card shipped.
If you've been advised that you'll get a call back regarding your order, this is usually related to a credit check., so if you're unable to find any completion confirmation, please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly. They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order hasn't yet been completed, they can check what additional information we need and process the order for you.

Ali

Re: Placed an order for a Full Works sim over a week ago and it still hasn't arrived

GingerSquirrel — Mon, 20 Oct 2025 14:33:59 GMT

I managed to get through to the credit team, they took my details and I am waiting for them to run a credit check and get back to me.

According to credit apps they haven't ran the check yet, I will give it another day or two and then phone them back again.

Re: Placed an order for a Full Works sim over a week ago and it still hasn't arrived

Ali_A — Mon, 20 Oct 2025 15:07:25 GMT

That's great @GingerSquirrel

The team are usually very quick in processing them, so hopefully you'll be sorted soon.

Ali

Re: Placed an order for a Full Works sim over a week ago and it still hasn't arrived

GingerSquirrel — Tue, 28 Oct 2025 11:20:02 GMT

Well, still don't have my SIM after another support call, it was supposed to arrive in 48 hours and my O2 account is being cut off today.

I was on the phone to support, I signed the contract whilst on the phone, they sent me a confirmation email which was wrong, it was for an esim and a phone number change, I wanted a physical SIM and my current number, I told the man on the phone, he said that is fine I will get a physical SIM sent out and set up my number to move over.

Well the number is moving over today and I still don't have a SIM.... I don't have any emails saying it is being sent out, nothing.

Re: Placed an order for a Full Works sim over a week ago and it still hasn't arrived

Leanne_T — Tue, 28 Oct 2025 15:42:03 GMT

Hi there @GingerSquirrel

I'm very sorry you've not received the SIM card.

If you get back in touch with our mobile guides they can check this has been dispatched for you. Or, you can pop into an EE Store with photo ID and they can provide a SIM card for the EE account. For details on picking up a SIM in store, please see the How Do I Swap My SIM or Get a New SIM? page.

Leanne.