topic Re: SIM card help in Orders

SIM card help

Jen188 — Thu, 15 Jan 2026 19:55:25 GMT

I chatted to an online guide last Wednesday who ordered me a new sim as cant make calls but cannot see this order on my account. I still haven’t received it and can’t seem to get any information about it ! How long does it usually take and how can I see where the order is if it’s been dispatched ?

Re: SIM card help

XRaySpeX — Thu, 15 Jan 2026 19:57:23 GMT

Contract or PAYG?

Re: SIM card help

Jen188 — Thu, 15 Jan 2026 20:22:31 GMT

It’s a contract sim

Re: SIM card help

Ali_A — Fri, 16 Jan 2026 11:42:50 GMT

Hi @Jen188

SIM cards are sent immediately and usually arrive within 1 or 2 days, though we do say to allow up to 3 working days for delivery.
As you ordered this last Wednesday it has exceeded the timescales we'd have expected. It sounds like it may have been lost in the post.

Please give our Customer Service team another call where a member of the team can re-order a replacement SIM card or eSIM QR code for you.
Contact Us | Help & Support - EE

Alternatively, I'd recommend popping in to one of our EE stores with photo ID, where a guide can issue a replacement SIM to you free of charge straight away.
EE Store Finder | How to find your nearest EE store | EE

Ali