topic Re: New Sim-Only Order in Orders

New Sim-Only Order

CJT80 — Fri, 20 Mar 2026 09:54:38 GMT

I made a new order online yesterday and had to speak to an agent via chat. The agent ordered my sim-only plan but instead of ordering an e-sim he ordered a physical sim. I called customer services but they advised there was nothing I could do and to either wait for the sim card to arrive or go into a store.

Before spending my time going to the store and maybe wasting my time has anyone else had to do this and been sucessful?

Thanks in advance.

Re: New Sim-Only Order

Ritu_D — Fri, 20 Mar 2026 11:26:29 GMT

Hi @CJT80

Welcome to the community.

It's great to hear you have placed a new order for a sim only.

Thanks

Ritu

Re: New Sim-Only Order

CJT80 — Wed, 25 Mar 2026 04:22:29 GMT

@Ritu_D thank you, unfortunately the ordering process was not that simple.

Is there anyway to provide feedback such as an email address or form to complete, or is it best to write the info here?

Thanks in advance.

Re: New Sim-Only Order

Peter_W — Wed, 25 Mar 2026 08:20:56 GMT

Thank you for your feedback here, @CJT80.

When you initially take out a contract, you should absolutely be able to download an eSIM right away as part of when you set up your EE App.

In this case though, the issue lies from the Guide ordering a physical SIM with the contract initially.

Once a SIM has been activated on the account, the process of replacing this requires either an ID check in store, or for an eSIM QR pack to be sent to your registered home address.

This is in place to limit the likelihood of fraud, as unauthorised SIM swaps are something we need to be really careful with.

Fingers crossed everything should be sorted for you now, but if you were wanting to discuss this further I would recommend raising a complaint via our dedicated webform here.

Peter

Re: New Sim-Only Order

CJT80 — Wed, 25 Mar 2026 16:47:49 GMT

@Peter_W

Thank you for the link I have submitted a complaint, frustratingly the form only allows 500 characters.
The sim works fine as I was able to download and activate the eSIM but the process was not made easy as the agent should have double checked!

I'm now waiting for my broadband activation next week.