topic Sims hasn’t arrived in SIM cards & Porting

Sims hasn’t arrived

Evejm03 — Thu, 15 Oct 2026 13:11:26 GMT

I have recently ordered a new sims/contract I have had emails saying it’s been ordered but I don’t see it anywhere on my ee app, since I have no sim it means I can’t call ee and the chat assistant thing isn’t giving me an option to use it on the app I’m stuck for getting in touch to see where my sim is it’s a vicious circle and I need to be able to make phone calls it won’t even let me track it with the order number

Re: Sims hasn’t arrived

Schockwave — Thu, 15 Oct 2026 15:09:46 GMT

Hello @Evejm03 ,

Welcome to the community,

The SIM card will be sent out by first class pos, so you cannot track it, just keep a look out, as it should arrive within 2-3 days.

Re: Sims hasn’t arrived

Peter_W — Thu, 15 Oct 2026 15:34:45 GMT

Welcome to the Community, @Evejm03

Alongside what @Schockwave mentioned above, could you please let us know when you placed this order?

Also was this an upgrade to an existing number, an additional line on an existing account, or a totally new account altogether?

Peter

Re: Sims hasn’t arrived

Evejm03 — Thu, 15 Oct 2026 15:40:29 GMT

I ordered on 7th october

Re: Sims hasn’t arrived

Peter_W — Thu, 15 Oct 2026 15:51:12 GMT

Thanks @Evejm03

That's been more than a week now, so regardless of the type of contract, we'd expect you to have seen something by now.

Occasionally we'll need some additional details to complete an order, so it's worth checking to see if you've received any emails prompting you to get in touch. Remember to check your spam / junk folder too.

If you haven't seen anything further there, I'd recommend giving our team a call, and they can double check a few more details at our end.

Peter

Re: Sims hasn’t arrived

Evejm03 — Fri, 16 Oct 2026 11:44:35 GMT

Unfortunately i cant call them do too the lack of sim card

Re: Sims hasn’t arrived

Peter_W — Fri, 16 Oct 2026 11:50:19 GMT

@Evejm03 It's possible to call this number from any phone, so if you can borrow one from a friend or family member you should still be able to get in touch.

Alternatively you can visit one of our retail stores, and they can help get you put in touch with someone that can help, too.

Peter

Re: Sims hasn’t arrived

Jamster2016 — Sat, 17 Oct 2026 13:39:53 GMT

Same problem !!!!!

i went to the store too and said i had to call the customer services - who never pucks up

such a rubbish