Replacement sim not arrived

[Nataliebarrett]

I ordered a replacement SIM card 18th January and it still hasn’t arrived is it normal to take this long if sent through royal mail

[Katie_B · Accepted solution]

Hello @Nataliebarrett. 

Your replacement SIM should take 3-5 days to get to you. 

If you have still not received this I would recommend giving us a call. 

Our customer care team are available on 0800 079 8586 which can be called by any landline or provider.

Katie 🙂

[Nataliebarrett]

Thank you I will call tomorrow if still not arrived 

[Leanne_T]

Hi there @Nataliebarrett

Let us know how you get on 🙂

Leanne. 

[Nataliebarrett]

Will do Leanne 👍

[Leanne_T]

Thanks @Nataliebarrett

Speak soon 🙂

Leanne.

[Nataliebarrett]

Hi there I called this morning it seems a card wasn’t sent out on 18th. A new one is being sent today and the advisor has arranged fast delivery so should arrive tomorrow. No idea why one wasn’t sent out when requested 😁

[Katie_B]

Thanks for letting us know @Nataliebarrett. 

Hopefully it is with you soon, 

Katie 🙂

[Nataliebarrett]

Well after I thought this was resolved last night my main handset had the sim deactivated so they basically now sent a sim for the wrong number and I lost the usage of my phone. Worse still the sim hasn’t arrived today either so now we have two handsets with no active sim. I had to go to somebody’s house this morning to try and sort it out and I’m working from home but now unable to do anything. I lodged a complaint. Does anyone know of o can get reimbursed this fiasco. I got told it was human error. More like a disaster for us 

[Katie_B]

Hello @Nataliebarrett.

Thanks for coming back to the community. 

I am sorry to hear this has happened. 

Have you opened a complaint with our customer service team?

Katie 🙂