2 SIMs ordered but just one received

[Mauricio5]

Hi, please I signed up for two SIMs (numbers ending 675 and 574), but just one was received (675). When will I receive the other one please? Thanks, Mauricio 

[Schockwave · Accepted solution]

Hello @Mauricio5 ,

Welcome to the community,

Unfortunately we would not know, but if you ordered two of them, I suspect the other one should arrive within the next few days, as it will be the weekend so tomorrow or Monday? You could always raise this with customer services or go to an EE high street store with valid photo ID and get one there if near a store.

[Mauricio5]

Hi, thanks for the reply. Sorry it feels too strange that just one chip was sent right after I signed the contract. Why sending them separately, is that normal? I have received no other tracking info since, nor you guys can see it in the system as it seems. My mobile account number is 000000000, you can see if the 2nd chip is on its way or not. There is no easy EE shop where I live, please try to get some more clarification or push it to be sent asap please. Thanks again.

[Mod edit - account number removed, please don't share this in public]

[Peter_W]

Good morning @Mauricio5.

Thanks for reaching out to us here on the Community!

I've just edited your most recent post to remove the account number; we don't have access to any account information via these public forums, and we advise not to share any personal details in your posts too.

I'm still keen to see if we can point you in the right direction for getting this sorted, though. 

When you placed the order, were both of the contracts listed on the same confirmation, or were they done separately?
Peter

[Mauricio5]

Hi, thanks for supporting. Both SIMs were in the same contract (basket approval and T&C). I see no reason why just one would be sent. Both numbers are showing online in my account, I just physically received just one chip. Is there any data I can share here to help you find the case? Thanks again.  

[Schockwave]

@Mauricio5 , we have no account access here and so no, If you are near a EE high street store and have a valid photo ID, that is the one who has not received the SIM card, then you can get one there, if it does not arrive today, or ring customer service and press option 2 to speak to one of the guides, they should be able to take a look.