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Online SIM order not arrived

coconutxone
Investigator
Investigator

‎05-10-2023 04:39 PM

Hello,

Can someone help me please made an order this Sunday, 01/10/2023, sim only deal online heard nothing since the last email recieved was the EE About your Direct Debit even received a text message this afternoon asking how satisfied you were with the delivery of your SIM card. Anyone check this up for me, please.

 

Thanks

0 Helpful
16 REPLIES 16
James_B
EE Community Manager
EE Community Manager

‎05-10-2023 06:39 PM

Hi @coconutxone,

Please allow 2-5 working days for delivery of your SIM card.

Thanks

James

0 Helpful
AJH1111
Investigator
Investigator

‎06-10-2023 04:52 PM

Hi I have the same problem/messages.  Now on day 5 and still nothing received.

0 Helpful
James_B
EE Community Manager
EE Community Manager

‎06-10-2023 05:33 PM

Hi @AJH1111,

What was the date of your order?

James

0 Helpful
AJH1111
Investigator
Investigator
In response to James_B

‎07-10-2023 11:34 AM

Hi James, order date was 30th September.

0 Helpful
Leanne_T
EE Community Support Team
In response to AJH1111

‎07-10-2023 11:37 AM

Hi @AJH1111 

Was the SIM for a contract or pay as you go? 

Have you had any emails to let you know the order was received and dispatched? 

Leanne.    

0 Helpful
coconutxone
Investigator
Investigator
In response to Leanne_T

‎07-10-2023 02:26 PM - edited ‎07-10-2023 02:33 PM

The SIM is a contract SIM plan. placed the order online on the 1st of October. Direct debit confirmed setup that the last email by EE heard nothing since no dispatched email from EE, and we are now on the 7th of October. I found out today that Royal Mail is on strike in my area due to staff walking out.

What is the best solution? I have not had any letters or mail since September 28, 2023, and I cannot even login to my EE account. It's not your fault; it's the postman. Also, I have no ID to visit the EE store due to waiting for my driving licence and passport post-renewal. Any ideas on the best course of action I should take on this?

0 Helpful
Leanne_T
EE Community Support Team
In response to coconutxone

‎07-10-2023 02:48 PM

Hi @coconutxone 

You would need photo ID to be given a replacement in store, I am very sorry you would need to wait for the SIM to arrive by post if this is not an option. 

Leanne.

0 Helpful
AJH1111
Investigator
Investigator
In response to Leanne_T

‎09-10-2023 09:25 AM

The order was for a contract SIM, adding an additional package to my existing account.

Email received 30th September from Customer Services, subject EE-Thanks for your order, confirming the order and providing the order number.

Thanks, AJH1111 

0 Helpful
Katie_B
EE Community Support Team

‎09-10-2023 09:47 AM

Hi @AJH1111. 

I would recommend giving us a call so our customer care team can chase your order. 

Katie

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