Placed an order for a Full Works sim over a week ago and it still hasn't arrived

[GingerSquirrel]

Hi,

As the title states, I am waiting for a Sim card to arrive, I have tried using the tracker but that doesn't seem to work, i suspect my card hasn't even been dispatched yet, I haven't have a dispatch text. 

I ordered the Full works sim with the friends and family discount as my husband works for BT. When I placed the order it said I would be contacted but that never happened.

I have also tried to phone EE but the automated system is sending me round in circles and doesn't seem to have the options I am looking for.

[Schockwave]

Hello @GingerSquirrel ,

Welcome to the community,

If you are just upgrading, then there is no new SIM card, as the one you have will work, unless it is pre 2021, where you may need a new SIM card.

If however, you are a new customer, then SIM cards are sent out via second class post, so depending on the post depends when you will get it, there is no tracking for SIM cards..

If it has been over a week and you are a new customer, then I would suggest ringing customer services and pressing option 2 to speak to one of the guides, or if you are near an EE high street store, you can pop in there with photo ID and pick one up.

[Northerner]

Hi @GingerSquirrel 

It takes 7-10 days and will be sent by post. 

You'll need to speak to EE CS on 150 for more information or use the chat in the EE app.

Thanks 

[Ali_A · Accepted solution]

Hi @GingerSquirrel 

Please check your spam/junk folder for any confirmation email that the order has been accepted and SIM card shipped. 
If you've been advised that you'll get a call back regarding your order, this is usually related to a credit check., so if you're unable to find any completion confirmation, please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly. They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order hasn't yet been completed, they can check what additional information we need and process the order for you.

Ali 

[GingerSquirrel]

I managed to get through to the credit team, they took my details and I am waiting for them to run a credit check and get back to me.

According to credit apps they haven't ran the check yet, I will give it another day or two and then phone them back again.

[Ali_A]

That's great @GingerSquirrel 

The team are usually very quick in processing them, so hopefully you'll be sorted soon. 

Ali