Replacement SIM card confirmed but not received

[Bisquits]

Hello,

I ordered a replacement SIM card on January 19th but haven't received it. 

I've bought a new phone that needs a nano-sized SIM, but my current phone uses the larger mini-sized card.

I ordered the replacement though my online account and agreed to a £1.50 delivery charge, expecting the money to be taken from either my PAYG credit or the debit card attached my account. I'm on PAYG, not a monthly contract.

I received a text message and email confirming the SIM card had been dispatched in the days following the order, but as of typing this I haven't received the card and the £1.50 charge hasn't been taken from my credit or bank account.

I don't know if it's something to do with the age of the phone. I got it with Orange in 2012, before the eventual buyout/merger with EE. The network on my phone says T-Mobile, but I topup with EE.

Have I missed doing something or is there another issue here?

Thanks for reading.

[Michael_D · Accepted solution]

Hi @Bisquits 

Welcome to the community.

I would have expected the SIM card to have arrived by now if you had the text and email to say it had been dispatched.

The are a couple of options to get this chased and arrange for another SIM. 

The first one is to give our customer service guides a call, and they can arrange for one to be sent, or if you are the account holder, you can visit an EE store with photo ID (either a driving licence or passport) and they can activate a SIM in store for you.

Michael

[Bisquits]

Hi Michael,

Thanks for the quick reply, and sorry for my delayed response.

It appears to be sorted now. It turns out that the first SIM card I requested was sent to my old address, despite me entering my new one when I placed the order. I contacted customer services who sent out a second card and also upgraded my account from 2G/3G to 5G, but in doing that something seems to have gone wrong.

After waiting another week I contacted customer services again who confirmed the second SIM was also sent to my old address, so a third SIM was sent out, which I got today and appears to working perfectly.

I've spoken to three different people from customer services based in Falkirk, and they were all excellent.

[Lesley_W]

Thanks for popping back with an update @Bisquits 

I'm pleased you're sorted now with a new SIM.

Lesley