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Replacement SIM not arrived

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Clare133
Visitor

‎30-06-2025 01:45 PM

I ordered a replacement SIM on Tuesday (24th June) and it still hasn’t arrived. I asked a member of staff to help me sort it out in an EE shop on 25th and they basically said it wasn’t possible/would be too much hassle. I only have limited credit for emergency’s on a temporary phone so I can’t ring EE and I can’t seem to get any help online either. Is there any way to get an eSIM instead? I also haven’t received any tracking details but did get a confirmation email. 

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Peter_W
EE Community Support Team

‎30-06-2025 05:08 PM

Hi @Clare133. 

Welcome to the Community!

As @XRaySpeX mentioned, our timescales are based around working days, so there's a chance that it has just been a bit held up by the weekend.

If you don't see anything in the next day or so it's definitely worth looking into other options though. 

Did you actually visit a branch, or was it over the phone that you were advised this wasn't possible to replace?

Provided you have a valid passport or UK driving licence photocard, you should be able to get this sorted.

Peter

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XRaySpeX
EE Community Star
EE Community Star

‎30-06-2025 02:06 PM

SIMs are sent by 2nd Class Royal Mail untracked. The w/end intervened.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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Schockwave
EE Community Star
EE Community Star

‎30-06-2025 03:32 PM

@Clare133 , eSIMs are only available for customers on contract, so if on pay as you go, you will not be able to have one.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
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Peter_W
EE Community Support Team

‎30-06-2025 05:08 PM

Hi @Clare133. 

Welcome to the Community!

As @XRaySpeX mentioned, our timescales are based around working days, so there's a chance that it has just been a bit held up by the weekend.

If you don't see anything in the next day or so it's definitely worth looking into other options though. 

Did you actually visit a branch, or was it over the phone that you were advised this wasn't possible to replace?

Provided you have a valid passport or UK driving licence photocard, you should be able to get this sorted.

Peter