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SIM card help

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Jen188
Explorer

‎15-01-2026 07:55 PM

 I chatted to an online guide last Wednesday who ordered me a new sim as cant make calls but cannot see this order on my account. I still haven’t received it and can’t seem to get any information about it !  How long does it usually take and how can I see where the order is if it’s been dispatched ?

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Ali_A
EE Community Support Team
In response to Jen188

‎16-01-2026 11:42 AM

Hi @Jen188 

SIM cards are sent immediately and usually arrive within 1 or 2 days, though we do say to allow up to 3 working days for delivery. 
As you ordered this last Wednesday it has exceeded the timescales we'd have expected. It sounds like it may have been lost in the post. 

Please give our Customer Service team another call where a member of the team can re-order a replacement SIM card or eSIM QR code for you.
Contact Us | Help & Support - EE 

Alternatively, I'd recommend popping in to one of our EE stores with photo ID, where a guide can issue a replacement SIM to you free of charge straight away. 
EE Store Finder | How to find your nearest EE store | EE

Ali

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XRaySpeX
EE Community Star
EE Community Star

‎15-01-2026 07:57 PM

Contract or PAYG?

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

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Jen188
Explorer
In response to XRaySpeX

‎15-01-2026 08:22 PM

It’s a contract sim 

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Ali_A
EE Community Support Team
In response to Jen188

‎16-01-2026 11:42 AM

Hi @Jen188 

SIM cards are sent immediately and usually arrive within 1 or 2 days, though we do say to allow up to 3 working days for delivery. 
As you ordered this last Wednesday it has exceeded the timescales we'd have expected. It sounds like it may have been lost in the post. 

Please give our Customer Service team another call where a member of the team can re-order a replacement SIM card or eSIM QR code for you.
Contact Us | Help & Support - EE 

Alternatively, I'd recommend popping in to one of our EE stores with photo ID, where a guide can issue a replacement SIM to you free of charge straight away. 
EE Store Finder | How to find your nearest EE store | EE

Ali