SIM only order

[carcar5]

I've ordered a new SIM card on 22/11/2022, it has not arrived and I have not had word of when it will arrive. I received a confirmation email with tracking, however, when I put in the tracking number and my details, it comes up with an error.

I notice many other people are having similar issues. 

When will my order arrive? Will I be paying for a service I do not have access to?

[Schockwave]

Hello @carcar5 ,

Welcome to the community,

Sim cards are sent by second class post and so will depend on the strikes as well, you do not receive a tracking number with that either.

Do not forget there has been no post on Wednesday and Thursday last week, so that will have delayed it, unfortunately, but you should receive it within the next day or two now.

If you are near an EE store, you can pop in there with some form of ID and get it there instead, or ring customer service to find out.

[carcar5]

Hi,

I still have not received my sim card after nearly 2 months. It is clear to me that it is not going to arrive and so I would like to request a new one to be sent. 

My local EE store gave me a replacement sim card, however I was not able to activate it due to the ordered sim card being pre-activated, thus the issue is not sorted.

Currently, I am paying for a service I do not have access to.

I would like to request another sim card be sent.

Thanks.

[Katie_B]

Hi @carcar5. 

Welcome back to the community. 

I am so sorry to hear this.

Our customer care team will be able to order you another SIM, please give them a call on 0800 079 8586. This number is free from any landline or provider.

Alternatively, our EE Store will be able to provide and activate a new SIM for you. Should you choose this route please explain what has happened regarding delivery. 

Katie