Sim not received. No order information

[Journeyman444]

I ordered a sim on the 17th July and I still havent received it a a week later.  All Ive got is an xko order reference number but no tracking number from ee or a delivery compay and no other information about why my order is not being delivered. Calling the 'help' line is a waste of time as it gives me a useless, uninformative set of menus and doesnt give me the option to talk to a human. There's also no easy way to do an online chat. This is terrible customer service. How can I get information about my delivery?

[Leanne_T]

Hi @Journeyman444 

Thanks for coming here. 

SIM orders are sent by Royal Mail and will usually be delivered within 2-5 working days. 

If you have not received the SIM card, you would need to give our mobile guides a call on 0800 956 6000 and they can check this for you. Or, please visit an EE Store with photo ID.

Thanks.

Leanne.

[LindsayDawson]

I’ve got the same exact problem. Apparently they are sent out with a second class stamp on. Which sucks. They don’t tell you 2-5 working days when you order, they say 1-2 days. Awful service

[Leanne_T]

Hi there @LindsayDawson 

I am sorry to hear you were advised this and hope your SIM arrives soon for you. 

Leanne.

[Leag]

I have similar story, on ordering a SIM card. Got xko order number but still no information on dispatch  after 6 days. it does say delivery 1-2 days on EE order page so very misleading.

As Im still waiting thenew SIM I cant phone as yet

[Ali_A]

Thanks for joining us on Community @Leag 

Did you receive any follow up email to say your order has been completed or asking you to call in to complete the order? 

Ali 
 

[Leag]

I had an email , thanks for your order on 2nd August , 6 days ago. thanks for upgrading  with a new sim but keeping your old number
cost £11.00 per month inluding scam guardno mention of having  to call anyone to confrirm the order? Why would I have to do that.No follow up messages, and not able to check the tracker- it says not available.

[Ali_A]

@Leag Thanks for letting me know. The emails would only ask you to call in if there is an issue. 

Usually when you upgrade it's processed on the existing SIM. If you've requested a new SIM be sent along with the upgrade it would be best to give our Customer Service team a call on 150 who can confirm it has been ordered and on its way. 

The SIM cards are sent via Royal Mail so there won't be any tracking number available for them. 

Ali 

[ElijahBailey]

Same issue is happening for me. It’s been nearly two weeks now, a full 7 business days, and I’ve reached out to the EE guides three times and they can only tell me that SIMs ship within 2-3 business days. I’d really love to have the option for an eSIM or some way to verify that this will be resolved soon! 

[Lesley_W]

Hi @ElijahBailey 

Welcome to our community.

I'm sorry you are still waiting for your SIM, I'd expect this to have arrived by now. When you spoke to a guide, did they discuss sending another out to you?

Lesley