SIM card not received

[Lesa2]

I spoke to a tech support guy last Friday in re to 4G broadband not working correctly and he advised after going through checks etc that I needed a new SIM card, he said it would be posted out that same day but I still have not received it a week later. I have had no Internet since then (the other SIM deactivated) but I will still be expecting to pay for this service I've not had access to, can anyone help? 

[Ali_A · Accepted solution]

Thanks for joining us on Community @Lesa2 

The SIM cards are posted using Royal Mail so can take up to 3 days to arrive. They are usually set to only activate the new SIM once it has arrived. 
As your old SIM has deactivated completely, the new SIM must have been activated. 

You'd need to contact Customer Care to request a new SIM if the previous order is lost in the post. 
However it may be much quicker if you can pop into any EE store with photo ID and pick up a replacement SIM card immediately. 
(It would help to take the deactivated SIM with you if you can). 

Ali