SIM (pay as you go) not arrived

[pokzkalumpee]

Hello, I ordered a pay-as-you-go on Tuesday last week (15 September 2026). It does not arrive to me yet, but I received the SMS from the Royal Mail saying that it will be due on 16 September 2026 around 10am-12pm. I check, and no SIM or post arrives to my address. I tracked to the Royal Mail through their tracking message; it said it is on transit and has been at Leeds MC since last Wednesday, and there has been no further update since then. It also shows that it uses the Royal Mail Tracked 24, so I hope it is with me soon, but there's no further progress.

How should I do that to get this SIM, as I already paid for the PAYG fees, and it is a recurring payment? I also put my PAC number when ordering SIM as well. Could you please give me an advice

[Lesley_W · Accepted solution]

Hi @pokzkalumpee 

Welcome to our community. 

I know you will be eager to receive your new SIM. We'd expect this to arrive within 3-5 working days. 

If that hasn't happened, you can contact our customer care team and they can look at arranging a replacement for you. 

Rest assured, your number wouldn't start transferring over until you receive the SIM, and it is active and used for a call or text 

Lesley