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Sim Card Replacement not received

gilda2
Visitor

‎04-10-2025 11:58 AM

I ordered a Sim Card Replacement on 21 Sep and received EE email and texts messages that it was on its way and what to do to activate but did not received any tracking or reference number from either EE or Royal Mail. I contacted customer services on 29 Sep and they have advised that all Sims are sent first class but cannot track what happens after an order is placed and they couldn't ensure that the same issue wouldn't happen again should I decide to place another online order.  

As a customer it is disappointing that this has happened and now i have to chase up with EE as to what has gone wrong in the online ordering process. There should be a way for EE to follow up with the Royal Mail as to why they have not sent a tracking reference details to the customer for online order or a way EE can obtain the tracking details. 

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1 REPLY 1
Ali_A
EE Community Support Team

‎04-10-2025 02:29 PM

@gilda2 

Sorry to hear your replacement SIM card had not arrived. The SIM is sent via standard post, which is not tracked by Royal Mail, so they'd be unable to provide a tracking number. 

It would be worth checked your address details are correct on your EE account. You can do this by visiting How do I change the address for my EE account.

For a faster service, and to ensure you receive a replacement SIM card, you can Pop into your local EE Store with photo ID for a replacement SIM  or eSIM free of charge. 

Ali  

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