Waiting for 2+ weeks for a Sim

[Serpent1]

Hello,

I ordered a new sim-only contract 2 weeks ago and I still haven't received it in the post. Today the first direct debit payment has been taken from my account.

I contacted customer services who told me they would send a sim to me within 24 hours - Twice. Needless to say no Sim Card never arrived.

If I buy a sim from the corner shop and request a Sim Swap, would this resolve the issue? I'm running out of ideas on how to deal with this.

Any input is appreciated, thank you.

[AnnS]

Hi @Serpent1 

You should have received the SIM by now by Royal Mail.  This is going to need some investigation to find out what has happened to the SIM, if it has been lost, it will need to be cancelled and a new SIM sent.

Live chat should be able to help.  Alternatively, speak to the Social Team here: Contact Us 

As far as the SIM swap is concerned, this won't work, for a SIM swap you would need a plain blank numberless pay monthly SIM.  Also, the SIM being sent to you would be specific to the account.

[Serpent1]

Thank you for your response !

It's frustrating as I spoke to both a Live Chat agent and phoned up Customer Services - in both instances I was told a new sim was on its way, but this never arrived.

I thought it was a Royal Mail issue, but other letters came through during this time.

[BandOfBrothers]

Customer services will be able to see that the sim hasn't been activated i.e used in a phone and that none of the allowances have been used so please do ask them for a credit to your account @Serpent1 

Yes mail has been affected but I think that's no longer the case as mail is now coming through frequently.

More like it's been lost in transit.

Please do persevere with customer services. 

I wish you all the best with this. 

[Serpent1]

Thank you for your reply as well!

I have received a welcome letter from Vodafone along with the T&Cs in the post, but still no SIM card.

I'll give customers services another ring on Monday - it'll be the 3 weeks since I placed the order.

Hopefully my case is an exception and other customers haven't also been affected by this, as it's rather frustrating.

[Evie]

Hey there @Serpent1 - How did you get on with this?

If you still haven't received your SIM card, I would advise to contact us on social media via the link @AnnS has provided above, we'll be able to check the status of the order for you 😊 Make sure, when contacting us, to include a link back to this forum thread (to save you repeating yourself) and your account number/order number.