topic Non Delivery of SIM in Sky Mobile

Non Delivery of SIM

MikT — Wed, 12 Aug 2026 18:03:39 GMT

I recently opened a SIM only contract with Sky Mobile. I have setup an online account and arranged the direct debit payment. Unfortunately, the SIM card has not arrived and the automated online help system is worse than useless. There doesn't seem to be a way to get the message to Sky tosend a replacement SIM. The only option seems to be to create a new contract but I fear that may confuse the issue?

Re: Non Delivery of SIM

caesarome — Wed, 12 Aug 2026 18:17:24 GMT

@MikT

Has it been more than 3-5 working days since you placed the order as they are usually sent out by Royal Mail. If it is does your device support an esim ?

Re: Non Delivery of SIM

MikT — Wed, 12 Aug 2026 18:27:47 GMT

Yes, it was ordered on 04-Aug-26 and the device I intent using it on (Doro L30) probably does not support eSIM

Re: Non Delivery of SIM

caesarome — Wed, 12 Aug 2026 18:33:23 GMT

@MikT

Does it show here for you:

https://www.sky.com/ordertracking

Is your address correct on your account ?

Re: Non Delivery of SIM

MikT — Wed, 12 Aug 2026 18:47:44 GMT

Yes, the order is shown on that page, however it says it has been delivered (wrong) and it also says its been activated (wrong). In another place in my account it is asking me to activate it so there's obviously a conflict in the system there. The address is correct.

Re: Non Delivery of SIM

caesarome — Wed, 12 Aug 2026 18:51:14 GMT

All we can suggest via here to order it again by selecting the data plan for it:

https://www.sky.com/shop/mobile/plans

Should you end up with two then make sure you only activate one of them so the other is cancelled which will happen if it is not activated.

Re: Non Delivery of SIM

MikT — Wed, 12 Aug 2026 18:59:27 GMT

Thanks for your help but to be quite honest, I'm a bit reluctant to setup an additional contract and direct debit (required as part of the process), when this simple issue should be resolved by Sky. Sadly, like most large corporations these days, they don't want to spend any money providing a genuine help service. I understand that, but if they're going to rely on an automated process, they should at least make sure it works and covers all eventualities. Fat chance!

Re: Non Delivery of SIM

caesarome — Wed, 12 Aug 2026 19:10:57 GMT

You already have the account you have setup for this one that hasn't arrived so you should be able to order this new sim from it I would have thought.

Re: Non Delivery of SIM

MikT — Wed, 12 Aug 2026 19:28:09 GMT

I did try to do exactly that through my account. However, it seems the only option available to get another SIM was to order an "additional" (not a replacement) SIM. This option then leads you through the full setup procedure includind payment. I backed out of this new transaction as I thought it would lead to confusion about my requirements. I don't want an additional SIM, I just want a replacement for the one lost in transit.

Re: Non Delivery of SIM

63johnw — Thu, 13 Aug 2026 05:56:42 GMT

Hi @MikT if the original sim was not received or activated then you can't get a replacement one, you need to order a new sim. If two then arrive just activate one of them and you won't be charged for the other one.

Re: Non Delivery of SIM

MikT — Sat, 15 Aug 2026 00:08:17 GMT

Thanks for everyone's help. Panic over. The SIM arrived today (14th Aug), 10 days after dispatch (4th Aug) via Royal Mail 1st Class post! Unbelievable!