Replacement sim not being ordered

[Emilyj1]

My phone got stolen the weekend and I reported it to sky and various other providers that I needed to. The advisor on the Saturday was really unhelpful and after speaking with a manager they advised a new sim had been ordered. I rang the Monday to check this had been done as my sky go app just shows the account being blocked, however the advisor said it hadn't been ordered they will order again. I got advised an email confirmation will be sent and it has been hours and it still hasn't and I have my replacement phone but still unable to use due to sky delaying sending my sim. Does anyone know the best way forward or to escalate the matter?

[caesarome]

You say you phoned them on Monday, do you mean today if so the sim is sent via Royal mail so should be with you within 2-3 days so I'm not sure if the sim itself can be tracked.

[Emilyj1]

I initially called Saturday and was advised it was ordered then, however when I called to check yesterday they said it hadn't been so concerned they still haven't. The advisor I spoken to yesterday promised he would email to confirm and he hasn't either so I'm just worried they haven't ordered one again and I'm waiting longer. They emailed me Saturday to say it had been done but I got told twice yesterday it wasn't done and no emails were sent but I have the evidence of them and what they say 

[Emilyj1]

I initially called Saturday and was advised it was ordered then, however when I called to check yesterday they said it hadn't been so concerned they still haven't. The advisor I spoken to yesterday promised he would email to confirm and he hasn't either so I'm just worried they haven't ordered one again and I'm waiting longer. They emailed me Saturday to say it had been done but I got told twice yesterday it wasn't done and no emails were sent but I have the evidence of them and what they say.

promised I'd receive it again by 6pm today and I haven't so called after 6 and was told they don't even know what courier they use and it might now come tomorrow but there not sure @caesarome 

[caesarome]

Sims are sent by Royal Mail so it might well be in their system somewhere.

[Emilyj1]

When I've called they said it's DPD so this is why it's confusing and I can't see anywhere to check or confirm it's definitely been ordered. 

they told me it was Saturday even sent an email and it wasn't