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SIM card not delivered / Did not receive SIM

Good Citizen / Bon Citoyen

Ordered Sim card around the end of December 2022, still have not received it. After chatting with CS agents and opening a ticket, an agent placed another order, but it has been two weeks, still nothing arrived. Have anybody else been through this? Really appreciate sharing your experience and suggestions.


Mayor / Maire

@TobyGrey - well that is too bad. 😕 
Twice bitten, once haven't received it 2 times. Go back to that ticket and tell them this. You paid for the SIM card you are owed for it.

Great Neighbour / Super Voisin

Hello @TobyGrey, this may be more challenging, but have you thought about maybe canceling the online purchase and going to buy a sim in person?  If its been 1 month now this may be your best option.  You can buy them at select Telus stores and other locations that carry public mobile sim cards.  You can find those stores near you here:  Hope this works out soon.

Mayor / Maire

@TobyGrey   sim card order could take as many as 3 weeks.  But from end of Dec is definitely too long


If you still need a sim card for activation, get a new one from local Telus or Koodo store first


For the one you order, report lost to PM support and ask them to reimburse you for getting a new one from store


please follow this to open ticket with PM support

1. Please open ticket via Chatbot (need access to My Account): At

Start by typing "Sim card order", then click "Contact Us",  then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there



Model Citizen / Citoyen Modèle

@TobyGrey  Can take up to 3 weeks to arrive if you need one sooner try Telus Koodo stores near you for in person pick up 

Model Citizen / Citoyen Modèle

Hi @TobyGrey 

send a private message to CS_Agent with order #.