When did she order the SIM? It can take 3 - 5 working days to arrive. She could also get a new SIM in an o2 Shop.

Hello @UY09 ,

Welcome to the community, even if this is not a nice first post from you. 

that's not so nice for your wife, of course. I join the question, when exactly did you order the new sim card? 
To make it quick now, please contact an o2 store directly. There you can also get a replacement sim card, the costs are the same.

Best regards,
Maria

Hello it's a prepaid sim and all the stores have told us they cannot support prepaid customers and we have to go via helpline.

It has been over two weeks since the sim was ordered, the issue is she does not have her name on the letter box so could be one reason why it's not getting delivered. 

We called to get the address updated to include a 'care of' line, but were told that is not possible which is funny because she has received letters from every other place with this arrangement.

The helpline could also  not help her change her address to an alternate one nor could they help her recover her access to myO2 to do it herself.

​​​So what should she do in this case? It is beyond frustrating now to be without a phone for over 2 weeks and not being able to get a replacement sim card which should be fairly simple.

We are considering sending a request to cancel her prepaid number and move to another network.

And no this issue has not been resolved!! The check mark was clicked in accident.

Hi @UY09 ,
thanks for your further posts. Can you arrange that the name will be on the postbox because we do not have any influence regarding delivering. 
If this can arranged by you i can send you a new card. 
Or alternative if it is a prepaid card, you can order a new Freikarte 

kindly regards
Michael

Hi @UY09 ,
is everything fine? Were you able to order a new card? 

best regards
Michael