When you order mobile broadband from Internetport, your SIM card is normally shipped within 3-5 business days via PostNord. If your mobile broadband SIM card delivery time exceeds this, it may be due to several factors, such as postal delays or the need to check your order confirmation. It's important that the SIM card arrives before your agreed start date, otherwise the service won't activate automatically. In this guide, we'll walk through exactly what to do if your SIM card hasn't arrived, how to track your delivery, and what steps you can take to avoid activation issues.

Check Delivery Status and Tracking

  1. Step 1: Verify Normal Delivery Time

    Normal delivery time for mobile broadband SIM cards is 3-5 business days from when your order has been confirmed. Count only business days (Monday-Friday) and exclude weekends and holidays. If you ordered on a Friday, Monday counts as the first business day. PostNord handles all deliveries and delivers to your registered address unless otherwise specified during ordering.

    Note that delivery time starts counting from the order confirmation, not from when you first initiated the order. Therefore, always check your email for confirmation before you start counting days.

  2. Step 2: Find Your Tracking Number in the Order Confirmation

    When your order has been processed and the SIM card shipped, you'll receive an order confirmation via email. This email contains a tracking number from PostNord that you can use to follow your shipment. Check both your inbox and spam folder if you can't find the email.

    Go to PostNord's website and enter the tracking number to see where your package is. If the tracking information shows the package is "Out for delivery," it should arrive the same day. If the status is "Ready for pickup at service point," you need to pick it up yourself with valid ID.

    Missing the order confirmation entirely? Verify that you entered the correct email address when ordering and contact our support to have the confirmation resent.

  3. Step 3: Ensure the SIM Card Is Inserted Before Start Date

    For your mobile broadband service to activate automatically, the SIM card must be inserted in your router or device before the agreed start date. The start date is shown in your order confirmation and is the day when the service should begin working.

    Here's how to insert the SIM card correctly:

    1. Locate the SIM card slot on your router (usually on the back or bottom)
    2. Push out the correct size from the SIM card frame (most routers use standard or micro-SIM)
    3. Insert the SIM card with the gold contacts facing down according to the marking in the slot
    4. Start the router and wait for it to connect to the network (can take 5-10 minutes)

    If you haven't received your SIM card before the start date, the service won't activate, but you also won't be charged until activation occurs. Read more about how mobile broadband works to better understand the activation process.

  4. Step 4: Contact Support If SIM Card Is Missing 2 Days Before Start Date

    If your SIM card hasn't arrived two business days before your planned start date, you must contact our support immediately. This is critical to avoid activation issues and to allow us to take action in time.

    When contacting support, have the following information available:

    • Your order number (found in the order confirmation)
    • Personal ID number or organization number linked to the order
    • Tracking number if you have one
    • Your planned start date

    You can reach our support by phone, email, or chat on our website. Phone support usually has the shortest processing time for urgent matters like this.

  5. Step 5: Request Postponement of Start Date in Case of Delay

    If your SIM card is delayed, our support can postpone your start date so that activation occurs when you've actually received the card. This is a free service and doesn't affect your contract otherwise.

    Support will:

    • Verify the status of your shipment with PostNord
    • Suggest a new start date based on expected delivery
    • Update your contract with the new start date
    • Send a new confirmation via email

    If the SIM card has been completely lost in the mail, support can order a new card sent by express delivery. In rare cases, we can also offer you to pick up a SIM card at one of our service locations if you live nearby.

Billing and Start Date

A common question is how billing works when the SIM card is delayed. Here's what's important to know:

The first invoice is generated at order but is only charged when the service activates. This means that even if you see an invoice in your customer account, no money will be withdrawn until your SIM card is active and the mobile broadband service is working. Activation occurs automatically when the SIM card connects to the network for the first time after the start date.

If you want to change your start date for reasons other than delayed delivery (for example, if you want to postpone the start for personal reasons), you must contact support at least 2 business days in advance. Changes to the start date can normally be made free of charge up to 2 days before the planned start date.

Our mobile broadband service uses one of Sweden's largest mobile networks to give you the best possible coverage and speed.

Common Problems and Troubleshooting

SIM Card Arrived But Doesn't Work

  • Check that the start date has passed: The service doesn't activate until the agreed start date, even if you insert the SIM card earlier.
  • Wait 10-15 minutes after first start: It can take some time for the router to register on the network the first time.
  • Verify that the SIM card is inserted correctly: Remove and reinsert the SIM card, make sure it clicks into place properly.
  • Check that the router is compatible: Some older routers may not support the SIM card we send. Contact support if you're unsure.

Wrong Delivery Address

  • SIM cards are sent to registered address: If you've moved recently but haven't updated your registration, the card is sent to your old address.
  • Contact PostNord for redirection: If the package is on its way to the wrong address, PostNord can sometimes redirect it, but this must be done quickly.
  • Request new SIM card to correct address: If the card has already been delivered to the wrong location, support can send a new card to your current address.

No Tracking Number in Order Confirmation

  • Tracking number added later: Sometimes the order confirmation is sent before the tracking number is generated. Check your email again after a few hours.
  • Separate email from PostNord: In some cases, PostNord sends a separate email with tracking information directly to you.
  • Contact support for manual follow-up: If you don't receive a tracking number within 24 hours after order confirmation, contact support.

SIM Card Lost in Mail

  • Wait the full delivery time: Even if tracking isn't updating, the package may still be on its way. Wait at least 5 business days.
  • PostNord claim: After 5 business days without delivery, we can file a claim with PostNord.
  • New SIM card sent automatically: If PostNord confirms that the shipment is lost, we'll send a new card at no extra cost.
  • Express option in urgent cases: If you need the service urgently, we can send a new card by express delivery (extra cost may apply depending on the situation).