Hi, Thanks for your post and welcome to the community forums.
Sorry to hear that you have not got your SIM card. Can you tell us a little more about what's happening? Was this an mobile upgrade or a media service upgrade? Mobile upgrades do not require replacement SIM cards to be sent, you would use the one you currently have and place this in your new phone. If this is a media upgrade to an Oomph package and the SIM has not arrived then you will need to speak with the media sales team to confirm the upgrade has gone through with a SIM card. Hope this helps.