topic Re: eSim activation without my old phone in EE app and website

eSim activation without my old phone

NickSewell — Fri, 22 Sep 2023 12:32:00 GMT

My old iPhone 14 had a broken screen, so it was replaced through insurance. New phone arrived today and courier picked up the old phone.

I have been trying to get an eSim downloaded and working but the only way to do it is to get a Pin from the old phone, which I don't have.

I have been passed from pillar to post and been on hold for an hour trying to get help. They promised a call back, but of course, that didn't happen. I live miles away from the nearest EE shop so looking for any advice.

Why don't EE allow you to keep your old phone while the new one is setup, then send the old one back (thats what other suppliers do)

Re: eSim activation without my old phone

Katie_B — Fri, 22 Sep 2023 14:26:12 GMT

Hello @NickSewell.

Welcome to the community.

Since your post have you received your call back?

If not, did the agent provide you with a timescale?

Speak soon,

Katie

Re: eSim activation without my old phone

JulianaOliveira — Mon, 25 Sep 2023 19:43:25 GMT

I have the same issue.

Re: eSim activation without my old phone

Christopher_G — Tue, 26 Sep 2023 06:38:07 GMT

Hi @JulianaOliveira

Welcome to the community.

Have you tried speaking to our Mobile Care team?

Chris

Re: eSim activation without my old phone

beng_2024 — Mon, 25 Mar 2024 15:09:37 GMT

Any updates on this? I have the same issue.

Re: eSim activation without my old phone

James_B — Mon, 25 Mar 2024 15:48:16 GMT

Hi @beng_2024,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to activate your SIM if you get in touch.

Thanks

James

Re: eSim activation without my old phone

Chazzy86 — Mon, 07 Oct 2024 00:01:51 GMT

Hi Were you able to resolve this. My old phone has broken. I have ordered a new phoen but when I try and get a QR code it says it will text me the activation code which is useless.

Re: eSim activation without my old phone

Katie_B — Mon, 07 Oct 2024 07:02:35 GMT

Hello @Chazzy86.

Thanks for coming here.

Did you request a replacement QR code?

Katie

Re: eSim activation without my old phone

Scouse — Fri, 11 Apr 2025 23:58:02 GMT

2 years later and EE STILL don’t have a stress free simple way to solve this issue. I ordered a new phone as old one was stolen…. So no sim… no access to number. EE ‘forgot’ to send me a physical sim with the phone. Was told to go to a store 40 mins drive away. Got there and advised they need ID. Great.. I have a photo of my passport in my partners phone. NOPE.. they needs the physical ID. As not advised about ID at all by online customer support. So 40 min drive back, send me an eSIM…. I need my old number to receive a PIN code. 🤣🤣🤣🤣
you couldn’t make it up. So tomorrow another 40 min drive with physical passport with a very sick disabled child and rude obnoxious call advisors like ‘Alfie’ telling me I just have to deal with it. Computer says no. 17 years a customer of EE, multiple lines I pay for monthly and get told to deal with it.
stay classy EE.

Re: eSim activation without my old phone

Christopher_G — Sun, 13 Apr 2025 14:29:31 GMT

Hi @Scouse

Welcome to the community.

I'm really sorry to hear of your experience with this. Have you managed to get your SIM up and running now?

Chris