topic Re: Esim requested and now my phone is disconnected from EE. Can’t call 150 in Archived Posts

Esim requested and now my phone is disconnected from EE. Can’t call 150

Iuli3 — Tue, 25 Aug 2020 11:20:09 GMT

I requested my sim to be swapped for an esim. Didn’t get the esim pack yet but it looks like my physical sim has been disconnected. I can‘t call customer services because I don’t have access to another phone now. Is there a live chat with customer support?

Thanks

Re: Esim requested and now my phone is disconnected from EE. Can’t call 150

Leanne_T — Tue, 25 Aug 2020 12:17:50 GMT

Hi there @Iuli3

I am sorry to hear this.

You can find our contact details on the get in touch page, this does have a chat option which will show when an agent is available.

Thanks.

Leanne.

Re: Esim requested and now my phone is disconnected from EE. Can’t call 150

Chris_B — Tue, 25 Aug 2020 12:27:08 GMT

@Iuli3 The QR pack is what transfers your information from your physical sim to the eSim. This can not be done without the QR pack. Your sim not now working now has nothing to do with you requesting a QR pack to activate the eSim on your device.

what device is it ? Are others with you on EE and do they have a working signal on their device?

Re: Esim requested and now my phone is disconnected from EE. Can’t call 150

Iuli3 — Tue, 25 Aug 2020 15:11:09 GMT

Iphone xs max.
Is not a signal issue, other ee phones around me work just fine. I don’t get wifi calling either even though I am connected to wifi

Re: Esim requested and now my phone is disconnected from EE. Can’t call 150

Chris_B — Tue, 25 Aug 2020 15:43:52 GMT

@Iuli3 Have you tried a network reset on the device? This is in settings>general>reset>reset network settings.

Re: Esim requested and now my phone is disconnected from EE. Can’t call 150

chistery — Tue, 25 Aug 2020 16:00:59 GMT

Requesting a eSIM can disconnect the existing SIM, we've had reports before of this, and seems to be dependent on how it is performed by EE.

If you're near an EE store, it may be quicker to pop in and get a replacement eSIM?

Re: Esim requested and now my phone is disconnected from EE. Can’t call 150

Iuli3 — Thu, 27 Aug 2020 05:20:05 GMT

my esim arrived and I am now connected again

Re: Esim requested and now my phone is disconnected from EE. Can’t call 150

Leanne_T — Thu, 27 Aug 2020 06:45:09 GMT

Thanks for coming back and letting us know @Iuli3

Leanne.