What is the average wait for an eSim sent in the post?

Edgehog — Thu, 29 Oct 2020 11:23:35 GMT

In anticipation of my iPhone purchase on October 25th, I requested a replacement eSim online. Received a confirmation. It said 2-3 working days.

When I got in touch with Customer Care later that week, I learned that it normally takes at least 5 working days.

By Monday 26th nothing had arrived.

So, like last year, I went to an EE shop to get this sorted. 2019 it was Cobham. Perfect service. This year, I was in Guildford.

I was told in the shop that they couldn't do it and that if I would call 150 first they could sort it out for me online and fix it straight away.

So I did. Called 150, from the comfort of the outside rain.

Only to learn that only in a shop they can do it straight away and all Customer Care could do for me was sending out a new replacement QR code which... ”will take at least again 5 working days like the last one you didn't receive...

Please go back to the shop and let them call us”

I went back. First a discussion about whether they had to do it or not, but after I told them to call EE as per EE’s instructions, suddenly the cards changes. The person started the procedure. It took a while and a lot of sighs.

Long story short:

Is there room for improvement?

Why can't I pick up my new QR code through my EE or email like with my other provider (T-Mobile Netherlands)?

Just as example: I walk in a shop, renew my contract but am on eSim.

What happens then?

Or what if I renew online? I've received numerous texts from EE that I was eligible for an upgrade but apparently their system isn't prepared for more than moving phones.

As soon as it is eSim related, it all gets stuck.

Re: What is the average wait for an eSim sent in the post?

Chris_B — Thu, 29 Oct 2020 13:33:55 GMT

@Edgehog EE are apparently working on you getting your QR code via email. But at present you still need to get a QR pack.

Re: What is the average wait for an eSim sent in the post?

Edgehog — Thu, 29 Oct 2020 14:01:05 GMT

I appreciate your reply. Let's hope it gets a 2020 solution in due course.

In the meantime, would pick one up at the store not be a much better and faster solution?

How can EE serve clients if the procedure to snail mail it, doesn't work or isn't reliable?

Never mind. I just partly needed to ventilate my frustration.

I am v happy with EE’s network and how they picked up retention. So I don't want to remain in this state of mind.

Hope next year around this time it is solved.

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What is the average wait for an eSim sent in the post?

Re: What is the average wait for an eSim sent in the post?

Re: What is the average wait for an eSim sent in the post?