topic Re: E-sim set up error in Archived Posts

E-sim set up error

Lb21 — Tue, 07 Sep 2021 07:52:10 GMT

Hi I am having problems setting up my E-sim, when trying to set it up my physical sim appears to have been wiped (it now gets no signal) and therefore I can't get the pin code SMS delivered to unlock my e-im. I now have no ability to make phone calls or gets SMS and therefore can't contact customer support as only have wifi access Please can someone contact me so this can be resolved! Lucy

Re: E-sim set up error

Lb21 — Tue, 07 Sep 2021 07:52:52 GMT

Re: E-sim set up error

Lb21 — Tue, 07 Sep 2021 09:18:44 GMT

Help! I still can't get any data on my phone and can't make any phone calls can anyone helop

Re: E-sim set up error

Schockwave — Tue, 07 Sep 2021 10:05:47 GMT

@Lb21 , if you have something like Skype, you could contact customer service that way, or try live chat,

You may find the answers here:

https://ee.co.uk/help/help-new/getting-started-and-upgrading/setting-up-an-esim/what-is-an-esim

Re: E-sim set up error

Chris_B — Tue, 07 Sep 2021 10:32:17 GMT

@Lb21 Your SIM card is only wiped once you have setup the eSim as it moves the information from your sim to the eSim. Have you tried restarting the device? Have you removed your now none working sim from the device.

Re: E-sim set up error

Lb21 — Tue, 07 Sep 2021 10:51:37 GMT

Hi Yes I have restarted the phone multiple times, removed the sim & it still just tells me it is on SOS only mode so I have no signal & can’t get any data.
But the e-sim is not set up yet and still says I need to enter a pin- but the pin is only sent to me by SMS which I can’t get now as have now data.
I don’t know how to fix this but now don’t have a working phone!!

Re: E-sim set up error

Christopher_G — Tue, 07 Sep 2021 13:19:37 GMT

Hi @Lb21

Welcome to the community.

I would recommend speaking to our technical support team so they can look into this further for you.

Hopefully they can help you get up and running quickly.

Chris

Re: E-sim set up error

Lb21 — Tue, 07 Sep 2021 18:39:40 GMT

Hi Chris

Unfortunatrly the online chat is not working & as I stated I have no ability to make a phone call as my phone has been cut off. Is there a way to email or speak to

someone another way??
I’m very stuck at the moment!

Re: E-sim set up error

Lb21 — Tue, 07 Sep 2021 18:40:20 GMT

Hi @Christopher_G

Unfortunatrly the online chat is not working & as I stated I have no ability to make a phone call as my phone has been cut off. Is there a way to email or speak to

someone another way??
I’m very stuck at the moment!

Re: E-sim set up error

Christopher_B — Wed, 08 Sep 2021 07:23:06 GMT

Hi @Lb21

Do you have another phone you can use to contact us, maybe a friends or family members phone?

Thanks

Chris

Re: E-sim set up error

Lb21 — Wed, 08 Sep 2021 08:40:38 GMT

@Christopher_B

No sadly I don’t have another phone hence why I am messaging on here!
Is someone able to provide another way for me to contact you??

Re: E-sim set up error

Christopher_B — Wed, 08 Sep 2021 08:51:45 GMT

@Lb21 The best way while abroad is via out online chat service, I know this wasn't available for you last night.

Has that changed this morning?

Thanks

Chris

Re: E-sim set up error

Lb21 — Wed, 08 Sep 2021 08:56:19 GMT

@Christopher_B @No the online chat is not loading it’s just a blank page.
is there an email or other way I can contact someone.
I have internet but no ability to make a call!
Lucy

Re: E-sim set up error

Christopher_B — Wed, 08 Sep 2021 08:59:19 GMT

@Lb21

We can't deal with customers via email I'm afraid.

I've just checked our chat service and it should be working. Could you try using a different browser and see if it helps?

Thanks

Chris

Re: E-sim set up error

Lb21 — Wed, 08 Sep 2021 09:10:14 GMT

@Christopher_B

I have logged on 3 different internet browsers and its simply states 'message us' but then no box or pop up is availiable

I really need to get this sorted what other options are there? Can someone link me to the online chat

I am stuck without a phone and no ability to ring anyone please help!

Re: E-sim set up error

Christopher_B — Wed, 08 Sep 2021 09:18:45 GMT

@Lb21

If you jump on our Contact Us About Your Mobile page.

Under message us you should see a Start Conversation button, I've just checked and it's working.

If that isn't working at your end, and you can't get access to another phone to call us, then you'll need to pop into one of our stores so they can help you with this.

You can find your closest store on our EE Store Finder page.

Thanks

Chris