topic Re: Esim delays in Archived Posts

Esim delays

Roar — Fri, 24 Sep 2021 21:18:47 GMT

I ordered an esim two weeks ago after waiting for the store for 3 weeks to get the esim in. After waiting for 5 weeks in total I need to know where I can go to get this sorted this week. Can anyone help?

my experience with EE so far has been horrendous, misinformation, errors on registering my name, over charging and now delays which I have been informed multiple times 1 week. Who can I speak with that can fix all my issues?

Re: Esim delays

mannz — Fri, 24 Sep 2021 21:37:46 GMT

Hi,

You can get the esim electronically logging into MyEE using a web browser (not on the app). If you go to account settings and make sure the number you want an esim is selected. Scroll down and there is a section titled Manage your sim / esim, replace your sim / esim and the next page will give you an option to order an esim and receive the QR code electronically.

If follow the steps from this page it will let you generate a new esim and activate it.

Re: Esim delays

Roar — Mon, 04 Oct 2021 23:50:50 GMT

Okay, so firstly, thank you @mannz you are a hero among heroes! The fix worked. The only edit is that it was that activating the esim is a little confusing as i removed my physical sim but when i added the eSim it didn't show as my number (it shows as 0000000000). You need to leave the physical sim in to activate the Esim. The warning states that if you activate the eSim the physical will stop working so it looks like a leap of faith but in truth it is extremely easy.

Secondly, @ee what is your deal? After weeks of calling your assistants, multiple visits to the shop, constant miss-information the solution was simple and available by the account. If you need a consultant to review your CX team or processes please let me know you are losing the good will of your customers over simple issues.

Now we can move onto the overcharging and incorrect sign up name.

Re: Esim delays

Jon_K — Tue, 05 Oct 2021 07:50:45 GMT

Hi @Roar.

I'm glad you were able to get the eSIM registered.

To get the overcharging and incorrect name issues addressed, you will need to give our Customer Care team a call.

They will have access to your account and be able to help you with this.

Jon