topic Re: eSIM and Replacement Activation in Archived Posts

eSIM and Replacement Activation

MickMan2018 — Fri, 23 Jul 2021 22:11:45 GMT

Good evening,

Somewhat foolishly I deleted my EE eSIM when I performed a factory reset on my iPhone.

As I no longer have access to my number to receive the one time SMS code I used the chat facility and explained what had happened to an agent.

They sent me out a replacement eSIM QR code yesterday, which I've received, but it's still asking me for my phone number to receive a code.

What do I need to do next please? Many thanks for any help and apologies for being immensely idiotic!

Re: eSIM and Replacement Activation

Chris_B — Sat, 24 Jul 2021 11:56:08 GMT

@MickMan2018 Your going to have to request a replacement SIM card you can do this by going to a EE store or by Cali customer services. If you can go to a store today you’ll be able to sort this today.

Re: eSIM and Replacement Activation

uvarvu — Sun, 25 Jul 2021 07:33:43 GMT

This is exactly why SMS authentication needs to be stopped. EE why are you persisting in this archaic practice!? Switch to video authentication NOW like some clued up banks have...

Re: eSIM and Replacement Activation

MickMan2018 — Fri, 30 Jul 2021 22:27:05 GMT

Sorry for the delay in replying, I'll have to call 150 to get it sorted.

I can see it from EE's point of view as it's likely a security method but it's a shame it's harder to obtain a replacement eSIM for one that's been removed from a device than it is to place an order for one through the app for customers who wish to move from a physical SIM.

Agree with the OP who makes a great suggestion in terms of verifying yourself through a video.

Re: eSIM and Replacement Activation

Chris_B — Sat, 31 Jul 2021 11:05:05 GMT

@MickMan2018 The information has to be taken off a physical Sim card when you use the QR code, even if EE did video authentication it still wouldn’t work as the device doesn’t have a signal so can not join the EE network. The QR code activates a process on the device to move information from the sim to the eSim on the device. Any QR code can be used by anyone, you can get one and give it to someone else to use and it’ll move their number on their device from their sim.

Re: eSIM and Replacement Activation

uvarvu — Sat, 31 Jul 2021 15:04:04 GMT

Yes that part is true but there is nothing stopping authentication taking place over WiFi…

Re: eSIM and Replacement Activation

Chris_B — Sat, 31 Jul 2021 19:11:10 GMT

@uvarvu You want EE to create a new process for this to work and that’s probably not possible because how it was designed to work in the first place. QR codes are not user specific and have no information within them to set up an eSim on there own, it activates a process within the device to pull information from a sim on to the the eSim within the device. The information is already on the sim not the QR code the QR code is just a trigger to move information.

So it still wouldn’t work with video authentication.

Re: eSIM and Replacement Activation

uvarvu — Sat, 31 Jul 2021 19:33:14 GMT

I know it’s a trigger.

But at the end of the day it’s just a download of subscriber information from EE’s HLR into the E-SIM module on your phone. EE shouldn’t be verifying a user via SMS at this point, it has been well proven that this method of authentication is open to attack.

They should allow a user to upload a video of themselves saying who they are, what their mobile number is etc. Another option is is to allow users to store their own authenticator codes in a password manager or an authenticator app to allow for offline authentication.

Re: eSIM and Replacement Activation

MickMan2018 — Thu, 12 Aug 2021 09:27:42 GMT

Sorry for not replying sooner.

I've had a busy few weeks so haven't had the chance to contact the technical team until just.

Gemma was incredibly helpful, however, after I terminated the call and downloaded a replacement eSIM via the MyEE app it asks for the OTP code to activate the eSIM.

Re: eSIM and Replacement Activation

uvarvu — Thu, 12 Aug 2021 09:33:51 GMT

Bahahahaha!

EE's herp derp E-SIM management in a nutshell.

The gates are down, the lights are flashing but the train sure isn't coming!

Re: eSIM and Replacement Activation

Leanne_T — Thu, 12 Aug 2021 11:37:35 GMT

Hi @MickMan2018

I am sorry to hear this, you will need a replacement SIM card and then request the eSIM.

You can find out how to order a replacement SIM card on our Help page.

Leanne.

Re: eSIM and Replacement Activation

MickMan2018 — Thu, 12 Aug 2021 13:15:30 GMT

Thanks Leanne.

Re: eSIM and Replacement Activation

Sanjeevgopal1 — Sat, 09 Oct 2021 21:14:27 GMT

It’s a rubbish process to send the activation code via text message when someone doesn’t have access to the phone itself (accidentally removed esim). Rather you should have an option to send to an email as well? Banks do that, mobile phone shouldn’t be more critical? Annoyed the hell out of me today and I am without connectivity at the moment. Chat support is rubbish!

Re: eSIM and Replacement Activation

Leanne_T — Sun, 10 Oct 2021 07:42:07 GMT

Hi @Sanjeevgopal1

Thanks for coming to the community.

If you have removed the eSIM and need a replacement, please give us a call on 0800 079 8586 from another phone.

Thanks.

Leanne.