topic Re: Pixel 9 Pro XL - won't register second eSim in Android Devices

Pixel 9 Pro XL - won't register second eSim

StooBee — Wed, 04 Sep 2024 14:20:09 GMT

I recently upgraded from Pixel 6 Pro to Pixel 9 Pro XL.

I transferred my physical EE Sim from my old device to the new handset. I also use a second eSim with my work telephone number on it, and this is provided by a different network provider. This worked fine on my old (Pixel 6) phone.

However, it won't work on my Pixel 9 Pro XL.

I have asked my eSim provider to reissue the eSim QR code, they have confirmed that this code works on a number of other devices.

When I go to add a second Sim (Settings>Network and Internet>SIMs) it checks network info and then prompts to 'Scan QR code from EE'. When I scan it says 'Incorrect QR code / Check that you're scanning the right QR code.'

Even when I switch off or remove the physical EE Sim card, I still get prompts referring to the EE QR code, and it won't let me add another network/operator. I seem to recall I needed to do this step when I set up on my previous phone, but I can't seem to do that on the Pixel 9.

I have spoken to EE Customer Support who have confirmed using my IMEI that my handset is not locked, but everywhere in the setup it refers back to EE. When I go to troubleshooting on the phone, it references an EE telephone number. When I go to EE's phone unlock webpage (https://ee.co.uk/plans-subscriptions/mobile/settings-permissions/device-unlock) I just get error messages linked to both IMEI numbers.

I am sure I must be missing something, somewhere.

Re: Pixel 9 Pro XL - won't register second eSim

Christopher_G — Wed, 04 Sep 2024 17:31:19 GMT

Hi @StooBee

Welcome to the community. 🙂

The Google Pixel phones that we sell are all unlocked, so you should be able to add an eSIM from another network.

Are you following the instructions exactly as they show on this How to use dual SIMs on your Google Pixel phone help page?

If so, and it still isn't working, I recommend speaking with Google, or the network provider for the eSIM directly to try and find a solution.

Chris

Re: Pixel 9 Pro XL - won't register second eSim

StooBee — Thu, 05 Sep 2024 06:47:51 GMT

Thanks @Christopher_G

Yes, I understand that all new phones are sold unlocked, and the EE Customer Support team members that I have spoken to have said the same. However, this phone is acting like it is locked.

I have followed the instructions in the video you link to. However, on the video there is a step asking to select a network. I am not being shown that step and being told that I am only able to scan a QR from EE.

Prompt to scan a QR code from EE - no option is given to select a different network.Error message when scanning eSIM

I have spoken to Google, who have also told me that I am following the correct steps and that there is no fault with my phone.

I have spoken with my eSIM network provider who insists their eSIM is functioning normally, and that the QR code for the eSIM works fine in other phones (they have tested on a Samsung, an iPhone and an earlier model Pixel).

I think my only solution will be a factory reset, and to try the eSIM before inserting the physical EE sim-card...

Re: Pixel 9 Pro XL - won't register second eSim

chistery — Thu, 05 Sep 2024 07:08:30 GMT

What's the page before the one where you scan? Which option are you picking?

Have you tried removing your EE SIM, and trying over wifi?

Re: Pixel 9 Pro XL - won't register second eSim

StooBee — Thu, 05 Sep 2024 07:17:06 GMT

Update: factory reset has not enabled me to scan the eSIM - the device still prompted me to scan an EE QR code.

Re: Pixel 9 Pro XL - won't register second eSim

StooBee — Thu, 05 Sep 2024 12:29:03 GMT

Thanks @chistery

Yes, I have tried removing the EE SIM and also tried a hard factory reset and installing the eSIM first, but the message is the same - it asks specifically for an EE QR code.

The pages before I scan go like this:

I select SIMs from the Network and Internet menu under Settings.I select Add SIM from the SIMs menuI am presented with two options, and select Set up an eSIMIt tells me it is checking network info... then the QR prompt appears

The video shows an extra step - and when I have done this previously there was also an extra step...

Not sure what else to look for.

Re: Pixel 9 Pro XL - won't register second eSim

chistery — Thu, 05 Sep 2024 12:37:06 GMT

Very strange, I wonder why the phone seems to be tied to EE only. I get:

Re: Pixel 9 Pro XL - won't register second eSim

Peter_W — Thu, 05 Sep 2024 13:24:45 GMT

Thanks for giving that a try @StooBee.

Can you please try removing your EE SIM and try setting up your other network's eSIM then?

Peter

Re: Pixel 9 Pro XL - won't register second eSim

StooBee — Thu, 05 Sep 2024 14:08:48 GMT

Thanks @Peter_W ,

Yes, I have tried this a few times - I even performed a full factory reset and tried scanning the eSIM before inserting the EE SIM, and I get the same prompt.

Not sure why it seems to do this...

Re: Pixel 9 Pro XL - won't register second eSim

StooBee — Thu, 05 Sep 2024 14:14:57 GMT

Yes, this is what I expected - when I set my previous phone up, this is what I was prompted with.

One independent IT person I have spoken to said that some handsets (destined for non UK markets) sometimes lock themselves to the network/operator of the first SIM that is inserted. Perhaps because my handset was brand new launch-day Pixel, that it is from a batch that was not supposed to come to the UK.

I don't know...

Re: Pixel 9 Pro XL - won't register second eSim

Peter_W — Thu, 05 Sep 2024 14:24:20 GMT

l Thanks for confirming that @StooBee.

Like @Christopher_G mentioned, we haven't sold any handsets with network lock since 2021, so I can't think of any reason why this individual device would be an exception.

The detail your contact mentioned about phones locking to the first carrier paired to them did certainly apply in the past, but it's not something I've come across for a number of years.

If you've got the option, it could be worth trying a physical SIM from another network in this SIM to see if this is rejected; that way we can say for sure if it's an unlocking issue.

Peter

Re: Pixel 9 Pro XL - won't register second eSim

StooBee — Thu, 05 Sep 2024 14:33:55 GMT

Thanks @Peter_W ,

The EE Customer Services staff I spoke with over the phone have said the same regarding the lock.

Thanks, I will try using a different physical SIM from another network. All of my family have EE SIMs, but I will see if I can borrow one from a friend over the next day or so.

Thank-you for your time!

Re: Pixel 9 Pro XL - won't register second eSim

Peter_W — Thu, 05 Sep 2024 14:53:16 GMT

Cheers @StooBee 😊

Keep us posted on how you get on, and if it does look like it's managed to become locked, please give our Technical Guides another call, and they should be able to help you escalate this to our unlocking team.

Peter

Re: Pixel 9 Pro XL - won't register second eSim

norwoody — Thu, 05 Sep 2024 15:29:05 GMT

Just to add my experience, I'm noticing the same thing. I seem to be able to use physical sim cards but can't add any esims. Trying to activate EE or non EE is not working.

@StooBee did you update to the September security patch that was released this week? I know I did, and I didn't have any problems before then...

Re: Pixel 9 Pro XL - won't register second eSim

StooBee — Thu, 05 Sep 2024 15:43:25 GMT

Hi @norwoody ,

Yes, I did apply the September security patch - I also got a really small (or at least very quick) update to that patch today.

The issue was happening before I got the patch - I was actually hopeful that the patch was going to resolve the issue - but it has continued, and is still happening. I haven't tried an EE eSIM, but will see if a physical SIM from another network has any issues first, perhaps.

Good luck with your issue!

Re: Pixel 9 Pro XL - won't register second eSim

norwoody — Thu, 05 Sep 2024 17:36:47 GMT

Good luck for you too!

I've just tried factory resetting, and rolling back to the original factory image the phone came with. No matter what it seems that I cannot add ANY esims now. No issues at all with physical sims.

Re: Pixel 9 Pro XL - won't register second eSim

chistery — Thu, 05 Sep 2024 18:05:23 GMT

We have seen this issue before with EE and Pixels, but as far as I can remember, no one reports back if they fix it. Like this thread.

I think I would be pushing for a replacement device if it's within 14 days? (well, even if it's not something isn't right here)

Re: Pixel 9 Pro XL - won't register second eSim

norwoody — Thu, 05 Sep 2024 20:11:10 GMT

My 14 day period ended yesterday. Strangely I no longer seem to have issues adding esims for non-EE networks, even after redownloading the September security update. I've no idea what's changed. A few of the things I did:

- Clear app data for some system apps like (sim services, etc)

- Downgrade software version to the one that came out of the box

No idea if it is a blip or something that was at google's end, but after adding and removing non-EE esims several times now it looks to be fine. Only thing that throws me off is that when adding an esim it still says "Scan QR code from EE".

Re: Pixel 9 Pro XL - won't register second eSim

FastLaneJB — Sat, 07 Sep 2024 22:19:12 GMT

I've been wondering about this as I got my Pixel 9 Pro Fold and it's the same. It's not locked to the first SIM put in it as I haven't yet got to the point of putting a SIM in. If it's unlocked it's got a funny way of acting unlocked when it's asking for an EE SIM.

Unsure now if this is going to serve my purposes of running off two different networks or not.

Re: Pixel 9 Pro XL - won't register second eSim

ashleycardwell9 — Sun, 15 Sep 2024 15:02:43 GMT

I run an Orange Luxembourg Esim along side my EE sim. I had the problems that you are having.

MY FIX:

Use the Google camera app to scan the ESIM QR code, when the orange /yellow popup comes up, click it and set up that way.