topic iPhone 14 not working in Apple Devices

iPhone 14 not working

Lyndsay8 — Wed, 05 Apr 2023 18:50:48 GMT

Just got a new phone and I can’t use that or my previous phone due to the eSIM. Looks like a few people have had the same issues. Can anyone help?

Re: iPhone 14 not working

Lyndsay8 — Wed, 05 Apr 2023 18:43:11 GMT

Hello,

I have been reading the correspondence about the eSIM issue and I’m experiencing the same issue. Just got an IPhone 14 today and unable to use and to top it off my SIM card is no longer working in my other phone. Spoke to an advisor online who was unable to help and kept referring me to go to a shop.
Can anyone provide some advice?

Re: iPhone 14 not working

Leanne_T — Thu, 06 Apr 2023 06:40:12 GMT

Hi @Lyndsay8

Thanks for coming here.

Have you downloaded an eSIM for the iPhone14?

If so, do you have signal showing?

Leanne.

Re: iPhone 14 not working

Lyndsay8 — Thu, 06 Apr 2023 07:55:31 GMT

Hi Leanne,

I'm not sure about download, but all I did was try to activate it on my EE account. My old phone sim had deactivated and my IPhone isn't working either. I have just processed a return since the bluetooth isn't connecting to most devices either.

Re: iPhone 14 not working

Leanne_T — Thu, 06 Apr 2023 08:51:14 GMT

Hi @Lyndsay8

I am sorry to hear this, have you been back in touch with our mobile care team to organise a replacement SIM card?

Leanne.

Re: iPhone 14 not working

Lyndsay8 — Thu, 06 Apr 2023 08:56:03 GMT

Hi Leanne,

Yes I have. I now have to wait for a pack to send my IPhone back before I can then get a new phone which could take up to 3-4 weeks in total which I am not happy about. I've paid £30 upfront, and now I don't have a phone to use.

Can you advise what the process would be to cancel my EE contract?

Re: iPhone 14 not working

Leanne_T — Thu, 06 Apr 2023 09:04:17 GMT

Hi @Lyndsay8

Once the phone has been returned to us, the upfront payment will be refunded and the contract dates will be amended for you to upgrade again or cancel the contract with us.

Leanne.

Re: iPhone 14 not working

Lyndsay8 — Thu, 06 Apr 2023 09:08:33 GMT

Hi Leanne,

I'm still waiting on my return slip to come through via email. I've been on the phone to someone this morning and she said she would send this through via email. Can you advise how long this would take?

Re: iPhone 14 not working

Leanne_T — Thu, 06 Apr 2023 09:28:10 GMT

This should be within 24 hours @Lyndsay8

Please check your junk/spam folders and give us another call if you don't have this 🙂

Leanne.

Re: iPhone 14 not working

Lyndsay8 — Thu, 06 Apr 2023 09:32:08 GMT

Thanks for your prompt response Leanne.

Is there anyway to get this faster? Also what about my new tarrif? Since I don't have a phone now I will be paying for a higher tarriff for a phone I haven't been able to use since receiving it.

Re: iPhone 14 not working

Leanne_T — Thu, 06 Apr 2023 09:33:26 GMT

The plan will go back to the old one once the device is back with us @Lyndsay8

Please call us and the team will see what they can do to help 🙂

Leanne.

Re: iPhone 14 not working

Lyndsay8 — Thu, 06 Apr 2023 09:35:08 GMT

Can you confirm if the payment will come out this month if I only took out the contract on Tuesday? I had to pay an upfront cost of £30. If the payment does come out, will I receive a refund?

Re: iPhone 14 not working

Leanne_T — Thu, 06 Apr 2023 09:40:08 GMT

Hi @Lyndsay8

The payment date won't change, any money owed back to you for the upfront payment will be refunded. If you would like to this looked into further please call us and the team can check the account and let you know if the new plan charge would be refunded if you return the phone. They will be happy to help 🙂

Leanne.