topic Re: eSIM QR Code not working in SIM cards & Porting

eSIM QR Code not working

Rovi — Tue, 26 Oct 2021 10:30:21 GMT

So I just upgraded my monthly contract to a SIM Only plan and bought a Pixel 6 unlocked directly from Google.

On receipt of the new phone, I've deleted the eSIM from my existing phone (pixel 4) then ordered a replacement online through my EE (digital).

When scanning the QR code on the pixel 6, it says its invalid.

I then tried to scan it on my Pixel 4 to get service back, but its also invalid there too.

Now I have no Service so can't contact customer support.

How can I resolve this? and also, why is your website giving out non-working QR codes.

Also I tried several times, and never clicked the option to say I confirm I've downloaded it. I expect not to get charged 3 times for the faulty QR codes...

Re: eSIM QR Code not working

Chris_B — Tue, 26 Oct 2021 12:17:54 GMT

@Rovi QR codes just activate the esim with your number. I think something else is the your issue. You’ll have to call customer services about this and I wouldn’t be surprised if you need a replacement SIM card first.

not sure why you deleted your eSIM from your old device as activating on new device will just transfer your number across.

Re: eSIM QR Code not working

afry276 — Tue, 26 Oct 2021 17:03:53 GMT

Got the exact same problem today also with the Pixel 6 Pro. Requested a new esim, EE automatically deactivated my old esim and now I have no network on either mobile. Tried to download the new esim onto my old mobile (pixel 4 xl) and it now also says 'Incorrect QR code'.

Contacted the online chat and was told to call a number for technical support. I solely rely on my mobile and do not have a landline. Now I have been told I need to go to the store tomorrow but it does look like a esim generation issue with EE...

Re: eSIM QR Code not working

Katie_B — Tue, 26 Oct 2021 17:27:41 GMT

Hello @afry276.

Welcome to the EE Community.

I am so sorry to hear this has happened.

Please keep us updated after your visit to store.

Katie 🙂

Re: eSIM QR Code not working

cunningmunki — Tue, 26 Oct 2021 18:48:58 GMT

Same here. Just got a Pixel 6 and get the message that the QR code is not recognised.

Re: eSIM QR Code not working

peterfields — Tue, 26 Oct 2021 19:05:57 GMT

Same here, have a new Pixel 6 Pro and the QR code doesn't work. There is also an option to download but it just gives a link to the myee app and doesn't seem to be anywhere in the app to download the esim.

Re: eSIM QR Code not working

Houpsie — Tue, 26 Oct 2021 19:15:38 GMT

I've just been on the phone to second line technical support and they've had a lot of phone calls regarding this issue today. I've gone through all of the troubleshooting steps. They have said that 3rd line will be in contact within 78hrs. Might be worth popping into a store and getting your line transferred to a physical SIM for the time being. Can't see this being resolved quickly.

Re: eSIM QR Code not working

smallfish — Tue, 26 Oct 2021 20:44:34 GMT

I have also tried to install an esim on a Pixel 6 Pro without any success - same error message. Very disappointing.

I'll be fun when EE customers start having their new Pixel's shipped without any way to actually connect to EE!

Re: eSIM QR Code not working

Hatrick66 — Wed, 27 Oct 2021 07:29:26 GMT

Same here but luckily kept my esim on the other phone. Waiting on EE to look at problem; shame as can't use new device but lucky still have use of my Pixel 5

Re: eSIM QR Code not working

Chiliuk — Wed, 27 Oct 2021 08:03:51 GMT

Same problem here with the base 6. I had to go into an EE store and using the paper version of the eSIM it worked fine.

Re: eSIM QR Code not working

Houpsie — Wed, 27 Oct 2021 09:16:50 GMT

Glad to hear that worked, I'll try and visit an EE store today and see if I can get this resolved for myself.

Re: eSIM QR Code not working

afry276 — Wed, 27 Oct 2021 09:35:06 GMT

@Katie_B

I called into my local store this morning, they were not aware of any issues and the only solution was to insert a physical SIM. They advised that until EE have a resolution this is the better option which I totally agree. I'm now up and running on my Pixel 6, great service from the team in the Coleraine store this morning!

Just a shame that it was EE that pushed me towards an E-sim when I moved a few months ago, without the swap functionality via the app this is not a simple process to switch to a new mobile! Could have understood if this was only a Pixel 6 issue on release day and some issues were to be sorted but when it didn't work on my old Pixel and EE left me with no service and no solution for almost 24 hours I am disappointed! Customer services did not have to deactivate my old E-sim until I confirmed I had successfully downloaded the new SIM.

Re: eSIM QR Code not working

MrSonicB00m — Wed, 27 Oct 2021 16:33:02 GMT

Just a heads up I've just been into my local EE store and they have transferred me to a paper eSIM which has worked perfectly on my Pixel 6 Pro. Just had to scan the new QR code and it was all setup.

Re: eSIM QR Code not working

Lustral — Wed, 27 Oct 2021 21:15:03 GMT

Im also in the same boat.

I have my number as an esim on my iPhone 13 Pro at the moment and today i got my new Pixel 6 .... got busy this evening setting it all up and tried to transfer over my number to the Pixel 6 ... but getting no joy at all ... even tried printing out the QR code.

I wanted to use my Pixel 6 for my road trip tomorrow, but im guessing im sticking with the iPhone .

Any idea when this will be resolved ? Also i better have not been charged the 50p as it didnt complete.

Re: eSIM QR Code not working

Lustral — Thu, 28 Oct 2021 07:06:32 GMT

I actually managed to solve this myself by using the MyEE app that is on the iPhone and scanning it using the Pixel. Im guessing the MyEE apps QR code is more upto date and can be read by the Pixel.

Re: eSIM QR Code not working

Jon_K — Thu, 28 Oct 2021 07:32:28 GMT

Thanks for letting us know you got this sorted, @Lustral 🙂

Re: eSIM QR Code not working

lukegb — Thu, 28 Oct 2021 12:05:05 GMT

I found another workaround, which might help some people on here if you're in a pinch.

On the QR code scan screen, there's a link (I think it's "Need help?" or similar), and then a link which lets you enter the QR code data manually. This is the data starting with "1$sm-v4-010" and ending before the two "$$" at the end, if you scan the QR code with an external app. The two trailing "$$" are the thing causing this to fail.

EE is generating eSIM QR codes which are out of compliance with the GSM Alliance specification, which Google's implementation is apparently enforcing more strictly. Specifically: https://gsma.com/newsroom/wp-content/uploads/SGP.22_v2.2.pdf section 4.1 "Activation Code" Table 8 "Activation Code Structure": the Delimiters at the end 'SHALL' only be present if the optional parameters are set, which they aren't.

Re: eSIM QR Code not working

Parrallel90 — Thu, 28 Oct 2021 12:08:12 GMT

Great help. Thank you.

Re: eSIM QR Code not working

Jon_K — Thu, 28 Oct 2021 12:18:12 GMT

Thanks for sharing this, @lukegb 🙂

Re: eSIM QR Code not working

flibblesan84 — Thu, 28 Oct 2021 14:42:02 GMT

Just to add to this, the way I've got this to work on the Pixel 6 Pro is:

On the Google search bar, click the icon on the right to open Google Lens. Then click "Search with your camera". Scan the QR code, and the text will appear. Copy the text string.

Then on the screen to add an eSim, click "Need help" then paste the string into the text box, then delete the two "$$" characters on the end. It should be accepted then you can just follow the steps to activate this with a pin code validation.