topic Re: Cant activate esim on new device - please help :) in SIM cards & Porting

Cant activate esim on new device - please help :)

paulty1974 — Wed, 26 Oct 2022 09:01:18 GMT

Hi there, purchased a new phone (pixel pro 7) and wanted to move the esim from my old phone (pro 6). Managed to download the esim to my new phone fine, but when i clicked to confirm i had downloaded it, the esim in my old phone seems to have deactivated.

Im trying to now activate the esim in my new phone, but the sms that ee is sending isnt being received as neither phone has a working sim.

To add to my woes ,messenger isnt on with ee customer support, instead they want you to call 150. I live alone and have no landline and therefore no means to contact them. i work from home and teh nearest store is an hours drive away. Does anyone have any ideas? Iv tried genereting the sms from the in phone app and the website on my pc, but probablaly irrelevant as i dont have an active network on either phone.

Any help would be much appreciated.

Re: Cant activate esim on new device - please help :)

Christopher_G — Wed, 26 Oct 2022 11:42:29 GMT

Hi @paulty1974

Welcome to the community.

If you follow the Account and Billing > Mobile options on our contact us help page, a 'start conversation' button should appear when someone is available. I've just checked myself and it popped up.

If you're unable to see that, please try on a different device or browser.

Chris

Re: Cant activate esim on new device - please help :)

paulty1974 — Wed, 26 Oct 2022 11:56:06 GMT

Thanks Christopher, that worked for me too.

Re: Cant activate esim on new device - please help :)

Christopher_G — Wed, 26 Oct 2022 12:06:24 GMT

Hope you get sorted, @paulty1974.

Chris