topic Re: EE unprovisioned sim whilst abroad (urgent) in SIM cards & Porting

EE unprovisioned sim whilst abroad (urgent)

Taikohax — Wed, 19 Apr 2023 10:58:07 GMT

Hey there.

EE were due to be sending me a new SIM because my existing SIM kept on sending texts using different numbers (my original number and my transferred number).

I told them I was abroad and was assured that it wouldn't affect my existing SIM (since I'm using that for mobile internet etc)

Woke up this morning and my sim has been de provisioned. Meaning I can't call EE support because I can't make or receive any calls.

Assuming the new SIM has arrived at the postal address I still likely won't get access to that for a day or so - is there a way of reprovisioning my old sim?

Or is there an online chat function to get customer support?

Re: EE unprovisioned sim whilst abroad (urgent)

Christopher_G — Wed, 19 Apr 2023 13:28:02 GMT

I'm sorry to hear that you have lost connection, @Taikohax.

I would recommend getting in touch with our Mobile Care team. I've seen other users in a similar situation use VoIP services such as Skype to get in touch from abroad.

Chris

Re: EE unprovisioned sim whilst abroad (urgent)

Taikohax — Wed, 19 Apr 2023 13:30:52 GMT

Currently on text chat to a gentleman from EE. Almost in tears of frustration as he was about to cancel my new SIM card whilst leaving my old SIM card unactivated

Re: EE unprovisioned sim whilst abroad (urgent)

Christopher_G — Wed, 19 Apr 2023 14:31:13 GMT

I'm sorry to hear that, @Taikohax. I hope you're OK.

Have you managed to get sorted?

Chris

Re: EE unprovisioned sim whilst abroad (urgent)

Taikohax — Wed, 19 Apr 2023 17:19:27 GMT

Unfortunately not, 45 minutes of messaging basically ended up with the customer support person repeating the briefing I'd given them right at the beginning with no real solution.

It's frustrating because when the new sim was being sent out they promised they wouldn't activate it so that I could keep on using my existing SIM whilst I was abroad.

My only hope now is that it is arrived at my friend's house and I can somehow activate the ESIM - otherwise I'll have to buy a pay-as-you-go sim out here

Re: EE unprovisioned sim whilst abroad (urgent)

Taikohax — Wed, 19 Apr 2023 19:25:41 GMT

And it turned out the SIM did arrive at my friend's house... With no QR code. So I still can't activate it as an ESIM remotely (like the first customer services guy assured me I could do).

Regretting moving over to EE at the moment.

Re: EE unprovisioned sim whilst abroad (urgent)

Paulg0 — Wed, 19 Apr 2023 21:48:04 GMT

You should be able to activate esim with the help of your friend. If he activates the real sim then you can convert to esim in your EE online account. There is a text message involved in the coversion sent to the real sim so your friend will have to pass you the details of that.

Paul

Re: EE unprovisioned sim whilst abroad (urgent)

Taikohax — Fri, 21 Apr 2023 11:42:09 GMT

Oh interesting. That wasn't mentioned as an option.

Am currently waiting esim details to (hopefully) land at my friends address so she can photo it and email it to me - your way would have been much faster though.

Hopefully that will fix it, ive already missed one telephone interview.

If not I'll see if we can try your way.