topic Replacement handset won’t accept ESim? in SIM cards & Porting

Replacement handset won’t accept ESim?

K88tyh — Fri, 04 Aug 2023 14:05:53 GMT

Hey, I got a replacement 14 handset and set it up like the last one (which I had for 2 weeks) and it came on with no cellular reception, everything else fine. I reset it and same again, it says my old phone (pre upgrade) isn’t ESim compatible so I can’t transfer my number but this is how I set it up before? Like, last 2 weeks ago? There’s no chat function on the EE site so I can’t call for help!!

Re: Replacement handset won’t accept ESim?

Leanne_T — Fri, 04 Aug 2023 14:57:32 GMT

Hi @K88tyh

Thanks for coming here.

Did you have an eSIM installed on the iPhone that was replaced?

Was the iPhone replaced by us or Apple?

Leanne.

Re: Replacement handset won’t accept ESim?

K88tyh — Fri, 04 Aug 2023 15:02:39 GMT

I set the original upgrade up using ESim so still have the old physical SIM.

I assume I need a new ESim to be issued to set up the replacement? So frustrating as I’m hours away from a store and can’t call EE to help!

YES EE replaced the handset as the speaker was faulty.

Re: Replacement handset won’t accept ESim?

Leanne_T — Fri, 04 Aug 2023 15:07:58 GMT

Thanks very much @K88tyh

You can find ways to contact us on the get in touch page including a message us option to get this looked into and get this sorted.

Leanne.

Re: Replacement handset won’t accept ESim?

K88tyh — Fri, 04 Aug 2023 15:11:34 GMT

Thank you unfortunately I don’t have another phone to call and there’s no messaging service today .. I can’t find any other way!

Re: Replacement handset won’t accept ESim?

Leanne_T — Fri, 04 Aug 2023 15:13:19 GMT

The message us option will show when an agent is available @K88tyh

I am sorry we have no account access on the community to get this looked into for you.

Leanne.