topic Re: Difficulties getting an eSIM in SIM cards & Porting

Difficulties getting an eSIM

SpecialTurtle — Wed, 05 Jun 2024 04:05:28 GMT

So I’ve tried adding an extra line to EE (SIM only) for which I chose the eSIM option so that I may get an email and download the eSIM instantly, just like this EE info page said, since I needed data immediately.

I have had nothing but trouble doing this and wasted pretty much just under an hour with customer service that, tbh have been very helpful in my 10 years with EE but are now as clueless as toddlers in a university lecture.

I called them up to fix an issue in which EE thought to upgrade my existing line rather than ADD a line. The first lady promptly fixed that but then insisted that I had to WAIT for a physical SIM to be sent to me before I can download an eSIM. Obviously, I wasn’t happy with this as I needed data ASAP so she offered to direct me to the technical team for which I had no time at that moment as I had already wasted half an hour being on the phone with her.

When I did have time, I called them again explaining my situation and the lady this time said she could help me. Was on the phone again for another 20 minutes and what she basically did was cancel that new plan the lady put me on before and added it again, and she reassured me that I will get an email to download an eSIM. So I had waited a few hours and nothing. The second lady basically did the same thing as the first lady and there had been no eSIM sent to my email.

This problem is extremely infuriating since I had taken time off my day to get this sorted, waiting on holds and going through security questions twice for me to get an immediate eSIM so that I can use ASAP. They both failed to do this and I don’t understand why. I don’t see why it would be their fault, I can only comment on the incompetence of their manager and how the manager was not able to deal with the situation OR that the EE page on the screenshot is incorrect.

Can someone explain to me why I wasn’t able to immediately get an eSIM, and instead have to not only wait a few days but have EE basically waste paper, plastic, and resources just for me to get an eSIM? Which really defeats the purpose of the convenience of an eSIM…

Re: Difficulties getting an eSIM

Christopher_G — Wed, 05 Jun 2024 07:39:32 GMT

Hi @SpecialTurtle

Welcome to the community.

Did you get that email that you mentioned with the instructions on how to download the eSIM? Is it possible it went into a spam/junk folder?

Chris

Re: Difficulties getting an eSIM

SpecialTurtle — Wed, 05 Jun 2024 10:11:51 GMT

Nope, nothing at all… i don’t want to spend 40 minutes either calling anymore.

Re: Difficulties getting an eSIM

Christopher_G — Wed, 05 Jun 2024 13:05:59 GMT

OK, thanks @SpecialTurtle

We don't have access to your account here in the community forums. Did they say if the SIM was still coming through the post?

Chris

Re: Difficulties getting an eSIM

Vinutha — Thu, 06 Jun 2024 19:07:37 GMT

Exact same issue with them offer exact same solution and I checked spam junk everything , I got every other email about order confirmation and my direct debit

all I have been told is they can’t resend an email but I never was sent an email

Re: Difficulties getting an eSIM

Vinutha — Thu, 06 Jun 2024 19:15:59 GMT

Same issue , there process is terrible

Re: Difficulties getting an eSIM

James_B — Fri, 07 Jun 2024 07:02:10 GMT

Hi @Vinutha,

I'm sorry to hear your email didn't reach you.

Have our Customer Care Team arranged to send you a QR code via post?

James

Re: Difficulties getting an eSIM

Julia1727373737 — Wed, 25 Sep 2024 21:38:13 GMT

@James_B Unfortunately this awful and ridiculous customer service continues in 2024. I am with physical SIM card now abroad, different time zone, bought a new phone and wanted to update sim to eSIM. So far they only ask to call 150 when it is 1 am in the morning here. This is stupid and ridiculous. When I try to add a new sim they say - you are not eligible, for f sake **bleep** why not???? Also, the application is very buggy, w ensure is buggy… always some problems.

at this point I am going to drop this bl with ee and prefer eSIM somewhere else and just save my number. The most frustrating company I’ve even seen in my life.

Re: Difficulties getting an eSIM

Julia1727373737 — Wed, 25 Sep 2024 21:44:08 GMT

Via post??😁😁😁 this is 21st century and you are sending QR codes on paper???
damn, people just change operator. This eSIM transition **bleep** didn’t work for me too. ZERO support and help. Everything is so confusing and frustrating and doesn’t make sense AT ALL! Asked for help 150 - no calls. Types HELP - got -“Thank You. All your scheduled call backs have now been cancelled.” This is f*cking awesome!

Re: Difficulties getting an eSIM

Ali_A — Thu, 26 Sep 2024 08:28:04 GMT

Welcome to the Community @Julia1727373737

If your physical SIM is still active, have you tried downloading the eSIM using our EE App?
Jus the sure you have the latest version on your new device.
Once logged in just click the Manage Icon, followed by "check settings" and select "replace my SIM/eSIM".

Ali

Re: Difficulties getting an eSIM

Julia1727373737 — Thu, 26 Sep 2024 16:22:15 GMT

Hi @Ali_A

@thanks but what next? I don’t need another physical sim, I need to change my current to eSIM. When I’m trying to add /buy another sim it says You are not eligible to buy another product. Why?

Re: Difficulties getting an eSIM

Ali_A — Fri, 27 Sep 2024 07:55:43 GMT

@Julia1727373737

Are you on the EE app, and have you downloaded the latest version?

Once you click "Replace my SIM/eSIM" it should ask you which number you are looking the replacement for, followed by asking if you want a physical SIM or eSIM. Simply select eSIM as the option for instant download.

Ali

Re: Difficulties getting an eSIM

Julia1727373737 — Sun, 29 Sep 2024 03:13:47 GMT

@Ali_A App Store does not suggest to update so I assume I have the latest app. I don’t even see SIM/eSIM, it is sim only. I have now physical SIM card and I need to convert it to eSIM for my new phone. How to do it without contacting 150?
this is all I see( look at screenshot)

Re: Difficulties getting an eSIM

Michael_D — Sun, 29 Sep 2024 09:09:37 GMT

Thanks for the screenshots @Julia1727373737, it is very helpful.

I've looked in the same place in my app, and both the activate and replace SIM options show as 'activate my SIM/eSIM' and replace my SIM/eSIM' for me.

When you say that you have a SIM Only plan, is it a pay monthly contract or pay as you go?

Michael

Re: Difficulties getting an eSIM

Julia1727373737 — Sun, 29 Sep 2024 16:10:04 GMT

It is pay as you go @Michael_D .

I want to keep this plan cause I don’t need any contracts.

Re: Difficulties getting an eSIM

Alex_H — Mon, 30 Sep 2024 12:11:04 GMT

@Julia1727373737 eSIM is only available for Pay monthly contracts currently, this is why the option is not there in your online account. For Pay as you go you it does have to be a physical SIM.

Alex

Re: Difficulties getting an eSIM

Julia1727373737 — Mon, 30 Sep 2024 15:17:27 GMT

@Alex_H This is ridiculous.

i don’t want any contract. So what, the only option is to change provider? 🤣

Why not anyway? What’s a big difference between plastic and electronic card? Why pay as you go is not available suddenly?

Re: Difficulties getting an eSIM

Alex_H — Mon, 30 Sep 2024 15:50:33 GMT

@Julia1727373737 If you do need your pay as you go SIM to be on an eSIM then yes it would require changing provider unfortunately as it is not a service we currently offer.

We have never offered eSIM for Payg, though this may change in the future, at the moment this is a benefit only available to our pay monthly contract customers.

Alex

Re: Difficulties getting an eSIM

Julia1727373737 — Mon, 30 Sep 2024 19:54:42 GMT

@Alex_H

Ok, I can’t find in the mobile app other tariffs apart from pay as you go. Where did you hide them? Very confusing interface tbh((( also when I tap get another sim it says I am not eligible, why?

Re: Difficulties getting an eSIM

jacksaylors — Mon, 30 Sep 2024 20:27:42 GMT

Nope, nothing at all… i don’t want to spend 40 minutes either calling anymore using esimbuy.org without any issues just try me advice.