topic Re: Can't find the eSim download link on the app in SIM cards & Porting

Can't find the eSim download link on the app

stevielaner7777 — Tue, 18 Jun 2024 15:10:22 GMT

Hi All,

I have recently purchased a new SIM only contract.

Because my phone accepts eSims I chose that option with the hope of saving time and effort...

After setting up the contract I received an email informing me to "login on our website" to please log in on our website and tap the prompt to download your eSIM", but when I login there is no prompt about eSims or even a download option anywhere.

I noticed there was a "link products" box, so I selected "add a device" > "Link EE mobile or SIM", enters mobile number, enters 4 digit pin, the only account ends with a different number to what I had in the email, if I go ahead and select that account, I find myself at the "We’re having trouble linking your products", try again obviously does the same until maximum attempts for the day have been reached...

I presume this is because the account numbers don't match, but I only have one EE login.

Any ideas?

Re: Can't find the eSim download link on the app

Christopher_G — Tue, 18 Jun 2024 17:16:33 GMT

Hi @stevielaner7777

Welcome to the community.

I'm sorry that you're having problems with this process. If you speak with our Mobile Care team, they'll be able to make sure your EE accounts are linked so that you can complete the process.

Chris

Re: Can't find the eSim download link on the app

stevielaner7777 — Thu, 20 Jun 2024 09:24:38 GMT

Hi Chris,

Thanks for getting back to me on this!

The funny thing is that I need my eSim to work in order to make the call to customer service... I can't believe no one has thought of setting up a phone requires a phone to be setup...

I would "call by" their shop, however I live on a small farm on the Ilse of Lewis, so would take me about 6.5 hours by car including a ferry crossing to my local shop.

Do customer service use email or chat message by any chance? I've looked around their website and app but not seen anything yet.

Kind regards

Steve

Re: Can't find the eSim download link on the app

Christopher_G — Thu, 20 Jun 2024 11:25:32 GMT

There's a live chat function under the 'help' section of the app, @stevielaner7777. If you're able to access that, they may be able to help. Are you able to call our Mobile Care team from another phone, if not?

Chris