topic Re: eSIM issues in SIM cards & Porting

eSIM issues

StopMeFast — Mon, 29 Jul 2024 20:16:10 GMT

I had an iPhone 14 Pro Max which had an eSIM, I know have got myself an 15pro max, when trying to set the eSIM up on the 15 it’s just stuck at activating now for almost 36hrs… I’d very much like to start using my new phone… how long do these esims take to activate?

Re: eSIM issues

Chris_B — Mon, 29 Jul 2024 20:45:54 GMT

@StopMeFast When you setup the new device did you transfer the eSIM over from the old device?

On the start up of the new device you are given the option to migrate the eSIM over, did you do this or something else ? It takes minutes not hours to do this.

Re: eSIM issues

StopMeFast — Tue, 30 Jul 2024 05:14:13 GMT

No, because the 14 that had the eSIM was broken and destroyed, so I had no access to anything, I went and brought an 15, contacted EE, they told me to go on the app and get the new eSIM QR code that I scanned, and have been waiting ever since for activation… I even called 150 and they told me the same thing to go on the app get the QR code which I did again whilst on the phone to you which was then told it could take 24hrs, it’s now been well over the 24hrs and I’m still waiting….

Re: eSIM issues

Leanne_T — Tue, 30 Jul 2024 10:52:16 GMT

Hi @StopMeFast

Thanks for coming to the community and providing the extra details 🙂

To get the eSIM activation looked into, please give us another call and our tech guides will be able to check the account and help you get set up.

Thanks.

Leanne.

Re: eSIM issues

StopMeFast — Tue, 30 Jul 2024 11:18:26 GMT

Hi Leanne,

as i appreciate the reply, will they do exactly the same as the two times now ive tried whilst calling? i just get told to go on the app > go to the esim part > scan the QR code > wait 24hrs, when the esim fails to verify after around 2hrs... im now paying a contract and not been able to use now for almost 2days....

Re: eSIM issues

Leanne_T — Tue, 30 Jul 2024 12:44:34 GMT

Hi @StopMeFast

The team would be able to continue the troubleshooting and see the best way to get this activated for you. You can also pop into an EE Store with photo ID and a guide can help with a replacement SIM.

Leanne 🙂

Re: eSIM issues

StopMeFast — Tue, 30 Jul 2024 13:03:48 GMT

thanks, you say it like we can just ditch our job and go into an EE store willingly, unfortunately it doesn't work like that, i rely on my phone for work, and this service with this eSim is horrendous. 2days without my phone now, and this will be the third time calling just to speak to a robot who is going to just palm me off with another QR code and "wait 24hrs"

Re: eSIM issues

Leanne_T — Tue, 30 Jul 2024 13:07:00 GMT

I understand your frustration and I am sorry the eSIM has not activated successfully for you @StopMeFast

We have no account access on the community to get this sorted for you, please call us when you get the chance and our tech guides will help you further.

Leanne.

Re: eSIM issues

StopMeFast — Wed, 31 Jul 2024 08:07:31 GMT

Got absolutely nowhere, exactly the same situation, they are now sending me out a SIM card with a different number on it to place into my phone and then try the QR eSIM, I did explain I already have a pay as you go EE sim in my phone and it’s not working…. So another day wasted, this magic SIM card that I’m now waiting for 1-2days is going to cure it apparently…. I have zero faith now in anything “technical team support” from EE, it’s a joke.

Re: eSIM issues

HellDiverUK — Fri, 02 Aug 2024 08:04:59 GMT

You work 7 days a week? You don't get a lunch break?

I live in the butt-end of nowhere and even I could get to an EE shop during a lunch hour...or go at the weekend.