topic Deactivated eSIM in SIM cards & Porting

Deactivated eSIM

zribeiro — Tue, 27 Aug 2024 07:26:05 GMT

I haven't been able to use my cell phone for almost a week because I accidentally deleted my eSIM and have been trying to reinstall it again several times. Still, when I try to do this online or through the EE app, the system sends the installation code to the deactivated number. To install the eSIM it was necessary to deactivate the physical card, so I asked the EE engineers how I will have access to the code if the physical card is deactivated and the eSIM has been deleted, does this make sense? Why don't the intelligent EE engineers give me a second option by sending the code to my email?
This whole insane situation just made me ask for my PAC and switch to a more responsible provider that has customer service truly prepared to resolve unusual situations like this. Think carefully before becoming an EE customer

Re: Deactivated eSIM

Michael_D — Tue, 27 Aug 2024 07:49:28 GMT

Hi @zribeiro.

Thanks for coming to the community.

I know how important it is to have a working phone, especially when we rely on them so much now.

In order to activate an eSIM it does need to send a text to the phone for security, it is not something that can be sent to an email address. If the eSIM has been deleted, it wouldn't be able to be downloaded and activated.

If you do need to get another eSIM or a physical SIM activated, you can speak to our customer service guides from another phone or you can visit an EE store with photo ID to have one activated.

Michael

Re: Deactivated eSIM

zribeiro — Tue, 27 Aug 2024 09:38:54 GMT

Thank you for your response, I already talked with EE customer service
several times and still without any help.

Re: Deactivated eSIM

Michael_D — Tue, 27 Aug 2024 09:58:53 GMT

I am sorry that this was the case @zribeiro. They would normally offer to send out an eSIM pack in the post if it was needed, but if you do need to get up and running and have an EE store nearby, they can activate the eSIM or a physical SIM for you with the same number. You'd just need to take a driving licence or passport with you for the store to verify you.

Michael