eSIM help

awmackenzie — Tue, 17 Sep 2024 12:50:44 GMT

I have taken out a new pay monthly contract with EE and selected an eSIM. When I received the QR code and scanned it, it got hung on activating. After several calls to EE they keep saying they have reserved another one for me and to wait a further 24 hours. But then nothing happens, and I call again. It’s like a constant loop.

One of the difficulties is each EE tech representative tells me something different. I suspect they don’t really know how eSIMs work. The comparison with Vodafone (where I am moving from) is stark - Vodafone email you over an eSIM and you are up and running in a few minutes. With EE you’ve got to wait for them to post you an eSIM and then the activation process seems riddled with errors and the tech team seem unable to access any info about your account.

A really poor first impression with EE.

Any guidance on how to resolve greatly appreciated as EE tech support don’t seem to know. If I give up on an eSIM can I just go to a store to pick up a physical one?

Thanks.

Re: eSIM help

Ali_A — Tue, 17 Sep 2024 15:50:12 GMT

Hi @awmackenzie

Welcome to the EE Community.

Usually you can swap to an eSIM through the EE app. Just click Manage > Settings > Replace My SIM.
You can scan a QR code to install the eSIM through your MyEE online Account

As the eSIM through Customer Service don't seem to be installing for you, you can pop into any EE store with photo ID for a replacement eSIM, which they will install and activate for you

You can find out more at Set up and use eSIM

Ali

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eSIM help

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