topic Re: Esim to a new iPhone failing in SIM cards & Porting

Esim to a new iPhone failing

TryKickingIt — Fri, 20 Sep 2024 15:45:43 GMT

2 years ago, smooth as silk. This year, failed to transfer the eSim from a 14 Pro to a 16 Pro.

Is this server load at EE's end or some change to the systems that needs me to speak to a human?

Re: Esim to a new iPhone failing

TryKickingIt — Fri, 20 Sep 2024 15:53:20 GMT

It gets worse. The old phone now says the number was successfully transferred, the new one begs to differ and says "Account ineligible".

Er, what?

Re: Esim to a new iPhone failing

Schockwave — Fri, 20 Sep 2024 16:02:42 GMT

@TryKickingIt , you will have to ring customer service to get this sorted. See ways to ring them.

Re: Esim to a new iPhone failing

TryKickingIt — Fri, 20 Sep 2024 17:11:09 GMT

45 minutes long queue and it’s disconnected me twice. Sitting in an EE store, on hold again because they tried moving the number to a physical sim and converting but that failed with a “303” reference to quote to tech support.

Systems were working fine two years ago, how has this got worse?

Re: Esim to a new iPhone failing

Chris_B — Fri, 20 Sep 2024 17:15:50 GMT

@TryKickingIt If you did the setup migration from the old device to the new device it has nothing to do with EE, it a on device transfer to the new device via Bluetooth. If this has errored in some way then it’s still has nothing to do with EE, getting you working again will now involve EE.

Re: Esim to a new iPhone failing

TryKickingIt — Fri, 20 Sep 2024 18:25:19 GMT

Except it has EVERYTHING to do with EE. I sat in that store hold for 45 minutes only to be told by a customer service rep that there was a problem with eSims that's been ongoing for the last 4 weeks and that I'd have to stick with the physical sim for the foreseeable. She was really apologetic but couldn't fix the problem.

Fortunately, the sim that had previously been in the physical slot on my phone for my friends and family number is with a company that CAN fix their eSims and they had a store barely 20 yards away on the retail park.

Now I just need to remember that the displayed signal strength bars are the other way round from what I've been used to for 4 years.