topic New customer - need eSIM in SIM cards & Porting

New customer - need eSIM

sleepykaz — Sat, 12 Oct 2024 10:47:23 GMT

Hi there

I'm a GiffGaff customer with an eSIM on an iPhone 16 Pro Max.

I just now created an account with EE for an Unlimited SIM plan / £27.00 / 24 months.

But when I signed up there was no option to ask for an eSIM?

It says a physical sim will be sent to me in 2-3 days delivery, but I want to be able to use my new network before then.

Can I get it as an eSIM instead? I can't figure out how.

Re: New customer - need eSIM

Northerner — Sat, 12 Oct 2024 12:01:59 GMT

Hi @sleepykaz

It explains how to get one here. You need to set up your EE app.

https://ee.co.uk/help/mobile/getting-started/esim/what-is-an-esim

Thanks

Re: New customer - need eSIM

Peter_W — Sat, 12 Oct 2024 12:33:31 GMT

Good afternoon @sleepykaz

Welcome to the EE Community!

You should normally be given the option to select eSIM when taking out your contract, so it seems odd this wasn't the case.
If a physical SIM is already on its way to you, then we won't be able to swap this over to an eSIM; this is a security measure, as part of any SIM replacement we need to verify a PIN that would be sent out to the existing SIM for this number.

There may still be a way to get hold of your connection sooner though.

When did you place your order?

Peter

Re: New customer - need eSIM

gergy008 — Sat, 12 Oct 2024 12:42:23 GMT

Don't do it, you'll get locked out of your account.

In order to activate the new e-SIM, you'll need to send a code to the registered phone number. This won't be possible because you haven't got the physical sim with the number on it yet.

When I opened a new line the other month, I got the option to choose physical or e-sim - but I ordered it over the phone. Either this option isn't available on the website, or the app - depending which option you chose.

Unfortunately you'll have to activate the physical SIM first, so you can confirm the number when activating the e-SIM.

Re: New customer - need eSIM

sleepykaz — Sat, 12 Oct 2024 13:43:51 GMT

Hi Peter

It was 11:38 (3 hours ago)

I'm not sure it will have been sent to me yet.

I was looking for the eSIM option and didn't see it and I read that I'd be able to change it once I placed the order os thought it would be okay.

Re: New customer - need eSIM

sleepykaz — Sat, 12 Oct 2024 13:45:04 GMT

Can I cancel this ASAP before it gets sent out, so I can do it again with the eSIM?

Re: New customer - need eSIM

Peter_W — Sat, 12 Oct 2024 14:13:22 GMT

I can't say for sure if this has been shipped yet or not, but you have a couple of options, @sleepykaz.

Please don't share this in public, but when you ordered this did you get an order reference number starting with XK?

Peter

Re: New customer - need eSIM

sleepykaz — Sun, 13 Oct 2024 12:15:58 GMT

I did get an XK order number.

I've contacted customer service now and cancelled the order - no SIM sent out.

Therefore, I now need to open an EE account with an esim - but I swear there's no option anywhere.

I go to https://ee.co.uk/mobile -
then SIM only,
and I want the £22 p/m deal - it's £150 GB data with 100gb speed cap - called EE Multi SIM
So I click that, and it takes me to a page which says "Physical SIM"

There seems no way to change it to eSIM?

I've tried editing basket, going through the checkout process, and looking at all the options, but nowhere can I see an option to take it out as an eSIM.

Any advice please?

Re: New customer - need eSIM

Peter_W — Sun, 13 Oct 2024 14:54:27 GMT

I've had a double check of this @sleepykaz , and whilst we do offer eSIM for new contracts, this isn't available for instant download yet, and would still need to be posted out as a QR code.

Most new accounts will be sent as physical SIMs though, so if you need a connection as soon as possible, the quickest way will be to visit us in-store so we can get you set up right away.

Peter