topic Re: Can't activate eSim in SIM cards & Porting

Can't activate eSim

_MrR_ — Wed, 20 Jul 2022 10:36:57 GMT

Hi there,

Had this problem a few weeks ago with a friend but fixed it by going to the EE store.

Now same issue for my parents, put a new EE sim in the phone and then created an eSim via the app.

Downloads fine, but then when sending the text with a activation code. It arrives but isn't accepted.

Anyone else had this / know how to fix?

Re: Can't activate eSim

_MrR_ — Wed, 20 Jul 2022 10:47:14 GMT

OK, managed to work around this.

Generating the activation code via the My EE app just resulted in every single one of them being rejected as incorrect.

Signed into My EE on the laptop. It recognised the eSim wasn't active and let me send the code from where which worked.

Just in case anyone else has this issue

Re: Can't activate eSim

Jon_K — Wed, 20 Jul 2022 10:55:58 GMT

Thanks for letting us know how you got this sorted, @_MrR_ 🙂

Re: Can't activate eSim

_MrR_ — Thu, 21 Jul 2022 05:36:47 GMT

Just to explain the problem statement and the fix a bit more clearly.

So I was trying to move to eSim on my parents iPhones (as a side note, I'd done this for a friend a few weeks ago and hit the same issue).

You sign into My EE and go to the section where you can replace your sim with an eSim.

The process is really simple, asks you if you're installing on this device or a different one. Selected this device and the profile downloads.

The last step is where it sends a verification PIN via SMS before activating the eSim.

This is where the process breaks. It's clearly something in the design as I've had this three times, on three different iPhones. The number in the text received just isn't recognised as the PIN.

Can this be flagged to someone to be looked at as this isn't a great experience. The first time this happened, I ended up having to go to an EE store as my friend was taking off to Dubai the next day and wanted the eSim working so his physical sim was free for a UAE sim.

The workaround is to leave the eSim in the phone unactivated and then log into your My EE account via the web. Once logged in, you see a message saying eSim ready for activation and it again goes through the process of sending a text which this time works.

So it's verification texts generated via the My EE app that seem to be the problem. If you could put this on someone's radar, it'd help others 👍

Re: Can't activate eSim

Christopher_G — Thu, 21 Jul 2022 13:38:44 GMT

Thanks for explaining some more and for feeding this back, @_MrR_

We'll pass it on the the My EE team.

Chris

Re: Can't activate eSim

Ankit — Sat, 01 Oct 2022 15:49:46 GMT

Thank you. You saved me a trip to EE shop

Re: Can't activate eSim

Davetherave666 — Sat, 18 Feb 2023 13:19:37 GMT

None of this helps if you don’t have a sim or lost your phone or it’s broken bla bla so why doesn’t it just download to the phone from the app. And why isn’t it possible to find a link in the app to get an e sim for the associated account

all there is are paid sim plans no e sims

zzz

Re: Can't activate eSim

_MrR_ — Sat, 18 Feb 2023 13:32:55 GMT

Hi @Davetherave666

You can download a e-sim profile from your My EE account if you're signed in on the device you want to download it too.

You seem to be looking at the online shop, if you're already a customer, you can self serve an eSim.

Re: Can't activate eSim

georgelh — Fri, 28 Apr 2023 17:18:18 GMT

HELP!!! eSim not working, i have rung customer service on 3 different days and gone into the EE shop twice during my working day and tired to set up my eSim using the posted QR code, then tried a fresh download from the app, everyone said wait 24 hours....2 x 24 hours on separate occasions later and i still have no service! Spoke to a Level 2 technical advisor which to say the least only said to wait another 24 hours and the app would prompt me to download the sim through the my ee app.

Was then notifed that the ee sim was ready, downloaded and went through the process....guess what...still not working.

The EE shop couldn't figure it out and i am left without my business line for now 3 -4 days! I need to get this working as i have my business and personal line on my iPhone 14 pro.

Someone who can actually help please get back to me as i have had enough of this whole process and kept being spun round in circles after the 10th eSim attempt that were all guided by technical support team.

Re: Can't activate eSim

James_B — Sat, 29 Apr 2023 06:52:55 GMT

Hi @georgelh,

Welcome to the EE Community. 🙂

Sorry, we can't access your account via the community forum. Our Technical Support Team are best placed to help you resolve this issue.

James

Re: Can't activate eSim

gacartwright — Thu, 11 May 2023 22:42:28 GMT

This is a big mad.

When I created my eSim it deactivated the physical Sim

Then to activate the eSim EE sends a six digit code to the the eSim that’s not been activated so will never arrive to activate the eSim. And round and round we go. Even customer services were stumped. EE need to look at their digital workflows. Crazy.

Re: Can't activate eSim

_MrR_ — Fri, 12 May 2023 04:40:18 GMT

I assume you have the unactivated eSim in your phone?

If so, as a workaround. Log into MyEE from the web (from a web browser) rather than the app.

When you log in that way, it’ll show you have an unactivated sim. You can then generate the code and it’ll work.

If you read my earlier posts. This has been a problem forever. Disappointing it’s not been fixed.

Sent from my iPhone

Re: Can't activate eSim

Brucher — Wed, 31 May 2023 06:35:56 GMT

I had a similar experience, each time the advisors have told me to wait longer than 24 hours, been without signal now for over a week. For a company that advertises as the best network are clearly not providing me with that service, I want to come out of my contract and switch to another provider that actually cares about providing a service to customers.

still not able to use my esim doesn’t matter how many QR codes you want to send me they don’t work. Keep getting sim activation failed.

at a lost of what to do next been with EE all my life and never experienced such a bad service. Sort it out ASAP.

Re: Can't activate eSim

Leanne_T — Wed, 31 May 2023 07:03:37 GMT

Hi @Brucher

Are you with us on a pay monthly account?

Is this being looked into by our mobile care team to get this resolved?

Leanne.

Re: Can't activate eSim

Brucher — Wed, 31 May 2023 09:22:50 GMT

On pay monthly, spoke to ee this morning had signal for about 15mins now back to no service honestly at the same point where I was on Wednesday. The guy I spoke to this morning was brilliant but I am now back to square 1. How can it be this difficult to get service from an esim?

please can you advise me on what my options are for getting out of my contract with EE really unhappy lack of service in getting.

Re: Can't activate eSim

Leanne_T — Wed, 31 May 2023 09:46:52 GMT

Hi @Brucher

I am sorry we have no account access on the community, to discuss your options for the contract and get this looked into please get back in touch with our mobile care team.

Leanne.

Re: Can't activate eSim

Brucher — Wed, 31 May 2023 10:18:30 GMT

Be nice to be able to use my phone to call ee but have no service. The tech support via the app is terrible not going to get this fixed anytime soon.

Re: Can't activate eSim

Leanne_T — Wed, 31 May 2023 10:44:02 GMT

Hi @Brucher

Please call us from another phone to get this looked into.

Leanne.

Re: Can't activate eSim

Brucher — Wed, 31 May 2023 16:32:24 GMT

Done this many times but still going round and round in circles, decided I’m going see if I can leave this contract not get the service I’m paying for.

Re: Can't activate eSim

Martina_helps — Thu, 29 Jun 2023 20:12:01 GMT

Hi. I had to reset my iPhone 12 and I was using an esim. I now need to activate the esim but need a text message code to do so. How is this possible if my sim is not active? What is the workaround in this situation?