topic Can't find eSim in SIM cards & Porting

Can't find eSim

cozmik — Sat, 01 Feb 2025 16:25:11 GMT

Received new Samsung device today, no qr code for eSim in box or tge Samsung buds I was expecting.

I have an email with a link to the EE website but no prompt appears to downlan eSim, has anyone else had this issue and does anyone know where I can download my eSim.

Re: Can't find eSim

Schockwave — Sat, 01 Feb 2025 16:48:22 GMT

Hello @cozmik ,

Welcome to the community,

Are you on pay as you go or contract? Pay as you go has no eSIM, is only available for contract customers.

Re: Can't find eSim

cozmik — Sat, 01 Feb 2025 16:57:43 GMT

Hi @Schockwave ,

Thank for replying.

I have moved from BT to EE on a monthly contract for a Samsung s25 with buds bundle and an eSim.

Not sure if this is useful info but, I have requested to keep my old number and I have received an email with my new EE number (it does state this number will be temporary if keep number has been requested)

Re: Can't find eSim

Schockwave — Sat, 01 Feb 2025 17:01:36 GMT

@cozmik , yes it would be a temporary number if you requested to keep your old number, but move will not happen over the weekend. They may have sent you a SIM card via second class post

Re: Can't find eSim

cozmik — Sat, 01 Feb 2025 17:08:25 GMT

@Schockwave, yes I understand that, it's the EE eSim I need before that process can begin I was just looking to see if this is something that maybes comes separately from the device.

The instructions in the email suggested I would either recieve a QR code with my device, be prompted by the device or sign in to my EE account and be greeted with a response.

I appreciate you're time and advice on this.

Re: Can't find eSim

cozmik — Sat, 01 Feb 2025 17:10:32 GMT

Greeted with a prompt sorry not a response*

Re: Can't find eSim

Christopher_G — Sun, 02 Feb 2025 09:17:55 GMT

Hi @cozmik

Welcome to the community.

If you speak with our Mobile Care team, they'll be able to check your specific order to see what was sent. If you're near an EE Store, they should be able to help you set up an eSIM in-store. You'd need to take some photo ID with you to do that.

Chris