topic Re: Esim in SIM cards & Porting

Esim

ThatBurntPickle — Sat, 01 Feb 2025 09:03:41 GMT

So I've received the new Samsung s25 ultra yesterday but I'm not sure how to activate the esim. I haven't got a qr code and the email tells me to go onto the website but there isn't a link for the esim just a widget to link a device which I can't do as I can't access text messages without the esim working. The ee app doesn't show anything either and if I search for esim download it just says unavailable at this time. Anyone have any ideas?

Re: Esim

Michael_D — Sat, 01 Feb 2025 11:08:03 GMT

Hi @ThatBurntPickle

Welcome to the community.

I know you'll be keen to get your new S25 Ultra up and running.

With a new phone, it would normally be a case of logging in and following the steps for downloading the eSIM.

Did you take it out as a brand new contract or an upgrade?

Michael

Re: Esim

Badgey — Sat, 01 Feb 2025 18:38:51 GMT

I have the exact same problem. You can't log in because you can't get a verification message sent to a phone without a sim. I called tech support yesterday and they said they would push a new eSim to my EE app but nope, still nothing.

Even if you log in on a different phone with a sim there is no eSim download option or even a "settings" option and when clicking on the manage bills and subscriptions it says its broken.

Brand new contract and moving from O2.

Re: Esim

Josh877 — Sat, 01 Feb 2025 18:41:30 GMT

Same problem with me. I'm getting no 'prompts' to set it up like I'm being told I should. And the plans and subscriptions tab isnt working on the website. Called ee and they had no idea either. Shambles

Re: Esim

Badgey — Sat, 01 Feb 2025 18:43:55 GMT

Yep. I dropped O2 because they were terrible...I am not feeling confident so far and imagine I will now have to head to a shop tomorrow and ask them for a physical sim or something!

Re: Esim

Josh877 — Sat, 01 Feb 2025 18:51:07 GMT

We have no prompt to download it. And the website is useless nothing works. I can't even look at my plan

Re: Esim

Josh877 — Sat, 01 Feb 2025 18:54:24 GMT

It's looking that way, I can't even see my plan or anything on my ee account. The only proof that I have one is the email confirmation I got when I first ordered. Its like they've just sent me the phone and that's it.

Re: Esim

Badgey — Sat, 01 Feb 2025 18:59:23 GMT

Yep mine is exactly the same. Looks like EE is also choosing profits over service.

Re: Esim

Linzi_H — Sun, 02 Feb 2025 08:18:04 GMT

Hi @Badgey @Josh877

I'm so sorry that you're struggling to set up your eSIM. I know how frustrating it is when things don't go smoothly!

If our technical support team isn't able to get this sorted, our team over the phone can still arrange for a replacement to be sent through the post. You're also very welcome to head into an EE store with valid photo ID, feel free to pop by or book an appointment ahead of time.

Please mention the issues you're facing with your EE app/main online account, and our team can also review this making sure everything has been set up correctly.

Linzi

Re: Esim

Sarah1234woo — Tue, 04 Feb 2025 19:35:33 GMT

I am having the same issue. Who has time to spend on the phone or popping in to a shop! Very disappointed

Re: Esim

Badgey — Tue, 04 Feb 2025 19:38:31 GMT

I ended up going to the shop. The person there popped an actual SIM card in and it was sorted. They told me eSIM are terrible and they don't recommend them.

Now don't get me started on number porting 😅

Re: Esim

Sarah1234woo — Tue, 04 Feb 2025 19:53:19 GMT

I've been on hold for 30mins 🙄

Re: Esim

Badgey — Tue, 04 Feb 2025 19:59:06 GMT

They can't fix it on the phone. I tried. They need to either send you a physical SIM card (2-5days) or pop to an EE shop and get it instantly.

Re: Esim

Josh877 — Tue, 04 Feb 2025 20:05:02 GMT

I've just ordered a physical sim. I don't know why they even bothered with this whole Esim thing. Especially when they're this unprepared for it. Seems like everyone's having issues with it.