Phone with eSIM destroyed

sipehava — Tue, 22 Apr 2025 14:46:17 GMT

I'm currently in California. I have an EE account with credit. The number was attached to an eSIM in a phone that was destroyed in the Eaton Fire on Jan 7th (along with my house and everything in it!).
I have an unlocked phone I could attach the number to if I can transfer it without the old phone.
I'm heading to the UK in May and would like to do this.
To complicate matters I think EE wants me to set up 2-factor authentication on this account and when I logged in today it told me this was the last time without setting that up - I'm wondering if it's going to lock me out since I won't have access to the phone that was destroyed...
Guidance appreciated.

Re: Phone with eSIM destroyed

Ali_A — Tue, 22 Apr 2025 17:08:11 GMT

Hi @sipehava

Welcome to the Community.

first of all I'm sorry to hear you have been affected by the fire and the loss of your phone.

It wont be possible to transfer the eSIM when you no longer have the previous SIM available.

When you get back to the UK, you can call Customer Service who can send out a replacement physical SIM card with your number and existing account details

Alternatively, you can pop into any EE store with ID where the staff will be able to issue you a replacement card straight away.

Ali

topic Phone with eSIM destroyed in SIM cards & Porting

Phone with eSIM destroyed

Re: Phone with eSIM destroyed