topic Re: Updated to eSIM card Now now no service in SIM cards & Porting

Updated to eSIM card Now now no service

garymalvern — Tue, 10 Jun 2025 14:28:31 GMT

Re: Updated to eSIM card Now now no service

Christopher_G — Tue, 10 Jun 2025 17:01:37 GMT

Hi @garymalvern

Welcome to the community.

Did you receive a QR code to scan or did you change to eSIM in the EE App? Have you tried restarting your phone?

Have you been through the steps on our Set up and use an eSIM help page?

Chris

Re: Updated to eSIM card Now now no service

garymalvern — Tue, 10 Jun 2025 18:24:38 GMT

I went through with a customer support person because I had tried to scan
qr code but no success

Re: Updated to eSIM card Now now no service

Peter_W — Wed, 11 Jun 2025 07:23:50 GMT

Thanks for confirming that for us, @garymalvern.

Did our team manage to help you get this sorted, or are you still without service at the moment?

Also what model of phone are you using right now, and do you still have your physical SIM?

Peter

Re: Updated to eSIM card Now now no service

garymalvern — Wed, 11 Jun 2025 11:12:38 GMT

Still with out service, on way to store. I' m disabled and physically
getting to the store will cause me major problem.

Re: Updated to eSIM card Now now no service

Peter_W — Wed, 11 Jun 2025 11:54:45 GMT

I'm really sorry if this has left you in a difficult position, @garymalvern.

Provided you have a valid passport or UK driving licence, our store should be able to help make sure your SIM is activated correctly.

Usually scanning the QR code should download the eSIM to your device, but you do still need to be able to receive texts to the previous SIM in order to activate service on the new eSIM.

Please keep us posted on how you get on.

Peter