topic New customer has to wait for a QR Code via Post?? in SIM cards & Porting

New customer has to wait for a QR Code via Post??

M1k32345 — Thu, 27 Nov 2025 18:09:36 GMT

Hi all,

I just signed up online for the IPhone Full Works tariff and requested an eSIM.

Despite getting the relevant emails (including my account number), I haven’t yet received my new phone number and so can’t set up the EE app.

I just spoke to Support on 07973 100 150 and the chap was adamant that I now have to wait for a printed QR Code to arrive in the post.

Surely, in 2025 that can’t be right?

It even mentions eSIM in the confirmation emails, but he was absolutely adamant I had to wait for a QR code.

All help and advice welcome.

Re: New customer has to wait for a QR Code via Post??

Chris_B — Thu, 27 Nov 2025 19:10:13 GMT

@M1k32345 That’s correct. EE don’t send these via Email.

Re: New customer has to wait for a QR Code via Post??

M1k32345 — Thu, 27 Nov 2025 19:16:12 GMT

Thanks, but that’s not what the EE website states…

There are a few ways to get an eSIM with us:

Pre-installed on your new pay monthly device: You can choose an eSIM when you place your order. When your device arrives you'll be ready to go. Just follow the device's setup journey.
Ordered with your SIM only plan: Opt for an eSIM when you order your plan and you can download it straight away through the EE app.
Scannable QR code: We can send you a QR pack through the post that you can scan from your device to activate your eSIM.

https://ee.co.uk/help/mobile/getting-started/using-an-esim#article-heading-2

Re: New customer has to wait for a QR Code via Post??

Debbie_G — Fri, 28 Nov 2025 11:08:52 GMT

Hi @M1k32345.

Thanks for coming to the community.

Your confirmation email should include instructions or a link to help you get started. If you haven’t received anything or have been unable to complete this, I'd recommend getting back in touch with our team. They will be able to check your account further to help get your eSIM set up and escalate this if needed.

Debbie