eSIM stuck on faulty phone

Fkeates — Fri, 23 Jan 2026 08:51:59 GMT

I had an eSIM on a phone that’s now faulty and tried to transfer to new phone. It says you’ll receive a text number, but as my new phone can’t connect to mobile service, the text message isnt coming through.

ive since found the physical sim for this number and install in new phone, but that’s not working either.

i can’t call as neither phone has cell connection

what do i do (have tried all steps for transferring). Do i need to deactivate eSIM on old phone? but can’t as it’s dead.

Re: eSIM stuck on faulty phone

Rach_H — Fri, 23 Jan 2026 12:17:38 GMT

Hi @Fkeates,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your eSIM. To move your eSIM you would need a working connection with your previous eSIM. If you reach out to our team using a friend or family member's phone then they will be able to send you a new eSIM, or you can pop into your local EE store, with photo ID, and they can get this sorted for you.

Rach

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eSIM stuck on faulty phone

Re: eSIM stuck on faulty phone