Unable to access order – change eSIM to physical SIM & £50 deposit request

Eblana — Wed, 23 Sep 2026 20:14:54 GMT

Hi, I’m hoping someone here can help me with an order I placed earlier today.

I ordered a £15/month SIM plan through the EE website using a UNiDAYS student discount. After completing the order, I received a confirmation email, but I noticed that the SIM type on the confirmation is listed as an eSIM. I actually wanted a physical SIM card.

I tried to find a way to view or change my order on the EE website, but I haven’t been able to access the order details. The website keeps showing an error when I try to look up the order, and I also can’t find any option to change the SIM type.

So my first questions are:

Is it possible to change an existing order from an eSIM to a physical SIM?
If not, is there another way to get a physical SIM while keeping the same £15/month plan and my UNiDAYS student discount?

There’s also another issue that I’m a little concerned about. After placing the order, I received a message claiming to be from EE saying that I need to pay a £50 deposit.

Since I can’t currently access my order details online or get through to customer service, I have no way of confirming whether this £50 deposit request is genuinely associated with my order.

Has anyone experienced something similar? Is a £50 deposit sometimes required for a SIM-only order like this, and is there an official way I can verify that the payment request is genuinely from EE before paying anything?

I do have my order confirmation and order reference, but I haven’t included the reference number here for privacy.

Any help would be really appreciated. Thanks!

Re: Unable to access order – change eSIM to physical SIM & £50 deposit request

Lesley_W — Thu, 24 Sep 2026 08:36:55 GMT

Hi @Eblana

Welcome to our community.

You may have been asked for a deposit for certain premium features such as international calling, so it could be legitimate, but without knowing the sender I cannot say for sure.

To be on the safe side, I'd recommend giving our customer care team a call who can check this over and remove any features you may not need, or check if a deposit is required.

They can also look at the order and see about switching your SIM type.

Lesley

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Unable to access order – change eSIM to physical SIM & £50 deposit request

Re: Unable to access order – change eSIM to physical SIM & £50 deposit request