Pixel 9 Pro XL - won't register second eSim

[StooBee]

I recently upgraded from Pixel 6 Pro to Pixel 9 Pro XL.

I transferred my physical EE Sim from my old device to the new handset. I also use a second eSim with my work telephone number on it, and this is provided by a different network provider. This worked fine on my old (Pixel 6) phone.

However, it won't work on my Pixel 9 Pro XL.

I have asked my eSim provider to reissue the eSim QR code, they have confirmed that this code works on a number of other devices.

When I go to add a second Sim (Settings>Network and Internet>SIMs) it checks network info and then prompts to 'Scan QR code from EE'.  When I scan it says 'Incorrect QR code / Check that you're scanning the right QR code.'

Even when I switch off or remove the physical EE Sim card, I still get prompts referring to the EE QR code, and it won't let me add another network/operator. I seem to recall I needed to do this step when I set up on my previous phone, but I can't seem to do that on the Pixel 9.

I have spoken to EE Customer Support who have confirmed using my IMEI that my handset is not locked, but everywhere in the setup it refers back to EE. When I go to troubleshooting on the phone, it references an EE telephone number. When I go to EE's phone unlock webpage (https://ee.co.uk/plans-subscriptions/mobile/settings-permissions/device-unlock) I just get error messages linked to both IMEI numbers.

I am sure I must be missing something, somewhere.

[Christopher_G]

Hi @StooBee 

Welcome to the community. 🙂

The Google Pixel phones that we sell are all unlocked, so you should be able to add an eSIM from another network.

Are you following the instructions exactly as they show on this How to use dual SIMs on your Google Pixel phone help page?

If so, and it still isn't working, I recommend speaking with Google, or the network provider for the eSIM directly to try and find a solution.

Chris

[StooBee]

Thanks @Christopher_G 

Yes, I understand that all new phones are sold unlocked, and the EE Customer Support team members that I have spoken to have said the same. However, this phone is acting like it is locked.

I have followed the instructions in the video you link to. However, on the video there is a step asking to select a network. I am not being shown that step and being told that I am only able to scan a QR from EE.

Prompt to scan a QR code from EE - no option is given to select a different network.Error message when scanning eSIM

I have spoken to Google, who have also told me that I am following the correct steps and that there is no fault with my phone.

I have spoken with my eSIM network provider who insists their eSIM is functioning normally, and that the QR code for the eSIM works fine in other phones (they have tested on a Samsung, an iPhone and an earlier model Pixel).

I think my only solution will be a factory reset, and to try the eSIM before inserting the physical EE sim-card...

[chistery]

What's the page before the one where you scan? Which option are you picking?

Have you tried removing your EE SIM, and trying over wifi?

[StooBee]

Update: factory reset has not enabled me to scan the eSIM - the device still prompted me to scan an EE QR code.

[StooBee]

Thanks @chistery 

Yes, I have tried removing the EE SIM and also tried a hard factory reset and installing the eSIM first, but the message is the same - it asks specifically for an EE QR code.

The pages before I scan go like this:

I select SIMs from the Network and Internet menu under Settings.I select Add SIM from the SIMs menuI am presented with two options, and select Set up an eSIMIt tells me it is checking network info... then the QR prompt appears

The video shows an extra step - and when I have done this previously there was also an extra step... 

Not sure what else to look for.

[chistery]

Very strange, I wonder why the phone seems to be tied to EE only. I get:

[Peter_W]

Thanks for giving that a try @StooBee.

Can you please try removing your EE SIM and try setting up your other network's eSIM then?

Peter

[StooBee]

Thanks @Peter_W ,

Yes, I have tried this a few times - I even performed a full factory reset and tried scanning the eSIM before inserting the EE SIM, and I get the same prompt.

Not sure why it seems to do this...

[StooBee]

Yes, this is what I expected - when I set my previous phone up, this is what I was prompted with.

One independent IT person I have spoken to said that some handsets (destined for non UK markets) sometimes lock themselves to the network/operator of the first SIM that is inserted. Perhaps because my handset was brand new launch-day Pixel, that it is from a batch that was not supposed to come to the UK.

I don't know...