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.

[Peter_W]

l Thanks for confirming that @StooBee.

Like @Christopher_G mentioned, we haven't sold any handsets with network lock since 2021, so I can't think of any reason why this individual device would be an exception. 

The detail your contact mentioned about phones locking to the first carrier paired to them did certainly apply in the past, but it's not something I've come across for a number of years.

If you've got the option, it could be worth trying a physical SIM from another network in this SIM to see if this is rejected; that way we can say for sure if it's an unlocking issue. 

Peter

[StooBee]

Thanks @Peter_W ,

The EE Customer Services staff I spoke with over the phone have said the same regarding the lock.

Thanks, I will try using a different physical SIM from another network. All of my family have EE SIMs, but I will see if I can borrow one from a friend over the next day or so.

Thank-you for your time!

[Peter_W]

Cheers @StooBee 😊

Keep us posted on how you get on, and if it does look like it's managed to become locked, please give our Technical Guides another call, and they should be able to help you escalate this to our unlocking team.

Peter

[norwoody]

Just to add my experience, I'm noticing the same thing. I seem to be able to use physical sim cards but can't add any esims. Trying to activate EE or non EE is not working.

@StooBee   did you update to the September security patch that was released this week? I know I did, and I didn't have any problems before then...

[StooBee]

Hi @norwoody ,

Yes, I did apply the September security patch - I also got a really small (or at least very quick) update to that patch today.

The issue was happening before I got the patch - I was actually hopeful that the patch was going to resolve the issue - but it has continued, and is still happening. I haven't tried an EE eSIM, but will see if a physical SIM from another network has any issues first, perhaps.

Good luck with your issue!

[norwoody]

Good luck for you too!

I've just tried factory resetting, and rolling back to the original factory image the phone came with. No matter what it seems that I cannot add ANY esims now. No issues at all with physical sims.

[chistery]

We have seen this issue before with EE and Pixels, but as far as I can remember, no one reports back if they fix it. Like this thread.

I think I would be pushing for a replacement device if it's within 14 days? (well, even if it's not something isn't right here)

[norwoody]

My 14 day period ended yesterday. Strangely I no longer seem to have issues adding esims for non-EE networks, even after redownloading the September security update. I've no idea what's changed. A few of the things I did:

- Clear app data for some system apps like (sim services, etc)

- Downgrade software version to the one that came out of the box

No idea if it is a blip or something that was at google's end, but after adding and removing non-EE esims several times now it looks to be fine. Only thing that throws me off is that when adding an esim it still says "Scan QR code from EE".

[FastLaneJB]

I've been wondering about this as I got my Pixel 9 Pro Fold and it's the same. It's not locked to the first SIM put in it as I haven't yet got to the point of putting a SIM in. If it's unlocked it's got a funny way of acting unlocked when it's asking for an EE SIM.

Unsure now if this is going to serve my purposes of running off two different networks or not.

[ashleycardwell9]

I run an Orange Luxembourg Esim along side my EE sim. I had the problems that you are having. 

MY FIX:

Use the Google camera app to scan the ESIM QR code, when the orange /yellow popup comes up, click it and set up that way.