HAUWEI MATE P20 PRO - Dual Sim Question?

[Trevis58]

I recently spoke to two representatives at EE to confirm that the Hauwei mate p20 pro was definately a dual sim version.  I therefore pre-ordered the phone on the 25th October to claim my free gift charger and watch.  I have now been told it's not!  Why have I been lied to by EE constomer service and stuck with the phone? I wanted to use the dual sim feature which is the main reson for purchasing this phone.

[Rogersdave77]

@Trevis58 did you order online? If you did you have a 14 day cool off period so you can send back and cancel the order.... I don't think any phone purchased direct from EE are duel sim.... There might be a duel sim model but would need to be purchased direct from hand set maker or third party seller like CPW

[chistery]

EE are now selling the OnePlus 6T which is dual SIM, and there's the new iPhones with an eSIM as well as a pysical SIM slot.

The OnePlus 6T bought from  EE is also SIM unlocked.

[Trevis58]

EE insisted to me it was Dual sim twice infact!

My cooling off period ends monday and i cant send it back until late next week.

Do we know what model numbers are dual sim or not?

[chistery]

@Trevis58 I would suggest you call and discuss your options before Monday then. It does look like the UK version is single SIM.

What would you like to happen here? EE don't appear to offer the dual SIM version. When you call, have some idea of how you'd like it resolved.

Let us know how you get on or have any questions.

[Trevis58]

EE huawei mate pro 20 is a LYA-L09 which is a single sim!

Why have they lied to me! Its going back!

[Trevis58]

EE staff should know the product before they sell it!

I asked twice! All calls are recorded. Why lie? To get the upgrade and keep me at EE.

Gutted!

[Northerner]

Hi @Trevis58

You have owned the phone for nearly two weeks and only now taken issue with the sum capability?

The Note 9 hybrid SIM is sold by EE.

Thanks

[Trevis58]

I haven’t been able to get to pick the phone up yet until this weekend!

Being missold by EE staff doesn’t help!

It’s false advertising! Note dual sim is a different forum!!! Nothing to do with this one!!!

[James_B]

Hi @Trevis58,

Welcome to the EE Community.

I'm sorry there has been some confusion around the SIM options for your phone.

Please get in touch with customer services and we'll get a returns bag sent straight out to you.

As @chistery said, we do have some dual SIM devices available.

Thanks

James

[Trevis58]

Conversation confirming the dual sim conversation:

Thank you for choosing to chat with us. An agent will be with you shortly.

Info

 at 13:01, Nov 10:

You are now chatting with Gopal.

Gopal

at 13:01, Nov 10:

Hi, welcome to EE, the UK's biggest and fastest network. I'm Gopal on EE Tech Chat. How may I help you today?.

 at 13:02, Nov 10:

George

I was told my phone was dual sim but isn’t

Gopal

 at 13:02, Nov 10:

Let me check.

Gopal

 at 13:02, Nov 10:

May I take the make and model of the device?

George

 at 13:02, Nov 10:

Hauwei mate pro 20

Gopal

 at 13:02, Nov 10:

Let me check.

Gopal

 at 13:05, Nov 10:

You have got this from Carphone ware house , right?

George

 at 13:05, Nov 10:

no direct from u

Gopal

 at 13:05, Nov 10:

Let me check

Gopal

 at 13:06, Nov 10:

It was a upgrade, right?

George

 at 13:06, Nov 10:

yes

Gopal

 at 13:06, Nov 10:

Let me check

Gopal

 at 13:08, Nov 10:

Was it a E sim they told you at the time of upgrade?

George

 at 13:08, Nov 10:

I asked twice if it was the dual sim

George

 at 13:08, Nov 10:

version LYA-L09

George

 at 13:08, Nov 10:

both times a representative told me it was

George

 at 13:08, Nov 10:

so i upgraded

Gopal

 at 13:08, Nov 10:

Okay, got irt.

Gopal

 at 13:08, Nov 10:

Got it.

George

 at 13:08, Nov 10:

upgraded

Gopal

 at 13:09, Nov 10:

It is the E sim which is inbuilt in the phone.

Gopal

 at 13:10, Nov 10:

You need to call 08009566000 to get this ordered and activated.

George

 at 13:10, Nov 10:

What is a e sim?

George

 at 13:10, Nov 10:

Simple question is the phone dual sim?

George

 at 13:10, Nov 10:

sorry to be blunt!

Gopal

 at 13:11, Nov 10:

Yes, if they send a upgraded dual sim phone.

Gopal

 at 13:11, Nov 10:

You need to activate it.

Gopal

 at 13:11, Nov 10:

The SIM tray will have one SIM.

Gopal

 at 13:11, Nov 10:

One will be inbuilt there.

George

 at 13:12, Nov 10:

SO it has an esim and sim tray?

George

 at 13:12, Nov 10:

Can u check the model number of this phone is LYA-L09

Gopal

 at 13:13, Nov 10:

Let me check

Gopal

 at 13:15, Nov 10:

Yes, it has dual sim'

George

 at 13:15, Nov 10:

Are you 100 per cent sure?

Gopal

 at 13:16, Nov 10:

Please be rest assured.

Gopal

 at 13:17, Nov 10:

No, problem, it is a dual sim phone.

Gopal

 at 13:17, Nov 10:

https://www.pdevice.com/product/huawei-mate-20-pro-price-specs

Gopal

 at 13:18, Nov 10:

If you have any doubts please click the above link

simye

To activate the esim you need to call.

Gopal

 at 13:21, Nov 10:

https://myaccount.ee.co.uk/app/activate-sim

Gopal

 at 13:21, Nov 10:

 at 13:29, Nov 10:

One last time...IS this a Dual sim phone?

Gopal

at 13:21, Nov 10:

Yes it is.

[eleiyas]

@Trevis58

I can see the confusion. 

It has a single sim tray slot, but it can also use an E-SIM. So, from a linguistic technicality standpoint, yes, the phone is indeed a dual sim phone.

1 SIM card + 1 E-SIM = 2 SIMs

However, I get that what you are getting at is that you want a phone with dual physical SIM support.

I don't think either party is to blame here as this all seems to be some misunderstanding or miscommunication.

Your best bet, as has already been said, is to send the phone back during your 2-week cool-off period.

You would need to purchase the phone from an Eastern market retailer (or potentially CPW) as only that model would have dual physical SIM support (if it actually does have it). 

[James_B]

Hi @Trevis58,

I'd like to apologise again for the incorrect information you have received.

Please get in touch while you are still within your 14 day return period so we can get a returns bag sent out to you.

Thanks

James

[Trevis58]

Why sent it back when I’ve been told it has a esim and slim slot that makes dual sim right? I can put a normal sim like a pay as you go in that slot right?

[James_B]

Hi @Trevis58,

Sorry, the Mate 20 Pro doesn't support eSIM.

Thanks

James

[Trevis58]

I’ve been told to call a number to activate the esim!?!? This is so stupid!

does the phone come with an Esim like I’ve been told or a normal sim?

get the facts right! I’m no way to blame here!

[James_B]

Hi @Trevis58,

The the Mate 20 Pro (EE version) hybrid SIM slot supports one Nano-SIM and one SD card.

It doesn't have an eSIM.

Thanks

James

[Trevis58]

James,

EE staff just confirmed the Phone has an Esim and Nano Sim slot. SO thats not true as well. Still confused I'm leaving for Three as they have an Unlocked Huawei Mate Pro 20 with Dual nano sim.

[Trevis58]

Can EE staff please state on the website or tell the staff to tell customers that the phone is the Single SIm version with Esim and a locked nano sim slot? Or the complaints will keep coming in. False advertising. Thanks.

---

@Trevis58 wrote:

James,

EE staff just confirmed the Phone has an Esim and Nano Sim slot. SO thats not true as well. Still confused I'm leaving for Three as they have an Unlocked Huawei Mate Pro 20 with Dual nano sim.

---

[James_B]

Hi @Trevis58,

I'm a member of the EE Community Team and can confirm the information I have posted above is correct.

I'm sorry to hear you are leaving but I understand you have to find the right phone for you.

Thanks

James