New phone - old sim after upgrade is not working outside home WFI.. fuming,Help!

[laurenpantry]

Hi guys,

Please help!  I upgraded (or shall I say downgraded) to a different phone, I had an iPhone 16 Plus, it said I could upgrade so I did, but I chose an iPhone 15, I know it's a downgrade technically but I like the size, it fits in your hand better as a female, I also ride a bike and I was nearly dropping the iPhone 16, it's too thin, it's too long and it's too wide. Also this one is pink. Lol.

So I now have the phone, and have my old sim in it, I am not getting any bars, I cannot call out or receive calls and texts, so anything I am trying to do , like download an app, e.g. my banking app. "we'll send a verification code to your number" Good luck ! Here is a list of the things I cannot do that is not exhaustive: Online banking, Universal Credit login, EE app log in, Call EE to sort it out, etc etc etc  It took me a day and a half to get into my Apple account to get all my info because they kept saying in order to get you in to your apple account because you can't use your number is - wait for it, send a code to your preferred number, Doh, can you tell I am literally going to lose it.

PlusI backed up all my data and when I transferred to the phone, it hadn't backed up hardly ay numbers, none of my apps were on there etc, when I upgraded to the Phone 16 Plus, everything migrated even the layout of my home screen was the same so why this change now? Contract is still the same. Is this to do with an esim? If so,  how do I get the QR code for the esim when I can't log into the EE app or call EE? Why has EE not got a 24/7 chat function like every other company? Everything Everywhere - I beg to differ. So we will sort it out ourselves then in the community shall we? Pfff ... 

Any help will be apreciated.

Thanks in advance!

Lauren

[laurenpantry]

Ok, so I have the same issue!! Newly acquired iPhone 15, had an iPhone 16 plus but I like the size etc of the 15. put the sim from old phone in - no bars, no data, no one can message me so you pretty much can't do anything because every app and website requires you to receive a verification code.. Can't even call EE!  Let me know if you get anywhere.. I have created a post too.... gonna smash it lol

[laurenpantry]

How can it be done if you don't have the phone anymore? and no access to get a QR code ? How long does it take to order an ESIM because my old sim not working in iPhone, maybe if I get a new SIM?

[chistery]

Hi @laurenpantry 

If you don't have a working SIM now to receive a code on, then the easiest way to do this is pop into an EE store with photo ID - driving licence or passport. 

You could call EE, but you'll be waiting for your postie to deliver it.

https://ee.co.uk/help/mobile/getting-started/sim/what-is-a-sim-swap 

[laurenpantry]

Hi @chistery

I do have ID, I could go in tomorrow, as i can't call them.. but the sim was fine in the iPhone 16 I literally just backed up - it actually didn't back up or at least I think it didn't where are my apps, and my settings etc , but could it be relative to esim as i did have dual sim. i upgraded to iPhone 16 plus then i just downgraded to 15. do you reckon they's let me go back to my old phone, 16 plus -  if i trade it in for example?

Thank you for your help by the way it is appreciated, feel lost!

Lauren

[chistery]

Hi @laurenpantry 

Not sure what's going on there, as backing up your device won't remove an eSIM, unless you choose to reset it and delete it? 

so at the moment you don't have a working EE service on your iPhone by the sounds of it? I would get the SIM sorted and connectivity restored, then you could call EE and discuss your options. You could do it in the store, but you don't get the 14 day cancellation policy so better to do it under distance selling regs.

[Chris_B]

@laurenpantry if you had read the comments you would of read that @dholburn  got a replacement SIM card 

[Chris_B]

@laurenpantry  It’s just called EE and has been since late 2012.   I’ve responded to your other comment.   This usually happens by user error when they are transferring from one device to the other by clicking transfer eSIM when they are not using an eSIM.   Your contacts if you are using iCloud are on your iCloud account and that has nothing to do with EE. Same the same goes for your apps they are nothing to do with EE.  

[Schockwave]

@laurenpantry , no, not every company has 24/7 support and Ee have never had it either. As for the apps, not sure why they did not transfer, as I have always managed it, by having both phones on and then doing it that way with both phones close by. 

If you had an ESim and you decided to move the move it to your new phone, then it should have done it, as it gives you the option when setting it up, I did it with a physical SIM card to an ESIM, so not sure why you are having these problems, but apps have nothing to do with EE, neither do your contacts.