New phone

[fulcherAsh1990]

i ordered an iPhone 17. I got it today. The number came off my sim but has not gone onto my new phone so I cannot even call for support. There is no online chat so I can’t get it fixed. I tried to download it but it says the details are wrong and won’t work.

after a week with no WiFi I pay for to I am seriously thinking about leaving the rubbish we services 

[Schockwave]

Hello @fulcherAsh1990 ,

Welcome to the community,

How come the number came off your sim and not gone onto the new phone? When you started your new phone, did you not have the old one there and have everything transferred from old to new? It would have asked whether you want to transfer the number to an ESim from your old phone? That should have worked easily.

You can check here how to get it:

https://community.ee.co.uk/t5/SIM-cards-Porting/Transferring-SIM-to-another-phone-as-an-E-SIM-no-phy...

@Matt_124  has explained it very well there.

[Matt_124 · Accepted solution]

Hi @fulcherAsh1990 

It sounds like an unsuccessful eSIM replacement when setting up the device using Quick Start. Did you have a physical SIM beforehand? When the iPhone asks about transferring your number, it attempts to do an eSIM Replacement and this can sometimes fail.

It is almost always better to choose the other option - to set this up later in Settings, as they have a tendency to fail when not processed directly in the EE App. Rather frustrating that Apple pushes everyone to do this as they present it as the default option with wording that seems to make sense and is quite literal.

Unfortunately if your SIM has been deactivated (showing no service) you will need a replacement SIM from EE. The advice for doing so can be found HERE, and includes calling options or alternatively visiting a local EE Retail Store with a UK Driving Licence or Full (Book) Passport where they will be able to provide you with a Replacement SIM on the day free of charge.