No service after iPhone transfer – EE physical SIM affected

[Jazz36]

Hi,

I need help with a network issue that started after setting up a new iPhone.

My setup:

• I have two lines:

  • Physical SIM: EE

  • eSIM: Airtel (non-EE)

What happened:

• I transferred data and settings from my old iPhone to a new iPhone.

• I attempted to move my EE physical SIM to the new iPhone.

• After this, the new iPhone shows “No Service” for the EE line.

• I reset the new iPhone and tried again.

• I then put the EE physical SIM back into the old iPhone, but service did not restore.

• I did not make any changes to my Airtel eSIM, however it now incorrectly shows “EE” as the network in network selection.

• Both phones currently have no service on the EE line.

What I’ve tried:

• Restarting both phones

• Network reset

• Resetting the new iPhone

• Apple Support (they advised contacting EE)

Because there is no EE network service, I’m unable to call 150, and the EE app/chat keeps directing me to call 150 without allowing escalation.

It appears my EE line may be stuck or incorrectly provisioned, and the network profile may have overridden the eSIM settings.

Could an EE moderator please help reset or reprovision my EE line without requiring a call from my EE number?

Thank you.

[Chris_B]

@Jazz36     Sounds like you might of accidentally tried to make the EE sim become the eSIM on the new device which will explain why the physical sim doesn’t work anymore.   You’ll have to call customer support about this. 

[Jazz36]

Thanks, but I am unable to call EE due to no network on my device or no
access to an alternative phone number. Is there a workaround this?

Thanking you,
Yours sincerely,
Jayashree

[Peter_W · Accepted solution]

Welcome to the Community, @Jazz36.

It sounds like when you set up the new iPhone, it tried to transfer your service from the physical EE SIM to the phone's eSIM line. 

This is a step that Apple offer during quick start.

If you were looking to use a physical SIM, and your current one has lost service, then you would need to request a replacement SIM as we can't reactivate an old one. 

If you're not able to call, you can visit any EE retail store, and provided you have a valid passport or UK driving licence, and get an instant replacement.

We won't have any open today, but we'll have many branches reopening again for Boxing day.

Peter