iPhone Air eSIM question?

[jean377]

Hi.

I am trying to transfer my phone number from my iphone 16 to my new iphone 17 air but it fails. I am following the on-screen transfer assistant but after 30 secs of spinning wheel it says that it could not transfer the number over and that I should contact EE.

Can you please help ?

[jean377 · Accepted solution]

Support helped me transferring the number as the transfer assistant on the iphone was not working. They got me to install the EE app on the new phone and requesting a new esim (same number) from there. Pretty quick to do but I wouldn't have known that without their help.

[Michael_D]

Thanks for the update @jean377. 

I'm glad to hear they got a way of getting it working for you.

Enjoy the new phone 🙂

Michael

[Garythegopher]

I have the same issue iPhone 13 physical sim to eSIM failed 6 times so far went to shop and spoken to multiple EE staff still not activated. Tried deleting and re adding multiple times. Just says activating then failed to activate. But has killed off my old sim as well. So two phones no service.

[Ali_A]

Hi @Garythegopher 

Sorry to hear you now no longer have access to your old SIM. 
Have you tried restarting your device? 

If the new eSIM is still not working you'll need to call customer service from a different device, where a member of the team can order a replacement pre-activated SIM card or eSIM QR code in the post for you. Contact Us | Help & Support - EE 

Alternatively, you can pop back into the EE store with photo ID, or by getting verified in the EE app first, and the guide will issue you a replacement pre-activated SIM free of charge straight away. 

You'd only be able to use the option to order or download an eSIM/QR code online if you have access to your previous SIM, as a security PIN is sent via SMS to it to activate the new one. 

You can find out more at How do I swap or get a replacement EE SIM

Ali