Unable to switch my physical SIM to eSIM – “Replace my SIM” page shows an error

[Seanyh]

Hi, I need help switching my EE physical SIM to an eSIM.

When I go to Settings → SIM → Replace my SIM in the EE app, it sends me to a page that always shows an error (see Screenshot 1). It says:

“Sorry, we were unable to complete your request right now. Please try again later.”

When I try to open the same page through a browser instead of the app, it redirects me to another page that only shows general SIM replacement information (see Screenshot 2). It does not give me any option to order or activate an eSIM.

I have already tried:

• Restarting my iPhone
• Using WiFi and mobile data
• Logging out and back into my EE account
• Using Safari and Chrome
• Using another device

But the “Replace my SIM” function still does not work.

I simply want to convert my current EE physical SIM into an eSIM and cannot access the correct page.

Could someone please check my account or fix the “Replace my SIM” page for me?

Thanks in advance!

 

 

[Northerner]

Hi @Seanyh 

Are you a pay monthly customer or PAYG? You cannot have an esim on PAYG. 

Are you in the UK.

Thanks 

[Chris_B]

@Seanyh  If you’re a contract customer you can do this directly on the device.   Setting>Mobile Data scroll down to CONVERT TO ESIM.      You have to be a contract customer through for this to work 

[Seanyh]

Hi, thanks for your reply.

Yes, I am a PAYG customer, and I am currently in the UK.

I would like to confirm something:

Do I need to switch my number from PAYG to a Pay Monthly plan in order to use an eSIM?

When my number was with giffgaff, it was already using an eSIM, and after porting the number to EE I would like to continue using an eSIM. However, the “Replace my SIM” page keeps giving me an error, so I’m not sure whether PAYG eSIM is supported or if my account needs to be changed.

Could you please clarify whether PAYG customers can activate an eSIM on EE?

Thanks again for your help.

[Northerner · Accepted solution]

Hi @Seanyh 

As I said above EE do not offer esim on PAYG. 

If you want an esim you'll need to be a pay monthly or SIM only contract customer.

https://ee.co.uk/mobile/sim-only-deals

Thanks