Water Damaged phone abroad

[Jamie0030]

In Mexico and my iPhone has ‘green screen of death’ from water damage. 

Can’t use the sim in another phone as it is an eSim phone and doesn’t have a physical sim. 

logged into my EE account on another phone with another provider and there is no ‘live chat’ available! 

I haven’t got a roaming pass with iD mobile on the other phone, so how am I supposed to contact EE? Why isn’t live chat an option? 

[bristolian]

Unfortunately you've hit on one of the major downsides of electronic rather than physical SIM.

To replace your SIM, either with physical or electronic, realistically needs you to be in the UK. You can contact EE CS on 07953 966150 from any working phone (or +44 800 9566000 from a web-calling app such as Skype), but you need to be prepared to now be offline until you return to the UK and am in a position to activate a new SIM.

[Jamie0030]

Hi thanks for the speedy reply, 

I am currently on hold (25 mins so far) on the same customer services number waiting to speak to someone. 

I’d like to request a physical replacement sim to be ordered to my home address so it’s there for when I return to the uk. 
Otherwise if I wait until I’m home, it will then be another 3-5 days waiting for delivery etc.

[Jamie0030]

Do you think this would be a good way to approach this?

I realise I don’t really have any other options while I’m out here, but would rather be prepared for when I return. 

thanks again!

[bristolian]

FYI you have a short time after posting to "edit" your posts, negating needing multiple short replies.

It sounds like you're doing the right thing - I recommend you persist with your call to CS, and organise a replacement SIM (be it electronic or physical) to be available on your return to the UK.

[Linzi_H · Accepted solution]

Hi @Jamie0030 I'm so sorry to hear about your phone! 

Just to add to @bristolian's advice, you're also welcome to pop into your local EE store when you get back to the UK with photo ID if you're the named account holder. 

The team in store would replace your SIM immediately over the counter. You can pop in when you pass, or book a scheduled appointment. 

Of course, if you'd like to speak to the team now and arrange one through the post, you're doing the right thing by calling us. 

Linzi