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E-sim set up error

Lb21
Contributor
Contributor

‎07-09-2021 08:52 AM

Hi I am having problems setting up my E-sim, when trying to set it up my physical sim appears to have been wiped (it now gets no signal) and therefore I can't get the pin code SMS delivered to unlock my e-im. I now have no ability to make phone calls or gets SMS and therefore can't contact customer support as only have wifi access Please can someone contact me so this can be resolved! Lucy
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15 REPLIES 15
Lb21
Contributor
Contributor

‎07-09-2021 08:52 AM

Hi I am having problems setting up my E-sim, when trying to set it up my physical sim appears to have been wiped (it now gets no signal) and therefore I can't get the pin code SMS delivered to unlock my e-im. I now have no ability to make phone calls or gets SMS and therefore can't contact customer support as only have wifi access Please can someone contact me so this can be resolved! Lucy

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Lb21
Contributor
Contributor

‎07-09-2021 10:18 AM

Help! I still can't get any data on my phone and can't make any phone calls can anyone helop

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Schockwave
EE Community Star
EE Community Star
In response to Lb21

‎07-09-2021 11:01 AM - edited ‎07-09-2021 11:05 AM

@Lb21 , if you have something like Skype, you could contact customer service that way, or try live chat,

 

You may find the answers here:

 

https://ee.co.uk/help/help-new/getting-started-and-upgrading/setting-up-an-esim/what-is-an-esim

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.
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Chris_B
EE Community Star
EE Community Star
In response to Lb21

‎07-09-2021 11:32 AM

@Lb21   Your SIM card is only wiped once you have setup the eSim as it moves the information from your sim to the eSim.   Have you tried restarting the device?  Have you removed your now none working sim from the device. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Lb21
Contributor
Contributor
In response to Chris_B

‎07-09-2021 11:51 AM

Hi Yes I have restarted the phone multiple times, removed the sim & it still just tells me it is on SOS only mode so I have no signal & can’t get any data. 
But the e-sim is not set up yet and still says I need to enter a pin- but the pin is only sent to me by SMS which I can’t get now as have now data. 
I don’t know how to fix this but now don’t have a working phone!!

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Christopher_G
EE Community Support Team
In response to Lb21

‎07-09-2021 02:19 PM

Hi @Lb21

 

Welcome to the community.

 

I would recommend speaking to our technical support team so they can look into this further for you.

 

Hopefully they can help you get up and running quickly.


Chris

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Lb21
Contributor
Contributor
In response to Christopher_G

‎07-09-2021 07:39 PM

Hi Chris 

Unfortunatrly the online chat is not working & as I stated I have no ability to make a phone call as my phone has been cut off. Is there a way to email or speak to

someone another way?? 
I’m very stuck at the moment!

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Lb21
Contributor
Contributor
In response to Christopher_G

‎07-09-2021 07:40 PM

Hi @Christopher_G 

Unfortunatrly the online chat is not working & as I stated I have no ability to make a phone call as my phone has been cut off. Is there a way to email or speak to

someone another way?? 
I’m very stuck at the moment!

0 Helpful
Christopher_B
EE Employee
In response to Lb21

‎08-09-2021 08:23 AM

Hi @Lb21

 

Do you have another phone you can use to contact us, maybe a friends or family members phone? 

 

Thanks 

 

Chris

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