Esim requested and now my phone is disconnected from EE. Can’t call 150

[Iuli3]

Hi

I requested my sim to be swapped for an esim. Didn’t get the esim pack yet but it looks like my physical sim has been disconnected. I can‘t call customer services because I don’t have access to another phone now. Is there a live chat with customer support?

Thanks

[Leanne_T]

Hi there @Iuli3 

I am sorry to hear this.

You can find our contact details on the get in touch page, this does have a chat option which will show when an agent is available.

Thanks.

Leanne.

[Chris_B]

@Iuli3   The QR pack is what transfers your information from your physical sim to the eSim.  This can not be done without the QR pack.  Your sim not now working now has nothing to do with you requesting a QR pack to activate the eSim on your device.   

what device is it ?  Are others with you on EE and do they have a working signal on their device? 

[Iuli3]

Iphone xs max.
Is not a signal issue, other ee phones around me work just fine. I don’t get wifi calling either even though I am connected to wifi

[Chris_B]

@Iuli3   Have you tried a network reset on the device?  This is in settings>general>reset>reset network settings. 

[chistery · Accepted solution]

Requesting a eSIM can disconnect the existing SIM, we've had reports before of this, and seems to be dependent on how it is performed by EE.

If you're near an EE store, it may be quicker to pop in and get a replacement eSIM?

[Iuli3]

my esim arrived and I am now connected again

[Leanne_T]

Thanks for coming back and letting us know @Iuli3 

Leanne.