eSIM and Replacement Activation

[MickMan2018]

Good evening,

Somewhat foolishly I deleted my EE eSIM when I performed a factory reset on my iPhone.

As I no longer have access to my number to receive the one time SMS code I used the chat facility and explained what had happened to an agent.

They sent me out a replacement eSIM QR code yesterday, which I've received, but it's still asking me for my phone number to receive a code.

What do I need to do next please? Many thanks for any help and apologies for being immensely idiotic!

[Chris_B]

@MickMan2018  Your going to have to request a replacement SIM card you can do this by going to a EE store or by Cali customer services.  If you can go to a store today you’ll be able to sort this today. 

[uvarvu]

This is exactly why SMS authentication needs to be stopped.   EE why are you persisting in this archaic practice!?   Switch to video authentication NOW like some clued up banks have...

[MickMan2018]

Sorry for the delay in replying, I'll have to call 150 to get it sorted.

I can see it from EE's point of view as it's likely a security method but it's a shame it's harder to obtain a replacement eSIM for one that's been removed from a device than it is to place an order for one through the app for customers who wish to move from a physical SIM.

Agree with the OP who makes a great suggestion in terms of verifying yourself through a video.

[Chris_B]

@MickMan2018  The information has to be taken off a physical Sim card when you use the QR code, even if EE did video authentication it still wouldn’t work as the device doesn’t have a signal so can not join the EE network.  The QR code activates a process on the device to move information from the sim to the eSim on the device.  Any QR code can be used by anyone, you can get one and give it to someone else to use and it’ll move their number on their device from their sim.  

[uvarvu]

Yes that part is true but there is nothing stopping authentication taking place over WiFi…

[Chris_B]

@uvarvu   You want EE to create a new process for this to work and that’s probably not possible because how it was designed to work in the first place.   QR codes are not user specific and have no information within them to set up an eSim on there own,  it activates a process within the device to pull information from a sim on to the the eSim within the device.  The information is already on the sim not the QR code the QR code is just a trigger to move information. 
 
So it still wouldn’t work with video authentication. 

[uvarvu]

I know it’s a trigger.

But at the end of the day it’s just a download of subscriber information from EE’s HLR into the E-SIM module on your phone.  EE shouldn’t be verifying a user via SMS at this point, it has been well proven that this method of authentication is open to attack.

They should allow a user to upload a video of themselves saying who they are, what their mobile number is etc.   Another option is is to allow users to store their own authenticator codes in a password manager or an authenticator app to allow for offline authentication.

[MickMan2018]

Sorry for not replying sooner.

I've had a busy few weeks so haven't had the chance to contact the technical team until just.

Gemma was incredibly helpful, however, after I terminated the call and downloaded a replacement eSIM via the MyEE app it asks for the OTP code to activate the eSIM.

[uvarvu]

Bahahahaha!

EE's herp derp E-SIM management in a nutshell.

The gates are down, the lights are flashing but the train sure isn't coming!