EE Account Linking & eSIM Issue – Need Help

[caneraras]

I joined EE yesterday on a 24-month contract with monthly payments. Today, my SIM card was delivered—so far, so good. However, when I log in with the email and password I used to create my account yesterday, I can't see any services. There's something called "linking," but I get an error there.

I provided my PAC code, and in the message I received today, it says the process will be completed by 17/4 at 6 PM—that's almost a month! I wanted to request an eSIM, but I couldn’t see the eSIM option, and a physical SIM was delivered instead. If I take out my current SIM to use EE, no one will be able to reach me. I'm stuck!

Is this how it works for everyone, or am I just unlucky? 😅 

[Alex_H]

Hi @caneraras,

Welcome to the EE Community

Sorry to hear of the troubles you are having linking your account. What error are you getting when following the route to link a product when logged in? 

With a number transfer if we detect that you have not connected on your EE SIM yet, the number transfer will be set for 30 days time automatically. This is done to make sure your current SIM is not cut off before you actually have the EE SIM. If you pop the EE SIM into your phone and just attempt a call, that should bring your number transfer forward to the next working day as long as its done before 5:30pm.

Afterwards you can put your current SIM back in whilst you wait for the number transfer to complete. Though I would keep the EE SIM handy so that you are ready to switch it in when your current one is cut off when the number transfers to the EE SIM. 

Once you are able to get linked you can convert your physical SIM to an eSIM if you wanted, though it does require a PIN being sent to your EE SIM to confirm for security so you will need that available when doing it.

Alex

[caneraras]

Hi @Alex_H , thank you for your help. But my issues with EE are still ongoing. Yes, my new SIM was activated 2 days ago morning, but I still can't receive a verification text from EE to link my number to my EE account.

I spoke with someone from EE — they reset my network settings, and I received one PIN code from EE, but I still can't receive the verification text needed to add my number to my account.

Moreover, EE has blocked my email because I requested too many verification codes.
When I try to contact EE, they ask for an OTP to access my account, but I can't receive texts from EE — even though I can receive texts from everyone else. The EE representative I spoke with seemed clueless and told me that updating my phone would solve the issue.

But the biggest problem is that calls to other devices are failing — and I only noticed this today. That was the main reason I switched to EE. https://support.apple.com/en-gb/108048

[Alex_H]

@caneraras I am sorry to hear you are still having issues getting linked. When you say your SIM has activated do you mean the number has now transferred to the EE SIM? 

Presumably you have already checked but have you made sure there is no do not disturb/focus mode or blocked contacts that could be stopping the text messages coming though?

Had you restarted your phone after they reset your network settings? 

I am not sure where your call did end, but it does sound like this issue will need some further investigation from our technical team. As depending on what your account shows this would either need looked at by our level 2 team to check your incoming texts or our porting team if the issue is related to your number transfer.

Regarding the shared number feature which did allow you to make calls through your iPad or Mac, I can confirm as on the thread you linked this service stopped at the end of last year and is no longer available.

Alex

[caneraras]

hi @Alex_H yes, my situation is a bit complicated. Last month I was with O2, then I moved to Lyca because it was more affordable. But I realised Lyca doesn't support Apple Watch and WiFi Calling, so I switched to EE within the 14-day period.

I got a new SIM from EE on Wednesday. I inserted it into my phone and sent my PAC code via SMS. The next day in the morning, my number that I used with Lyca was transferred to EE successfully. That’s when the issues started.

Here’s what I’ve noticed: I can receive regular SMS messages without any issues. I tested this with a few friends and everything comes through. But I don’t receive SMS messages from senders with alphanumeric headers (like “EE”, “Currys”, etc.). For example, I’m expecting a message from Currys about a tech repair. When I was with Lyca, I used to get multiple update texts at every stage. Since moving to EE, I’ve received nothing. Last night I checked and saw that the item was ready for collection — normally I would have received 2-3 messages by then.

So it seems like I’m not receiving messages from business/shortcode or alphanumeric senders.

For clarity: “Do Not Disturb” is turned off on my iPhone, and there’s nothing in iOS 18’s filters (like spam or junk folders). I’ve also tried the SIM in another iPhone and even in a basic non-smartphone, still no luck.

I spoke with EE support today, but the person I talked to didn’t seem very familiar with the issue. They suggested things like updating iOS, which I found irrelevant — especially since I’ve already tested it with other phones. They also said the issue might resolve itself in 6-7 days because I’m a new customer. But honestly, when I moved from O2 to Lyca, everything was working perfectly from the moment my number switched over. So I don’t think this is normal.

[Lesley_W]

Thanks for the extra info @caneraras 

This doesn't sound right and it's definitely something our level 2 team can look into further as @Alex_H mentioned.

I'd recommend speaking to the tech team again and they can pop you through to them if their usual steps haven't resolved it.

Lesley