no service and esim on iphone 14 plus

[lauren92p]

I upgraded last month and my phone has been working fine up until saturday. I travelled to dublin and it wouldnt connect to my data but was allowing me to use my phone as normal like calls and texts. I returned back to the uk on sunday and I have had nothing but issues. Its saying I have a personal number and a primary number , one being a physical SIM card and the other being an e-sim. both of which have no service. I reset my iphone to see would that help but now I cant even sign back into my apple ID because I am not receiving texts or calls to get the verification codes sent. Has this happened to anyone and if so how did you fix the issue? thanks in advance !

[Ali_A]

Hi @lauren92p 

Welcome to the EE Community

Have you changed your SIM to an eSIM in the past? If so you'd need to remove the physical SIM which has been deactivated to stop any conflicts in the phone. 

You can also find out more at Use Dual SIM on iPhone 

Ali

[lauren92p]

No Ive never used an eSIM it just set up by itself . So if I take the physical SIM card out it could work?

[Ali_A]

@lauren92p 

Yes, if you your services are now on the eSIM, removing the Physical SIM will make your services work correctly. 

Let us know how you get on with this. 

Ali

[lauren92p]

Well at the minute I cant even access my iphone because I restored it back to factory settings thinking that would help but I have no coverage to actually access the 2 step verification . So I need to try it on someone elses phone first !

[Ali_A]

@lauren92p 

If you have restored the phone to factory, you may have deleted the eSIM out of the phone. 

You can check which SIM's you have installed by going to Settings > General > about > ICCID . 
There will be numbers in each field depending if you have eSIM / Physical SIM in the phone. 

Ali