Ordered 2 eSIMS via website chat and no sign of them

[TayGTR]

As above, I ordered 2 eSIMs online via website (1 x Unlimited essentials £13/pm and 1 x £10/pm as I have broadband with EE) chat a few days ago, was told I'd get eSIMS via email.

Instead I got 2 emails pointing me to my EE account and/or mobile app.   I did this and neither have any record of the order or eSIM details.

Tried contacting via twitter and just get a canned response pointing me to the app or phone number, I called the number and get point through to a maze of an IVR, eventually spoke to somebody vaguely connected with my issue, they hung up on me.   Went back to the website and the bit I wanted was down. 

As you would expect I'm a tad miffed by all this wasting my time. 

Any help would be appreciated . 

[TayGTR]

I feel your pain, ordered 2 eSIMs Mon and no sign of the order on my account  or any eSIMS.

I'll give it until the end of the day then cancel any standing orders with the bank, I've tried every reasonable effort to contact them via chat, voice, social media many hours wasted on IVR, drafting messages chasing this up.  

[Schockwave]

@TayGTR , are you on pay as you go or contract? E sims are only for customers on contract, but you will first need to have physical SIM cards to change to e-sims, which you can do via the EE App or if you have an IPhone, should be able to do in settings, not sure about Android, but you will still need to be on contract.

[TayGTR]

Both phones would be contract if I had a SIM or eSIM..currently my mobile provider is not EE hence the issues creating a new account, part of the account creation check required EE to contact me on the EE number provided, which is a bit of a problem.   I cant setup another app as I'm using it for my  broadband account   

I specifically asked the person on chat for eSIM as I have a physical sim already installed  with another provider.  

I have EE broadband and was informed through various sales emails that I could get discounted sims and thats what I did.  

[Schockwave]

@TayGTR , but you do not have a SIM card with EE, which you first need in order to have an ESim, different network does not mean you can get an ESIM from EE.

.

[Matt_124]

Were you logged into your EE Broadband account at the time of ordering these?

It should be linked on the same account and appear somewhere in your orders or on a Mobile tab. 

Try some of the steps on here to see if it helps, there seem to be some links that may be useful.

[TayGTR]

Then why was I told I could have an eSIM  when the operator on chat knew I didn't have any EE sims at all? 

Then I'm in a catch 22 position of EE's making, so many hours wasted trying to contact them.  

[Matt_124 · Accepted solution]

I think the operator on the chat may have processed these incorrectly (possibly not linked to your EE ID) if you've not had any correspondence.

In all honesty, I didn't know chat could still do sales...

If you had ordered through the usual self-service Shop on the website whilst logged in, it should have linked these to your account automatically and allowed downloading them through your account but it sounds like an issue with the way the person on chat processed them.

You would need to call EE Customer Services to find out the status of this order.

[TayGTR]

I think you could be right, although I was logged in to my EE broadband account, so my info should have been there.  They all but confirmed  to me as they said I was entitled to the sims at a discounted rate due to me having a broadband account..

At the time I was glad they did still do sales on chat (less so now), no other mechanism was working, the app just fell on its **bleep** saying to use the website, the online website didn't offer the eSIMs and chat was the only thing that seemed to be working...little did I know....

As I mentioned I did get 2 emails from them, one for each of the numbers, but both pointed to the EE app simply giving me the option to get the eSIMS with he app or logging on with my existing EE account and getting the eSIM there or creating a new one, creating a new account was the odd one, as part of the creation process it asked for to enter the phone number for the passcode to confirm it was me, since I didn't have the phones setup (as I couldn't get the eSIM).

I'll see if I can summon the energy to try calling again ^^ - never had this much hassle before with simply trying to buy a couple of sims.  They appear to have tried to put so much capability into the app to presumably cut staffing numbers and then the daft thing doesn't work right. 

Any idea which options of the IVR would get me to where I want to go, nothing seemed to be right when I called them previously, 

tks for your message. 

[TayGTR]

fyi 

Just got off the phone with EE, 1.5hrs later I have 2 new sims coming my way apparently, something screwed up and the eSims were not included in the emails that were sent out.

Those sims/account have been cancelled and two new ones issued.

The replacement multisims will have a eSIM option for those that wish to use eSIMs which would be myself, as I already have another physical sim installed. 

I will have to manage both sims on a new account/app, any idea exactly which IOS app I need, as everything I look at seems to point to the same EE mobile app on IOS, I've already got the EE app for my broadband..  

Fingers crossed this is the issue resolved.