Ordered eSIM on the 20th, still waiting after 5 days

[shook210]

Hi,

I ordered a 24 month eSIM on the 20th to be delivered to my flat.- How can I follow up on the order? I haven't heard anything since the emailed order confirmation, and can't seem to track the order through the app or online. The app said 1-2 working days but it's been over 5 days. I'm abroad and am relying on this eSIM to stay connected, quite stressful :') Thanks for help in advance

[Michael_D]

Hi @shook210 

Welcome to the community.

Have you received any other emails after the initial order confirmation? 

We usually don't need to send you anything in the post for a new eSIM connection, it would usually be downloaded in the EE app. Are you able to login to the app using the details you set up when taking the plan out to see if there is an option to download the eSIM?

Michael

[shook210]

Hi Michael,

I have not received any other emails after initial order confirmation.

In the confirmation email, it did say I would receive a delivery text update to my mobile. Unfortunately, I can't receive texts on that phone number because I traded in my old phone with physical sim associated with that number.

I have the EE app, but I don't see any options to download the eSIM. I do not have any outstanding orders to track according to the "your orders" section in the EE app. 

Thanks for the welcome and quick response,

Shook

[shook210]

@Michael_D 

For further context, I am a new EE customer, switching from Smarty. I obtained a PAC from Smarty and provided it to EE as part of the sign up process when purchasing the eSIM contract.

[Michael_D]

Thanks @shook210.

If there is no option to download the eSIM there, it would be best to speak to our customer service guides so they can search for the account to see how the SIM has been sent, and look how to get you up and running.

You can see how to reach the team on our Contact Us page.

Michael