Placed order for travel eSIM. No Confirmation

[crjohns]

Hi

I just purchase a travel eSIM. The final screen with the order number indicates a confirmation was sent to my email and a second email would be sent with instructions. Neither has arrived. (I have checked spam). 

I also looked in the app but there are no products and no options I could find to download the eSIM. 

Is there a way to chat with a service representative or an email address I can send a request to for the confirmation and instructions? I know my email is correct because I received the one time passcode when making the purchase. 

Thanks for any help you can provide because calling from the US is not an option. 

[XRaySpeX]

@crjohns : EE provide no contact via email. You need to phone CS.

The EE Travel eSIM is for Visitors to UK. It cannot be used abroad.

This order will not appear in your EE a/c as it is PAYG.

[crjohns]

Calling from the US is Not an option. The cost of the call is prohibitive. 

Please provide an alternative method to receive the instructions. 

thanks

[Schockwave]

@crjohns , there is no other way to contact EE and the travel sim is only for the UK not for use abroad, it is so that customers who come to the UK can use a travel SIM card.

There is no chat service, except for customers on monthly contract and no email either and no one will contact you from here as this is a public forum.

You will not be able to use the sim whilst abroad, as we have said it is only for the UK.

You would have to find another phone to ring customer service using the free number in our signature if it will work.

[crjohns]

Thank you for your response. 

Sorry, I should have been more clear in my original post. I purchased the eSIM in the US for travel in the UK. 

I have since received the eSIM and hopefully everything will work OK. It took a very long time to get the email for the eSIM and I never received the confirmation that the purchase was made. Based on the last screen of the WEB purchase, I expected to receive a confirmation email and an email with the eSIM information. One would expect the confirmation to be relatively fast. It should also have state the eSIM can take up to X amount of time to receive. 

Thank you for your time and I hope you consider having an alternative means of communication for customers who purchase eSIM for travel to the UK. These customers are likely making the purchase outside of the UK and if issue occur with the purchase and it would be very helpful to have a way to address the problem before you get to your UK travel destination.

Problem is solved, post is closed

[Schockwave]

@crjohns , Thank you for letting us know, did you actually check your spam/junk folder to see if the email went there?

[crjohns]

I have checked my spam and junk. 
The last email I received had the subject “Your order confirmation” and it also included the eSIM QR code (have not tried it yet, assume it will work). 

So it seems the information on the web is incorrect. You do not receive two separate emails and the confirmation/ QR code and instructions are combined into a single email and it can take a long time to receive, or maybe this is just a one time server issue. 

I think I am good with my purchase now but it is still an issue for non UK persons to contact EE with issues prior to their travel to the UK. 

One other note. When trying to reply to this post the system insisted on sending a code to a UK phone number. I found a work around by logging in on the web before going to the Community link. 

Just trying to help you improve your customer experience for other travel eSIM customers 

Thanks for replying 

[Katie_J]

Thanks so much for providing us with feedback @crjohns. 

Katie

[cesar952]

Same issue for me, still not arriving after 1 hour, why are you thanking for the feedback if you are not gonna be able to solve this? Is really annoying whenever I've bought an esim I received it instantly... and with you is not working like that!

I was charged, but not received anything yet! I don't recommend this service of the esim from EE. Get any other supplier.

[Ali_A]

Hi @cesar952 

Are you still waiting for the email with QR code for your eSIM? 

Ali