Activating an eSIM while transferring my old number

[SerhatT]

Hello, I'm switching to EE from another provider and I opted in for eSIM. I got an email saying that I was assigned a temporary number and I should log in to EE and link my EE product using the mobile number on this email.

When I do so, obviously it's trying to send the security double-factor authentication password to the number that is indicated in the email, which I don't have. I'm trying to get my eSIM, but EE is sending, trying to send a message to a number which I cannot get; it's like an infinite loop.

What should I do to activate my e-sim? I applied to transfer my number. Shall I link my product using my old number so I can get the password?

Thank you.

[bristolian]

The standard process for porting in with a new SIM/phone order is that you provide the PAC as part of the order which is then held in pending state until you receive the new SIM/phone. You get a temporary number to allow the SIM to activate, the PAC is then submitted and number ported in on the following working day.

Regardless of whether your SIM is "e" or "p", are you saying that you can't activate the SIM on your new phone? If an OTP is being sent to your temporary number, that should be received when the phone containing your new SIM first connects to EE's network.. if it's being sent to your original number, that should be received on your original SIM/phone.

[SerhatT · Accepted solution]

Hello @bristolian 
Thanks for the reply. The problem I was trying to explain was a user error.  When you try to link prodcuts there is a section on top of the page saying that if you got an e-SIM, click here because it's a different process. For other stuff they need your EE phone number. When I click on link an e-SIM account, it follows a different route and it tries to authenticate with email which is only logical. 

However, when I put in the temporary phone number which I got in the email from EE and I filled in my email, I get OTP to my email and when I enter it, it says some of my information do not match. Unfortunately I'm stuck here now. Will try to solve with EE Help desk. 

 Thanks

 

[Leanne_T]

Hi there @SerhatT 

Thanks for coming back to us with some extra details.

You're doing the best thing contacting our tech guides, they can get this error looked into and help you get the eSIM activated. 

Hope you're up and running soon 🙂

Leanne.