Im having the same issue after the same process.
I just spoke to a lovely helpful person via the chat and it was explained thus;
eSims are unfortunately a bit vulnerable to fraud. As such in some cases during the process, it has this issue of not completing the eSim transfer across, so the solution, (I assume to avoid peoples phones being hacked or cloned) is to require ID and a physical sim, so they can verify your ID in person and make sure no one has just stolen or is trying to reset the phone with all your content still on the device.
While it is inconvenient and not ideal, it is for security reasons, hackers, thieves and phone cloners get more advanced every day and sometimes its better to go 'analogue' to prevent that, than keep it all online, which remains a vulnerable, hackable system.
I will join others in saying this however; There needs to be some info about this on My EE. My EE could easily have a built in way of detecting that the install has failed for security reasons, and alerting people like myself that for those security reasons we will need to visit a physical store.
Or built into the auto chat, for when the actual customers services system closes for the evening( the explanation I got took like, 15 minutes. I tried to use the chat last night 40 minutes before it closed down for the evening, and I was not able to speak to anyone, that was annoying)
Having to wait for customer services to open back up to be given a really simple piece of information which could be built into an automated chat widget, or have some function in MY EE to detect and alert me (and save me time once customer services is back up and running) is really not idea when the explanation and solution are actually relatively simple; Just go to a store.
So, thats my two cents. THe issue is really annoying, but for security reasons. We live in an age when these methods come out quickly, and can be quickly hacked and overwhelmed, so having an old school method to fix it, thats fine.
But not THAT old school, chaps. Automate some of the information about this if it is to become a standard process, save us all some time in the morning. I could have been in to an EE store by now, and back again, and still get my day underway, but I've had to wait for chat to open, talk to chat, find this out etc.
Please just streamline this process a bit.
Most of us here have had to find this out a very
