Can’t download my eSim

[jamiehendersonn]

I’ve recently moved over to EE and I’ve put my order in over the phone for an eSIM. All I have received is an email explaining how to download my eSIM but everytime I put my number and email address in, it says the information doesn’t match. My old provider has already cancelled my sim so now I’m stuck with nothing. I can’t even call EE

[Rach_H]

Hi @jamiehendersonn,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with your eSIM, as this isn't what we expect to hear. Are you entering the phone number you brough over from your old network, as this may be causing the problem. We'll assign you a new number to get your SIM set up, and you will need this to activate your line.

Rach