Cannot Activate eSim

[Hm8844]

My phone number was changed this morning as requested, but the number is not the one I was told it would be by EE support yesterday.

I went on the EE app and clicked 'activate eSim'. I was told an activation pin had been sent but after 10 minutes it didn't send.

Now when I click 'activate eSim' it tells me 'Your eSim can't be activated. We're having issues activating your eSim. Try again later.

I now have no Sim whatsoever, and the phone number I was told it would be is different, which makes me especially nervous. I have no way of contacting EE support because I have no other phone in the house.

[Peter_W · Accepted solution]

Hey there @Hm8844 

Thanks for reaching out to us about this.

When you activate a new eSIM, part of this involves sending a security PIN to the existing SIM so we can be confident this is a genuine request. 

If you're not receiving service right now, my best recommendation would be to pop into one of our retail stores where they can sort an immediate SIM replacement for you free of charge.

Provided you have a valid passport or UK driving license, they should be able to sort this right out.

Peter