Digital sim to esim

[Dukie75]

I had an old digital micro sim in my ee old phone for years then the screen went and went into ee shop to purchase a new  phone iPhone air esim model was recommended and sold to me.

I have since then had no phone for 4 weeks and keep getting fobbed off , i cant swap the esim sim for my digital sim because it requires you to have the old sim in a phone & activated and online to send a pin via text, they have blocked or cancelled the original digital sim, says no service keep getting fobbed off with wrong information on downloading the esim to activate it ?? am i right in saying this cant be done without the old digital sim in a phone activated and online to be able to activate the new esim to the new phone  ?? 

I been on a roundabout for weeks and still no phone !!!

[Ali_A · Accepted solution]

Welcome to the Community.

Sorry to hear your old SIM no longer works. 
For standard replacement SIMs you would need the original SIM to be working in order to receive the security code to activate the new SIM. 

Please call customer service from a different device, where a member of the team can order a replacement eSIM QR code for you to scan into your new phone. Contact Us | Help & Support - EE 

Alternatively, you can pop into any EE store with photo ID and the store guide can issue you a replacement SIM free of charge straight away.  EE Store Finder | How to find your nearest EE store | EE
If you have a spare phone you can pop the temporary physical SIM in so that you can receive the PIN code to activate the digital SIM on your iPhone. 

You'd only be able to use the option to download an eSIM/QR code online if you have access to your previous SIM, as a security PIN is sent to it to activate the new one. 

You can find out more at How do I swap or get a replacement EE SIM

Ali