Download esim using website and/or myEE app - PROBLEMS

[michael23578925]

Some time ago EE launched the facility to download esims without the need for a bit of paper by creating the QR code online.

This feature has never worked properly.  I created the QR code but it's invalid.  I have called tech support and complained for over 6 months repeatedly - but no one really seems to understand what I am really complaining about and offer to send a replacement by post - which is not fixing the problem I want to fix.  I want to use the online facility as I change devices.

So I am stuck with a QR code that is invalid and unable to reset it for a valid one, EE are unable to assist and no one in support understands the problem.

Has anyone managed to make this facility work? Does anyone know how to get EE to reset the QR code for a valid one?

(Please dont suggest getting one in shop or post - I am aware of that possibility)

[Leanne_T]

Hi there @michael23578925

Thanks for coming here. 

What device are you using? 

Are you using the camera or typing in the code? 

Thanks 🙂

Leanne.

[michael23578925 · Accepted solution]

I have tried both and I am using a Pixel 6 Pro - and the problem has happened on Pixel 5 as well.

I have discovered a solution elsewhere on the internet. It turns out that indeed the EE QR code is invalid - it has invalid $$ at the end of the code that doesn't work on Android. If you extract the code and manually type it in less the $$ it works.

So EE has given me absolute hell for around half a year messing me around on this. Anyone has any ideas when they plan to fix the QR code and give their staff adequate training to understand how esims work?

[Leanne_T]

Hi @michael23578925

Thanks for coming back to me. 

I've sent you a private message for some extra details.

Leanne.

[michael23578925]

I have replied in private

The error is on your website.  I have eventually found the problem and the solution. You can verify the error as per my public post - using my number provided privately look up all the pain EE has put me through on the account notes and then have EE send me a very profuse apology with compensation.

EE should be ashamed with the amount of time and headache they have put me through, the stinking attitude and the sheer lack of knowledge of anyone on the phone regarding esims on the website. The number of arguments I have had with ignorant customer service agents is unbelievable - when they clearly do not know what they are talking about.

As for any one else reading - Please see above for the right solution.

More details here:

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https://community.ee.co.uk/t5/SIM-cards-Porting/eSIM-QR-Code-not-working/td-p/1093647

I found another workaround, which might help some people on here if you're in a pinch.

On the QR code scan screen, there's a link (I think it's "Need help?" or similar), and then a link which lets you enter the QR code data manually. This is the data starting with "1$sm-v4-010" and ending before the two "$$" at the end, if you scan the QR code with an external app. The two trailing "$$" are the thing causing this to fail.

EE is generating eSIM QR codes which are out of compliance with the GSM Alliance specification, which Google's implementation is apparently enforcing more strictly. Specifically: https://gsma.com/newsroom/wp-content/uploads/SGP.22_v2.2.pdf section 4.1 "Activation Code" Table 8 "Activation Code Structure": the Delimiters at the end 'SHALL' only be present if the optional parameters are set, which they aren't.