E sim activation

[rachel0806]

Hello,

I have downloaded an E sim as my physical SIM card has stopped working. I am trying to activate the E sim via the app and I am advised that I will receive a text message with a 6 digit pin but no text message is received. Has anyone experienced this issue? 

Thanks. 

[James_B]

Hi @rachel0806,

Welcome to the EE Community. 🙂

The security PIN is sent to your original SIM card.

What makes you think there is a problem with your SIM card? Is it damaged?

James

[rachel0806]

Hi James,

Thank you for this. 
I have been having issues for my physical sim for several weeks where I randomly get error messages saying “no sim available” or “sim locked” and then I would put my password in to unlock it. This time it has said “no sim available” and it is not registering the sim at all so I am unable to connect to any network. I have taken the sim out, cleaned it and put it back in etc without any success. I ordered a new physical sim over a week ago which is yet to arrive so I decided to try an E sim. I have managed to download the E sim and request an activation code but this text message is not coming through. 

Thanks,

Rachel. 

[Leanne_T]

Hi @rachel0806 

Thanks for coming back to us. 

In this case, please get in touch with our customer care team who will get this looked into for you. 

Leanne.