E-sim not downloading

[Pawlik3]

Hi there! about a week ago my phone lost all signal and was unable to function as a phone- I could connect to wifi but that was about it. My father - whose account this is, contacted EE repeatedly for help and after a few days I was sent a new handset - which would be great if I could use (as it was said to be a hardware issue). In order to receive it, I had to exchange my old phone for this new one. I thought it would be fine though did not anticipate having to change e-sim. The new handset came with nothing (certainly not the necessary QR code to download my new e-sim?) so I was basically handed a phone that couldn't do anything. My dad tried to send me a screenshot of a QR code for my e-sim- which ultimately did not work. He then ordered a replacement e-sim to arrive at my house, which to my surprise also did not work (this arrived today). My dad has been constantly calling EE - I would be too if I had a phone! The only help suggested around changing e-sim is just to transfer from your old device which is impossible considering I had no chance to do the e-sim transferral. And what's even  worse is that I can't simply go to the EE store to get any help without my dad - as my father lives in rural north wales and I'm Bristol based. Every time I've been in they've said that he needs to be the one to do it- regardless of whether he calls them from the number he has registered with EE. So please, if anyone has anything helpful to contribute, please do as I am so tired. I have no access to my icloud nor social media, and I cannot contact people. My card is connected to my phone too, so I can only pay with cash at the moment. It has been over a week and nobody seems to know what the problem is.

[Matt_124]

Why do you need an eSIM? Most devices for the UK market should have a physical SIM slot and this situation is unfortunately all too common when it comes to eSIM. 

When requesting a replacement SIM, a physical SIM is the much better solution and if required it can then be later converted to eSIM.

Unfortunately the security around SIM replacements is a necessary evil, and your only way to get it resolved is through your dad ordering a SIM replacement for you.

The retail stores are only able to accept the Account Holder in front of them with Photo ID, which they are then made to scan alongside a picture of themselves to ensure it is a genuine interaction.

I hope you can get it sorted, let us know if you need any advice.

[Pawlik3]

Hi, I have no preference at all- I had an e-sim before and assumed this is what I needed as I wasn't told otherwise or anything about my options, and my replacement phone came with nothing on so I went with the little information I had. I just have no idea what the issue is - I feel like EE should at least know how to fix it if it's an all too common problem, otherwise it seems to be useless service. If I order a physical replacement sim to my house via my dads account will it have my existing number on it? I just wonder if the issue is not just then with my sim? according to every article I can find, and after having tried every option, it seems to be attributed to either a carrier issue or my e-sim profile.

Thanks!

[Schockwave]

@Pawlik3 , if your dad orders you a physical replacement SIM card, then yes it will have your number, as that is what a replacement SIM card is, it replaces the SIM card with your original numbe.