Esim

[ThatBurntPickle]

So I've received the new Samsung s25 ultra yesterday but I'm not sure how to activate the esim. I haven't got a qr code and the email tells me to go onto the website but there isn't a link for the esim just a widget to link a device which I can't do as I can't access text messages without the esim working. The ee app doesn't show anything either and if I search for esim download it just says unavailable at this time. Anyone have any ideas?

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[Michael_D]

Hi @ThatBurntPickle 

Welcome to the community.

I know you'll be keen to get your new S25 Ultra up and running.

With a new phone, it would normally be a case of logging in and following the steps for downloading the eSIM. 

Did you take it out as a brand new contract or an upgrade?

Michael

[Badgey]

I have the exact same problem. You can't log in because you can't get a verification message sent to a phone without a sim. I called tech support yesterday and they said they would push a new eSim to my EE app but nope, still nothing.

Even if you log in on a different phone with a sim there is no eSim download option or even a "settings" option and when clicking on the manage bills and subscriptions it says its broken.

Brand new contract and moving from O2.

[Josh877]

Same problem with me. I'm getting no 'prompts' to set it up like I'm being told I should. And the plans and subscriptions tab isnt working on the website. Called ee and they had no idea either. Shambles 

[Badgey]

Yep. I dropped O2 because they were terrible...I am not feeling confident so far and imagine I will now have to head to a shop tomorrow and ask them for a physical sim or something!

[Josh877]

We have no prompt to download it. And the website is useless nothing works. I can't even look at my plan 

[Josh877]

It's looking that way, I can't even see my plan or anything on my ee account. The only proof that I have one is the email confirmation I got when I first ordered. Its like they've just sent me the phone and that's it. 

[Badgey]

Yep mine is exactly the same. Looks like EE is also choosing profits over service.

[Linzi_H · Accepted solution]

Hi @Badgey @Josh877 

I'm so sorry that you're struggling to set up your eSIM. I know how frustrating it is when things don't go smoothly!

If our technical support team isn't able to get this sorted, our team over the phone can still arrange for a replacement to be sent through the post. You're also very welcome to head into an EE store with valid photo ID, feel free to pop by or book an appointment ahead of time.

Please mention the issues you're facing with your EE app/main online account, and our team can also review this making sure everything has been set up correctly. 

Linzi 

[Sarah1234woo]

I am having the same issue. Who has time to spend on the phone or popping in to a shop! Very disappointed