Getting a new eSIM abroad

[Gareth1978]

Hi,

I have a big problem in that I've gone abroad to Colombia and my phone (a Google Pixel 6 Pro) has been damaged so that I can't use it. I've been to some shops in a town here and they seem to think it's easy to repair, but the problem is that they don't sell Google Pixels in Colombia, so don't actually have any parts to replace the screen with.

I have a spare phone I can use, but the problem is that I've been using an eSIM on my current phone and so can't use my UK number on it at the moment. This is a massive issue for things like paying for and booking things, as it often asks for verification via SMS. Is there a way I can activate a new eSIM from Colombia if I get a new phone?

If not, I'm really unhappy with this, as I was forced to get an eSIM due to the fact that my Pixel 6 Pro only has 1 slot for a SIM card and so I needed to use this for the foreign SIM card. I was advised by someone at EE to get an eSIM as a result - I really didn't want to, as I had a feeling something would go wrong with it if I did this. And sure enough, it's happened and now I have no idea what to do because it's essential that I have a working UK number, but it's spoiling what's supposed to be an enjoyable time over here. I'm supposed to be staying here for another 2 months, so really need a solution asap.

Gareth

[Katie_B · Accepted solution]

Good morning @Gareth1978. 

Welcome to the EE Community. 

I am sorry to hear your phone has been damaged whilst abroad and that this is now having an affect on your trip. 

To activate a new eSIM/physical SIM we recommend you to be in the UK using the EE home network to ensure it activates successfully. 

Does your spare phone support eSIM?

The information provided by our team is an option for those travelling abroad wishing to use both their EE SIM and a local SIM with only one SIM tray.  If you have access to another phone, I would recommend giving us a call and speaking with our customer care team who can look into this further for you. 

Katie 

[bristolian]

You have unfortunately found one of the shortcomings with eSIM, sounds like your choice to use a foreign SIM potentially makes a single-physical-slot phone unsuitable for your needs.

A replacement eSIM may be possible whilst abroad, but the process is not guaranteed and you need to be prepared to be offline until your return to the UK.

[Gareth1978]

That's just totally crazy. I find it utterly, utterly ridiculous that EE has launched such a system that is not fit for purpose. Of course, when I made my SIM into an eSIM, it never for a second occurred to me that EE would provide a system so stupid that it's almost impossible to do something to remedy the situation if you're in a foreign country if something goes wrong. It's simply not an option for me to be offline until I return to the UK in mid-December because I often need to be sent codes to make purchases abroad with my bank.
It's s kind of also hard to believe when they must be getting complaints all the time about this, especially when one of the things that eSIMs are meant to do is make it easier for travelling. It just makes no sense to me at all. I'm absolutely furious with EE for this.

[Christopher_G]

Hi @Gareth1978 

eSIMs (and physical SIM cards) can only be activated on the home network here in the UK.

I understand your disappointment. If you would like to, you can raise a complaint on this webform. If you mention that you're abroad, they may be able to handle it by email. 

Chris

[bristolian]

The inability to guarantee a new SIM activation abroad are not specific to eSIM but apply to all SIM - both physically & electronic. The issue is that your phone is not connecting to EE's UK network but foreign ones, and thus the additional roaming permissions are needed.

If the new SIM is not already active, then you have a natural catch-22 situation of enabling foreign-MNO access before basic activation. It can sometimes work if the core-network-databases allow - but it's an additional variable that can't be controlled and thus guaranteed.

Whilst your frustration is understandable, I don't see anything in your situation that has been caused by EE's restrictions. A pSIM can be physically moved between devices by its very nature, where the "e" means either embedded or electronic.

The common use of eSIM when travelling is to "embed" the temporary SIM whilst keeping your physical home SIM unaffected. I'm personally yet to identify any substantial inherent advantage of "e" over "p" for your home SIM except freeing up physical slots.

Do try calling EE-CS from another phone and attempt the activation process, you may get lucky.