HELP! E-Sim set-up!

[ohlou]

I'm an ex-Plusnet (now ceased service) customer & transferred to EE as it's essentially the same network. I signed up to EE & selected the e-sim option (iPhone 14), including the option to keep my number & they told me how to activate via email.

However, it's not working. EE state to use the 'new' number during activation (even though I'm keeping my old number) however when they want to send a confirmation code to the 'new' number to activate, it obviously doesn't come through to me, as I still have my old number! When I try to use my original number, it says I'm not an EE customer.

So.... what do I do? It's been 3 weeks & I haven't been able to use my phone when not connected to wifi & am already paying the EE bill.

[Christopher_G]

Hi @ohlou 

Welcome to the community.

Are you near an EE Store? If you're able to pop in with some photo ID (valid passport or driving license), they'll be able to help you get set up.

Chris

[ohlou]

Unfortunately not, I live in rural Devon.

[James_B]

Hi @ohlou,

You shouldn't be asked for a verification code for a new SIM.

If you weren't able to successfully activate your eSIM following the instructions in the email, please get in touch with Technical Support on 07953 966 150 from any phone.

They'll be happy to help. 🙂

James

[ohlou]

I can't make any outbound calls, since Plusnet have ceased service & am unable to activate my new EE services!

This really is an utter nightmare.

[James_B]

Hi @ohlou,

You can call from any mobile or landline, it doesn't have to be the one linked to your Plusnet or EE account.

Hope this helps.

James