I cannot get the QR code for my esim card

[jimmy91]

I am applying for a monthly payment sim card, when I received my sim card, I tried to transfer it into the esim through the ee app, the ee shop in London, and telephone support. They all don't work and ask me to wait. Is there any method can help me get the QR code of my sim card? Also, i cannot use anything as my phone is a esim only phone, who will bear the costs incurred when I do not use my sim card.

[Chris_B]

@jimmy91  You’ll bear the costs because it’s your device that is the issue not the sim that you agreed to have on a contract.    

You can not use a QR code without a working sim in your device. A QR code is the mechanism that starts the move of a number from a sim in the device to the eSIM.    

[jimmy91]

Thank you for your reply. The reason for me that I can’t use the eSIM is ee itself can’t generate the QR code for me not the fault of my device. 

[Leanne_T]

Hi @jimmy91 

I am sorry to hear this. 

What happens if you try and download the eSIM in your EE app? 

Leanne.

[jimmy91]

That is the notification that happened. When I call the 150 they ask me to go to the ee shop, they can’t get the code for me by post as well. When I go to the store, they said they can’t get the qrcode for my eSIM at that moment. They ask me to wait until Friday. But it seems like doesn’t work.  

[Leanne_T]

Hi @jimmy91 

I would advise calling our tech guides again on 150 to get this looked into further. They will have access to your account and see what is needed to get this sorted for you. 

Leanne.

[jimmy91]

I have already call them, they ask me for wait until yesterday and try it through EE app as well. But it doesn’t work.

[Leanne_T]

I see @jimmy91 

Please call and let our tech guides know this was not resolved yesterday to see what else is needed to get this sorted 🙂

Leanne.