I ordered an eSIM yesterday but still not received the details

[Martpr72]

I ordered an eSIM 24 hours ago and although the final screen said I would get the number and instructions in the confirmation email, they weren’t there. 

should I be getting another email??? And when??

 When I’ve ordered travel eSIMs before I’ve got them immediately. 

[Chris_B]

@Martpr72  Ordered from where ?  Please provide a link to where you ordered from. 

[Martpr72]

Hi Chris

 it was on the main EE website….

 

[Mod note: I had to reject the image that you posted, because it contained your order number.]

[Christopher_G · Accepted solution]

Hi @Martpr72 

Welcome to the community.

Please check your spam/junk folder in case the email made its way there. It's possible you've been sent a scannable QR code to use, which would arrive through the post. If you give our Customer Support team a call, they'll be able to confirm that for you.

Chris

[Martpr72]

This wasn’t the solution!

i spoke to customer service and as a new customer I shouldn’t have been offered an eSIM on the website. New customers can only apparently get a physical sim. This is a big with the site that’s been known about for about 6 months!!!! 
So I’m being sent a physical sim. 
not the best start with EE for me!

[aubs66]

Hi Chris. I have a simlar issue with my order for a travel esim. I have an order number but no email in 48 hours since I made the order. Should I expect it to come or has the order been taken in error?

[Peter_W]

Welcome to the Community, @aubs66 😊

If you haven't already I'd recommend checking your spam / junk folder to see if the confirmation has ended up in here. 

You can also check your order tracking number via our tracker here, too.

If you've still had no update from there, please give our team a call, and follow the options for billing. From there we can get you transferred to our dedicated web sales team.

Peter 

[aubs66]

Hi Peter,

Thanks for the advice.

I have continually checked all spam / junk folders to no avail. I have also contacted both the standard help centre (cannot help me as they are unable to verify my phone number as I am both abroad and not an EE customer), and also the order centre (again not able to help and cannot even see my order number).

Any further suggestions gratefully welcomed.

With kind regards,
Aubrey

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[Peter_W]

Thanks for confirming those details, @aubs66 

Have you been able to successfully connect with a member of our team when calling up, or are you being held back by the automated system?

Peter

[aubs66]

Hi again.

I have successfully connected to two separate agents but neither have been able to help: one because they were unable to verify my identity, and the second because they did not “recognise” my order number.

Both have suggested continuing to wait, but it's 72 hours now and still no email.

With kind regards,
Aubrey Nunn