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Impossible to activate my eSIM without a phone

GraftyGirl
Investigator
Investigator

‎10-11-2024 11:06 PM

This is getting beyond a joke. 

1. I ordered a new SIM after losing my phone - it arrives by post.

2. It takes 20 minutes for customer services to activate it.

3. It still doesn't work. After 20 minutes on the phone with tech support, they realise the SIM is faulty and order me an eSIM.

4. I download the eSIM onto my new phone but NEED A TEXT TO ACTIVATE IT. I DON'T HAVE A WORKING PHONE BECAUSE THE SIM ISN'T ACTIVATED!!!!!!!!

I am getting so angry now. The customer service from EE is abysmal. What are you going to do to get me a working phone?

13 REPLIES 13
Sstnly2096
Investigator
Investigator
In response to Peter_W

‎04-06-2025 03:53 PM

I have just been to the store and they said they cant help me, i asked them to  take the phone back and cancel the contract but they cant do that either because im 3 days passed the 14 days 

0 Helpful
Peter_W
EE Community Support Team
In response to Sstnly2096

‎04-06-2025 04:29 PM

@Sstnly2096 They should definitely be able to help you with the SIM replacement, did you mention this option?

Provided you have the correct photo ID they can activate a physical SIM for you, which should resolve all of your issues around activation, too. 

With trade-in offers you have 28 days to return you old handset to us as well, so there's never normally pressure to send this back prior to setting your new handset up.

The only exception would usually be if we're doing a like for like swap on a faulty model.

Peter

0 Helpful
Sstnly2096
Investigator
Investigator
In response to Peter_W

‎04-06-2025 04:51 PM

I did ask for a new SIM first but they said as I upgraded online they couldn't help, same response when I asked to cancel it all together 

0 Helpful
Peter_W
EE Community Support Team
In response to Sstnly2096

‎04-06-2025 05:23 PM

@Sstnly2096 Upgrading online should have absolutely no basis on whether or not you can get a replacement SIM in branch, provided the account is all up and running as it should be.

I actually visited one myself at the weekend as I needed a new SIM for 5G Standalone, and they sorted this out with no issue despite it also being an online upgrade.

The only other route we could look at here would be contacting our team from another phone and requesting a pre-activated replacement via post, but this would be 2-3 working days. 

Peter

0 Helpful