Installing an eSIM when you can't link new number to your EE account

[Refluxer]

Hi. I'm just moving in the process of moving across from PlusNet Mobile. I've set up a new EE contract, requested an eSIM and have registered on the EE site. I also submitted a PAC code in order to keep my existing number as part of the application process.

I've received the 'Confirmation: Your order's on its way' email which suggests my new eSIM is now available but to link my new number to my EE account, I need to be able to receive a code via text which obviously can't happen until the eSIM is installed, so I'm in a bit of a catch-22.  I also tried linking my existing PlusNet number but that failed, even with the security code (I can still receive texts via my old PlusNet service).

Once that PlusNet number gets ported, I'm presumably not going to be able to receive any texts at all (without a working SIM) and won't therefore be able to link either the new temporary EE number (or my ported number) to my online EE account ! 

I'm new to eSIMs (and EE) so am I missing something ? Starting to wish I'd just ordered a physical SIM !

Thanks.

[XRaySpeX]

To link your no. & receive the consequent verification text you either have to get a physical SIM 1st or wait until your eSIM is operative.

[Refluxer]

Thanks for the reply. When you say to wait for the eSIM to be operative, I'm wondering how that can happen if I'm not able to link either phone number to my online account and download it ? There isn't an option for that currently, either on the  app or website.

Are EE likely to be able to provide me an option to download the eSIM because I used the same email address for both the contract application and online site registration ? I was presuming the new phone number would need to be linked in order for that to happen, hence the catch-22 situation of not being able to receive a text to set up the link.

[XRaySpeX]

You don't need a no. linked in order to use it.

[Refluxer]

The issue is that I currently have no way of downloading the eSIM. My online account is essentially empty, with only my email address (and no numbers) currently associated with it.

The email says the following, but there is no prompt to download the eSIM when I log in. I also wasn't asked any of those questions when I registered for the online account, which only requires an email address to get started. I'm stumped !

Download your eSIM
If you're an Android user, please log in on our website and tap the prompt to download your eSIM.
If you need to register for an EE account, you’ll need to:

1. Make sure you select YES when asked whether you pay the bill during the registration process
2. Use the mobile number referenced within this email, even if this is a temporary number
3. Have your bank details to hand - account number, sort code and card number

[Christopher_G]

Hi @Refluxer 

Welcome to the community.

Are you near an EE Store? If you're able to pop in, they should be able to help you get set up, even if it's on a physical SIM to start with.

Chris

[Refluxer · Accepted solution]

Thanks for the reply. I phoned EE this morning and they were surprised I hadn't been given the option to receive a QR code for the eSIM download through the post which is ironic, as the reason for choosing an eSIM over a physical SIM in the first place was to avoid using the post 😄

Thankfully, the agent was able to link my new number to my online account and the eSIM download option became available. so it's just been installed.

So it looks like I was right about the catch-22 situation - you don't get access to the eSIM download until your new number has been associated with your account but you can't add your new number to your account as you can't receive the security text until the eSIM has been installed ! 

Anyway, it's all sorted now so it's all good. Thanks folks.

[Christopher_G]

Thanks for coming back to let us know, @Refluxer 

Chris