Joined EE but have an iPhone Air

[Thespenny]

I signed up with EE via the website for an eSIM and it sort of implied I’d be emailed the eSIM as part of my order. However, this hasn’t happened. What’s worse, is that reading around online, it seems EE only send physical SIMs for new users, but my phone doesn’t have a physical SIM card slot…

Anyone able to offer any support or wisdom here, please?! 

[Northerner]

Hi @Thespenny 

There is no account access on these forums. 

For orders you'll need to speak to EE CS on 150.

Thanks 

[Debbie_G]

Hi @Thespenny.

Welcome to the community.

If you’ve ordered an eSIM with a SIM-only plan, you should be able to download it by logging into your EE account.
If you're new to EE, you'll need to register for an EE ID and link your product before you can access the eSIM.

Check your confirmation email, it should include instructions or a link to help you get started. If you haven’t received anything, please contact our team so they can check your account and help get your eSIM set up.

Debbie

[Thespenny]

Thank you. Been on the phone two customer services for an hour this morning and they finally fobbed me off by saying that the eSIM will appear within 24 hours. But I’m really really not convinced!! Terrible start to life on EE… 

[Debbie_G]

I’m really sorry you weren’t able to get this sorted during your call with our team, @Thespenny.

Please keep an eye on your EE account over the next 24 hours, your eSIM should appear during that time, especially if the team have made changes or set up your account to enable this.

I know you’re keen to get this resolved as quickly as possible, so if nothing shows up after 24 hours, I’d recommend getting back in touch so the team can take another look and make sure everything is set up correctly for you.

Debbie

[Thespenny]

I'm waiting for the given 24 hours but I'm not optimistic. I'm reading online that new customers with EE need to activate a physical SIM before they can even start the eSIM process - which simply won't be possible with an iPhone Air! I'm really hoping the next 24 hours rectify this issue because I can see this being the most short-lived EE contract ever... #fedupalready 

[Thespenny]

As expected - 24 hours later and nothing 🤣

[Debbie_G · Accepted solution]

Thanks for getting back in touch @Thespenny.

I’m really sorry that you're still unable to complete this, especially after waiting the full 24 hours. I completely understand how frustrating this must be.

New SIM-only customers are able to set up and use an eSIM. You can find more details on our Get, set up and use an eSIM Help page.

I'd recommend reaching back out to our team over the phone so they can check this further and escalate it if needed.

Alternatively, you can visit your local EE Store with photo ID, and they will be able to provide you with an eSIM pack.

Debbie