Messed up move with eSIM, can no longer use my phone

[blaskfhaskfs25]

I've created a situation where I cannot use my phone to call EE tech support so I am in need of help!

I signed up to EE yesterday. Provided my PAC number as part of the purchase and downloaded an eSIM. I've used eSIMs before for travel so thought I'd configured it correctly. My previous provider, O2, deactivated my plan with them today. 

I can't use my phone to make any calls at all. I can't even call 150 for tech support. Can anyone suggest what I've done wrong or where to go from here?

Thank you!

[Christopher_G]

Hi @blaskfhaskfs25 

Welcome to the community.

Is it a SIM only plan that you've taken with us, or a phone plan? What happened when you tried to download the eSIM?

Chris

[blaskfhaskfs25]

SIM only. When I downloaded the eSIM it seemed to install. I set it up as I have done with eSIMs from Airlo. E.g. I thought I set the line and data to the new eSIM although it's possible I didn't do it correctly. 

[Christopher_G]

OK, thanks @blaskfhaskfs25 

Did you download it through the EE App?

Chris

[blaskfhaskfs25]

I can't quite remember. I know I scanned the eSIM QR code with my phone. It was either via the app or directly through the iOS "add an eSIM" feature.

[Ali_A]

@blaskfhaskfs25 
If you go to settings > general > about > ICCID does it show an EE SIM installed? Usually starts 894430 

If so it may be that you have installed the SIM but it's not yet activated. If you had an initial physical SIM and it still works you can use this to activate the eSIM at Activate your new SIM or download a fresh SIM using the EE App or through your online account

If you don't have a previous SIM or it is no longer working you'd need to call Customer Care on 08009566000 (select option 2) from any other phone or pop into any EE store with ID who can install and activate a new eSIM for you. 

Ali 

[blaskfhaskfs25]

Thanks! It did but it was so messed up I managed to get a store appointment. They put in a physical sim and now I'm sorted. 🙂 

[Ali_A]

@blaskfhaskfs25 
Great to hear you are sorted. No need to sorry about deactivating the SIM now! 

Ali