My eSIM transfer has failed and now I have no service

[Daventry]

Yesterday I received a  QR code to transfer my eSIM to a new phone.

After following all the steps and no having service on either phone I went to online chat and they told me the QR scan had failed!

Now I don’t have a working phone line while I wait for another QR code to arrive.

BTW the transfer process requires a SMS to be sent to the old phone. How’s that going to work if I don’t have an active line?

On top of that, the person from online chat didn’t offer any compensation at all for this service disruption.

[James_B]

Hi @aseelhamoud,

Welcome to the EE Community. 🙂

What problems are you experiencing with your eSIM?

James

[Carwynba]

Hi James

I have used the My Ee app to set up my esim. I get to the verification text but none are coming through. I may be a bit dumb but I have a micro sim in my iPhone 11 which is through BT and the esim is via yourselves. Can you please help?  Kindest Regards Carwyn 

[Katie_B]

Hello @Carwynba. 

Welcome to the community. 

Does your EE physical SIM still work?

Katie

[Carwynba]

Hi yes the nano sim is working but the esim is showing in the settings part of my iPhone but without the phone number. Can’t get the activation 6 digits. Can it be emailed to me? Am I doing something wrong? Kind Regards Carwyn 

[Katie_B]

Hi @Carwynba. 

When you are trying to activate the eSIM do you have the physical SIM inserted?

Activation codes can't be sent via email. 

Katie

[Carwynba]

Yes I do have it inserted and it is my primary number. Kind Regards Carwyn

[Christopher_G]

OK, thank you @Carwynba 

I recommend speaking to our technical support team to see if they can look into this for you.

Chris