My transfer from BT to EE mobile has failed.

[Pashda]

I have an old iphone SE with Sim card from BT. New EE iphone 13. Have transferred data etc across to the new phone. When I try to use the new phone for calls it wont work. I cant transfer number using the option on the phone because my old iphone isnt e-sim compatible. So I tried putting the physical sim card into the new phone. It still shows the network as BT but I have an email from BT on 15th saying goodbye so cant call on that network. So I have no phone.

Tried calling EE from another line I have with them and the various options always end up with a useless text message but no option to actually talk to a human ! 

I gave EE the PAC code when I ordered the new phone

[Pashda]

I have also switched from BT to EE and received the emails from BT about leaving on 14th. At the moment neither my old phone or new phone works. I provided a PAC code to port across my old number. My old iPhone SE does not support esim so I have inserted the old sim into the new phone. Still not working. 

Is there anything else I should try?

[Michael_D]

Hi @Pashda 

Thanks for coming to the community.

Did you request an eSIM with the new iPhone 13, or have you received a physical EE SIM for that phone?

If it was an eSIM, have you received an email with instructions on how to download it from the EE app?

Michael

[Pashda]

hi Michael,
i didnt request an esim or physical sim with the new phone. it came without
one and had an esim phone number on it. This i expected to change to my
existing BT number once the PAC code tfr was applied

[Michael_D]

Have you taken the iPhone 13 as a new contract with a plan of minutes, texts and data @Pashda?

If you have, you would have needed to have chosen either an eSIM or a physical SIM when you were taking the contract out.

Did you order it online or over the phone?

Michael

[Pashda]

It was a totally new contract. originally online order which apparently
failed due to a technical issue so i had a call with EE who went through
the original order and set up a new one but for the same package etc. never
mentioned esim to me, i didnt know they existed to be honest

[Michael_D · Accepted solution]

If there was no physical SIM with the phone, it is likely that it has been set up as an eSIM, which would be downloaded to the device.

At this point, I'd recommend speaking to our customer service guides to see what SIM it is due to have, and help you to get it up and running. 

Michael

[Pashda]

thanks I will do that