Ordered an eSIM on Friday, still nothing on Wed?

[R0555Y]

Hi, I ordered my new 24 month sim only eSIM using my PAC code from Three on Friday evening, expecting the swap to probably happen around Tuesday, but I’ve heard nothing since the order confirmation. I can’t even seem to track any progress anywhere on the app or website? The app just shows sim orders take 1-2 working days.

Shouldn’t this have been swapped or at least started by now? 

[Linzi_H]

Hi @R0555Y 

It's great to hear you've placed a new order with us, and I know how eager you'll be to get this all up and running. 

If you’ve ordered an eSIM for a SIM only plan with us, you can download your eSIM by logging in to EE. Follow the instructions in your confirmation email. If you’re using the EE app, make sure you’re using the latest version.

Here's some handy information on how to set up and use an eSIM.

I hope this helps! 

Linzi 

[R0555Y]

Hi Linzi,

I’ve only got the order email when I originally ordered the sim, which says to wait for my confirmation email/text for the eSIM, and the app is showing as sim orders usually arrive within 1-2 days. I’ve heard nothing since. 
 
The EE site shows nothing linked with my number. 

thanks,

Ross

[Linzi_H]

Thanks for letting me know @R0555Y 

I'm so sorry you've not heard anything further about this. Please give our Sales team a call on 0800 956 6000 so we can get this chased up today for you.

Linzi 😊

[R0555Y]

Thanks, I spoke to Conner in the accounts team and he suggested I at least give it until Friday, but couldn’t tell me the status of my order. 

I’ve just tried the Track my order on the EE site, and it’s says there are no active orders on my account. 

I’ve never had this issue with a network before, I chose an eSIM as I assumed it would be a lot faster and easier. 

[Ali_A]

@R0555Y 
Thanks for your patience while waiting for the SIM to be delivered to you. 
Both SIM and initial eSIM are sent via standard post so delivery timescales would be the same. Usually arriving after 1-2 working days. 

Future eSIMs can be ordered via your online account after the line is active, or pop into any EE store with ID to have an eSIM installed and registered straight away. 

Ali

[R0555Y]

Oh are they? Hmm ok thanks, no one has told me that. The order email just says to follow the on-device prompts to download the eSIM when you receive your package. Assumed this would be an email or notification on the app, and much quicker than a physical sim. 

[Leanne_T]

Hi @R0555Y 

Thanks for coming back to us. 

If you have not received the eSIM today, please get back in touch with the sales team, and one of our guides will get the order looked into for you. 

Leanne.

[R0555Y]

Hi Leanne, 

Ok I’ll have to try this evening as I’ve still not received/heard anything. 

[Leanne_T]

Let me know how you get on @R0555Y 

Leanne 🙂