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Ordered eSIM over the phone, nothing come through

Chouda04
Visitor

‎31-08-2025 02:03 PM

I ordered an e sim as a completely new account and on a different device (I have never used EE before). The process was lengthy but I ended up choosing an esim plan and gave my card and bank details. The person on the phone was really unclear and said the qr code for the esim will come either by email or on your EE account. I didn’t even have an EE account at this point and have not reveived any emails at all. I will give it some time before I call EE again but surely an email should come in instantly? Also the customer service seems to be pretty poor. 

0 Helpful
2 REPLIES 2
Schockwave
EE Community Star
EE Community Star

‎01-09-2025 10:27 AM - edited ‎01-09-2025 10:33 AM

Hello @Chouda04 ,

Welcome to the community,

Have you checked your junk/spam folder to see if an email from EE has come through there?

You should first receive a SIM card, in order to activate an ESim, which will be sent via second class post. ESims are only available for customers on contract, so as long as it is not pay as you go, once you receive the physical sim card, you will be able to change it to an ESIM.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
Alex_H
EE Community Support Team

‎01-09-2025 12:22 PM

Hi @Chouda04,

Welcome to the EE Community

I am sorry you have been left unclear after your recent eSIM order. If you have ordered a device and SIM then the SIM/QR code would arrive with the phone itself in the post. 

If it is just a pay monthly SIM only you have ordered with us then this should be available for download to your device via your EE online account on the order is complete. 

If it is just a SIM only, you should have received a confirmation e-mail with instructions on how to setup an online account and link your product, so definitely check your spam/junk folder as @Schockwave recommended. 

If during the call they setup an EE online account with you, simply logging into that account should prompt you with the option to download. If you don't have an online account but do have the confirmation e-mail in your spam/junk following the steps in the e-mail should allow you to get setup. 

If you don't already have the online account setup and have no order confirmation, you will need to contact us so that one of our guides can help setup and link the accounts allowing you to then download. 

Our eSIM help page has more information and a video on how the download should work. 

Alex