Hi @JackBradford01
Sorry to hear your SIMs are not working in your new phone. I know you'll be eager to use your new phone and get back in service as quickly as possible.
Does the old SIM still work if you pop it back into the old phone? If so you can use the working old SIM to activate the eSIM.
If not, it may be that the service has already transferred to the new eSIM (which will cause the old SIM to deactivate). Please check your phone settings to make sure the eSIM is still installed and switched on.
If the eSIM isn't already registered and activated, and the old SIM doesn't work at all you'll need to call customer service from a different device, where a member of the team can order a replacement pre-activated SIM card or eSIM QR code for you. Contact Us | Help & Support - EE
Alternatively, you can pop into any EE store with photo ID and the guide will issue you a replacement SIM free of charge straight away. EE Store Finder | How to find your nearest EE store | EE
You'd only be able to use the option to order or download an eSIM/QR code online if you have access to your previous SIM, as a security PIN is sent via SMS to it to activate the new one.
You can find out more at How do I swap or get a replacement EE SIM
Ali
