Replacement handset won’t accept ESim?

[K88tyh]

Hey, I got a replacement 14 handset and set it up like the last one (which I had for 2 weeks) and it came on with no cellular reception, everything else fine. I reset it and same again, it says my old phone (pre upgrade) isn’t ESim compatible so I can’t transfer my number but this is how I set it up before? Like, last 2 weeks ago? There’s no chat function on the EE site so I can’t call for help!! 

[Leanne_T]

Hi @K88tyh 

Thanks for coming here. 

Did you have an eSIM installed on the iPhone that was replaced? 

Was the iPhone replaced by us or Apple? 

Leanne. 

[K88tyh]

I set the original upgrade up using ESim so still have the old physical SIM. 

I assume I need a new ESim to be issued to set up the replacement? So frustrating as I’m hours away from a store and can’t call EE to help! 

YES EE replaced the handset as the speaker was faulty. 

[Leanne_T]

Thanks very much @K88tyh 

You can find ways to contact us on the get in touch page including a message us option to get this looked into and get this sorted. 

Leanne. 

[K88tyh]

Thank you unfortunately I don’t have another phone to call and there’s no messaging service today .. I can’t find any other way! 

[Leanne_T]

The message us option will show when an agent is available @K88tyh 

I am sorry we have no account access on the community to get this looked into for you. 

Leanne.