SIM problem

[ND75]

Hey,

I have the same problem. 
Converted DIM to eSIM. Couldn’t receive or do phone calls. 
then I was advised by EE staff in the shop to order a physical SIM card and the problem still exists.

Npw I can’t convert the new SIM card to eSIM without a barcode.

It’s going in circle. Worse experience ever.. no one really has an idea how to fix the issue. 
how can it be that the phone function is not working although I have a brand new physical card installed.. 

so annoyed 

[Michael_D]

Hi @ND75 

Welcome to the community.

I can understand your frustration when you aren't able to call as normal.

Are you able to receive texts at all? If you can, you should be able to download a new eSIM in the EE app.

What is happening when you try to call? If it is happening on eSIM and physical SIM, it may not be the SIM.

Michael

[ND75]

Hi,

I can receive text messages but can’t call or receive any calls. 

it didn’t work with eSIM and it is also not working with a physical SIM. 

it doesn’t seem to be an issue with the SIM must be something to do with my account. 

In the EE shop the shop assistant used his SIM and he was able to call. 
That’s why I have ordered a physical SIM card and it is still not working, so something with my account setting must be not tight. 

the other problem is if I want to convert the physical SIM to eSIM on my phone it requires a barcode which I don’t have. 

I hope this is now clear enough to understand my struggle. 
I am running in circles and I am about to cancel my membership if the minimum service of doing calls can’t be even solved when I visit your shop. 

if I 

[Michael_D]

Thanks for explaining @ND75 

You can get the eSIM set up again in the EE app. When you are logged in, open the profile at the top right corner and then choose Settings and Permissions and scroll to the bottom to select Replace my SIM/eSIM.

In terms of the calls, what happens when you try to call?

Michael

[Chris_B]

@ND75  have you restarted the device since the new SIM card became activate. 

[ND75]

I will try the SIM.

in terms of call it says directly ’call ended’ without even trying to dial. 

[ND75]

Hi,

there is no option replace my SIM

 

[Michael_D]

Is it a contract or pay as you go account that you have @ND75?

Michael

[ND75]

It’s a contract. 

[Michael_D · Accepted solution]

Thanks @ND75 

I was just wanting to check that as pay as you go can't have eSIM but the option should be there on a contract.

At this point, we need to get our tech guides to have a look at what is happening on your account, and look to get it working.

You can reach them from any other phone on 08000798586 or if you don't have access to another phone, you can pop into an EE store who can put you in touch with them.

Michael