Transferred eSIM but not getting service

[Jloynes]

Hi, 

I just got a new phone and transferred my eSIM over during the set-up, everything has loaded onto the new phone except I’m not getting any service/can’t use mobile data. Any reason why this would be?

[Alex_M]

Hi  @Jloynes,

You will need to request a new eSIM via the My EE site.

eSIMs are not supposed to be transferred from phone-to-phone, but the replacement one you order should begin working straight away.

Thanks,
Alex

[Jloynes]

HI Alex,

Thanks for the response. How come when setting up my new phone it gave me the option to transfer eSIM from my previous phone to my new one then? I've since deleted the eSIM off my new phone, but surely requesting a new eSIM will mean changing my phone number, which I've never had to do before when changing phones. Also, should this not have been mentioned to me when at the EE store today buying the new phone? If all my data can be transferred from one phone to the next, surely the point of the eSIM is to transfer across the cellular/mobile data as well? Thanks @Alex_M 

[Alex_M]

Not too sure why, I’ve never successfully transferred eSIMs. When I got my new iPhone it asked me the same question but it never worked.

Requesting a new eSIM won’t give you a new number, it is instant and should work straight away.

Thanks,
Alex