Transferred from Smarty from physical SIM to EE eSim

[MatthewJL]

Hi there, hoping someone can help.

I switched my plan from Smarty over to EE. Smarty had a physical sim, I opted for an eSIM on EE. I used the PAK code etc. to port over my old number, scanned and installed the eSIM, and waited until I got a text confirming my number had been transferred.

That text came in an hour ago, so I shut down the iPhone, removed the old Smarty SIM, and booted it up again.

But my number on the Phone app is still the temporary EE one. Is this a bug? Is there an easy way to fix this? Thanks

[MatthewJL]

It still isn’t working. I’m not able to change the number at all under Phone Settings either.

In iMessage settings, there’s two numbers: my ‘old’ number (i.e. the one that EE was supposed to port over) with a notice at the top saying Registered numbers, 24 days left, “This number is registered to your Apple Account but is not associated with this phone. You can keep using the number for iMessage and FaceTime until it expires.”

Then beneath my ‘old’ number is the temporary EE one, but unticked

[Ali_A]

@MatthewJL 

Don't delete the eSIM, as the QR code will not work to reinstall it (you'd need a new QR code). 

On the error message, can you click where it says to remove the number from iMessage and FaceTime (in red). Then back out of both iMessage and FaceTime. Go back into them and select your correct phone number again when it pops up? 

Ali

[MatthewJL]

Thank you for the advice not to delete the eSIM. I wasn’t intending to per se, but I was wondering if just deleting it and then rescanning it might perhaps solve this problem.

I could do this but what if I can’t re-enable this, and then I lose the ability to message people on iMessage? Also, can you please specify exactly what you mean by “Back out of”?

[Ali_A]

@MatthewJL 

Sorry, with back out we mean exit from the iMessage/FaceTime settings. There shouldn't be any reason you can't re-enable the services. 

Once a QR code has been used it's not possible to reuse it, you'd need a new QR code. It's best to discard the QR code you have to avoid any future confusion. Rather than a new eSIM install, it may be worth contacting Customer Service to run a diagnostics. They may simply send a SIM settings refresh to be pushed to your device. 

Let us know how you get on. 

Ali