Urgent Complaint: Disconnection from EE Network After eSIM Conversion Request

[Vonjosh]

I am writing to formally raise a complaint regarding a recent issue with my mobile service.

I recently transferred my phone number to the EE network and was on the £20 plan for 50GB of data. On 31/10/2025, I received a call from an EE representative about available packages. During the call, I agreed to upgrade to the 24-month £20 plan with 150GB of data.

I also asked the representative if my physical SIM could be converted to an eSIM, and she confirmed it was possible. I requested that she proceed with the conversion. Later that same day, I received an email confirming that a physical SIM would no longer be sent since I had opted for an eSIM.

However, from 01/11/2025, my line has been completely disconnected from the EE network. This disruption has caused me to miss important calls and activities. I am very disappointed with this experience, as I expected a smooth transition to the new plan and eSIM.

I kindly request that my service be restored as soon as possible and that any issues related to the eSIM activation be resolved immediately. Please also confirm any steps I need to take to complete this process.

Thank you for your prompt attention to this matter. I look forward to your swift response.

[Northerner]

Hi @Vonjosh 

If you’ve ordered an eSIM for a SIM-only plan with us, you can download your eSIM by logging in to EE. If you’re a new customer, you’ll need to register for an EE ID and link your product to download your eSIM. Follow the instructions in your confirmation email.

If you're using the EE app, make sure you’re using the latest version.

https://ee.co.uk/help/mobile/getting-started/esim/what-is-an-esim

Or if you requested a QR code it will be sent by post. 

You can complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks 

[Vonjosh]

I am unable to log in as it says my account is now closed. And I am unable to register with my email because it already exists. I can’t link a phone number because I can’t receive the code because my phone number isn’t active.


Joshua Isaiah
**********
**********
**********
Dundee
Scotland.

[Mod Edit: Personal details removed. Please don't post personal details in public forums, thanks]

[Chris_B]

@Vonjosh  You received a call and you knew this was EE how ?  The agent said they worked for EE ?  

[Schockwave · Accepted solution]

@Vonjosh , if you cannot register, as your email address already exists, you would need to speak to customer service to get this sorted, either using another phone, if yours does not work or using a web based app. EE have no way of knowing who you are or customer service seeing this in the forum, which is a public forum, no account access here in the forums.

You can raise a complaint here, but would be quicker to speak to them to get this sorted:

https://ee.co.uk/help/contact-ee/complaint

[bristolian]

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@Vonjosh wrote:

On 31/10/2025, I received a call from an EE representative about available packages

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What number was this call received from?

There is no access to individual customer accounts on this public internet forum, nor does it form any part of EE's formal complaints process.

EE-CS can be contacted on 07953 966150 from any working phone.

[XRaySpeX]

This user discussion forum is not the correct platform for logging complaints against EE. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .