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When switching to eSIM I never received the activation code

Zeljko1
Investigator
Investigator

‎09-11-2023 10:25 PM

I tried switching my SIM to an eSIM a couple of days ago, I ordered it via the EE website and all was fine. I followed the instructions and at one point it said that I would receive an activation code (PIN) on my old (physical) SIM card, but it never arrived. 

The problem is that my physical SIM got deactivated, without the eSIM being activated. So, in essence, I do not have a SIM card currently nor a way to activate it. 

0 Helpful
6 REPLIES 6
Katie_B
EE Community Support Team

‎10-11-2023 08:42 AM

Hello @Zeljko1. 

Welcome to the community. 

Are you able to try logging in to your EE account online rather than the app to see if you can request an activation code or complete eSIM set up?

Katie

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Zeljko1
Investigator
Investigator

‎10-11-2023 12:57 PM

Hi @Katie_B 

I can do that, but it does not help as clicking on activate my eSIM only brings me back to the screen that asks for the activation code that will be sent to my SIM - which has been disabled/deactivated by EE.

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Katie_B
EE Community Support Team
In response to Zeljko1

‎10-11-2023 01:20 PM

Of course, my apologies I didn't think about the part of your current SIM being deactivated @Zeljko1. 

Do you have a local EE Store near?

Katie

0 Helpful
Zeljko1
Investigator
Investigator
In response to Katie_B

‎10-11-2023 01:56 PM

I'm in the US currently, so no local EE stores nearby. And I would really need my number back, as I'm locked out of quite a few of my accounts and no one can reach me.

0 Helpful
Katie_B
EE Community Support Team
In response to Katie_B

‎10-11-2023 02:01 PM - edited ‎10-11-2023 02:01 PM

Hi @Zeljko1. 

I understand, this could by the cause behind the SIM not activating.

We recommend being in the UK on the EE network when activating a SIM/eSIM. 

The steps now would be to order a replacement SIM which would go to your UK address.

Katie

0 Helpful
lukeneave
Investigator
Investigator
In response to Katie_B

‎07-07-2024 12:00 AM

I 'm in a similar situation though I live in the UK but not sure how this helps. I wrongly, as it turns out, thought I needed a new SIM card for my new phone as I thought it required a different size SIM card so I ordered and have received a new SIM card. But I didn't need a new one so I tried to use my old SIM card in my new phone but it has obviously been deactivated. So I can't see how I will be able to activate my new SIM card as I can't receive text messages. Surely EE must have realised in deactivating a SIM card before the new one is activated means you don't have a usable SIM card and can't make calls or send/receive text messages.

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