eSIM Help

[PeeterO123]

Hi, 

Ive converted my sim to an eSIM. I now have no signal and keep getting error activating messages. I’m trying to do this via EE app, additionally but they’re trying to text me a code but I can’t get this with no signal. 
I had no signal issues previously and now my phone won’t work and my sim won’t work because it’s been converted. I can’t call EE or anything! 
please help 

[Peter_W · Accepted solution]

Good morning @PeeterO123.

Welcome to the EE Community 😊

There is the option to switch a physical SIM directly to an eSIM directly in the settings of some iPhone models, is this the option that you followed?

Whilst it is possible to switch to an eSIM via the EE app, this isn't as quick a process as the one mentioned above, and SIM replacements do usually require you to receive a PIN on the existing SIM before they can complete. 

If you're totally without service and can't receive a PIN, the quickest way to get this sorted out will be to head to your local EE Store where we can do an instant replacement. 

You'll just need photo ID in the form of a valid passport or UK driving license.

Peter

[PeeterO123]

Hi Peter, 

I converted to eSIM via the iPhone settings, rather than through the EE app. It completely disabled my SIM card and when I managed to download the eSIM and “activate it” I had no signal. 

EE kept sending me texts, with activation pins which I could not receive so I visited the EE store this morning and got a physical SIM replacement. I probably wouldn’t recommend the eSIM business as it seems very tricky 😬

But all sorted now! Thank you for the help 😁😁😁

[bristolian]

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@PeeterO123 wrote:

I probably wouldn’t recommend the eSIM business as it seems very tricky

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Out of interest, what is it that appealed to you, about an eSIM rather than physical one?

[Peter_W]

Thanks for confirming that @PeeterO123 

With SIM replacements we need to be really careful as this poses a fraud risk, so as a verification method we will always send a PIN to the existing SIM before your service switches. 

I'm really glad to hear that our team in-store managed to get this sorted out in the end for you, though.

Enjoy the rest of your weekend,

Peter

[PeeterO123]

Well, I’ve just upgraded to the iPhone 16 Pro Max, from the 15 Plus - I was told by a friend that these phones are eSIM only and don’t accept the physical sim. 

So whilst waiting for delivery, I attempted to convert this to an eSIM so I could just transfer everything over automatically but failed miserably. An EE Guide in store told me this was untrue, and recommended staying away from eSIMS. 


He said it’s certain models like they have in the US, that’ll be eSIM only, but UK models will have SIM cards. 

[bristolian]

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@PeeterO123 wrote:

Well, I’ve just upgraded to the iPhone 16 Pro Max, from the 15 Plus - I was told by a friend that these phones are eSIM only and don’t accept the physical sim.

Your friend was wrong, this is easily verified on Apple's website.. (via a simple Google search for "iPhone SIM sizes")

https://support.apple.com/en-gb/118569 

[Aimrich]

Me too and can’t ring out or text them, no email. How did you fix this please? 

[Aimrich]

I can’t get to the nearest store so don’t know how to fix this? 

[PeeterO123]

If you go via the app, you can order a replacement physical sim, at the cost of £1.50

If you have any other phones/landline I'd probably call their tech support - hope this helps