eSIM QR Code not working

[Rovi]

So I just upgraded my monthly contract to a SIM Only plan and bought a Pixel 6 unlocked directly from Google.

On receipt of the new phone, I've deleted the eSIM from my existing phone (pixel 4) then ordered a replacement online through my EE (digital).

When scanning the QR code on the pixel 6, it says its invalid.

I then tried to scan it on my Pixel 4 to get service back, but its also invalid there too.

Now I have no Service so can't contact customer support.

How can I resolve this? and also, why is your website giving out non-working QR codes.

Also I tried several times, and never clicked the option to say I confirm I've downloaded it. I expect not to get charged 3 times for the faulty QR codes...

[Patrick_Rice]

It's not working...

Even now EE are still utilising non compliant QR codes even after all this time, and all those making you aware.

That's what he's saying. 

Not the other way round.

[Katie_B]

Hi @metaphase. 

I have looked and can see a ticket was opened for this.

If customers are still experiencing this issues, please give us a call on 150. 

Katie.

[metaphase]

Thanks, @Katie_B - presumably you mean an internal support ticket? Given it needs a recoding of the website to fix the bug I would imagine all other Android users are still affected and probably any that made it as far as this thread are best just manually removing the $$ rather than spending time on the phone to 150. Do you have an ETA for when the bug will be fixed? Thanks.

[afry276]

@Katie_B, why should everyone still have to call 150 if they still have the issue? This forum discussion highlights that the issue is still present for anyone using an e-sim. It has been the community that initially found the problem and found the workaround fix. Why can EE simply not fix the problem? It is now 7 months since this was raised and EE have yet to do a thing about it. Really doesn't give a good impression for EE support if I'm honest...

[Leanne_T]

Hi @metaphase @afry276 

Sorry, the community support team have no account access to get this investigated for you. 

Please give us a call on 150 and our customer care team can raise a support ticket for the issue and get this looked into. 

Thanks. 

Leanne.

[metaphase]

@Leanne_T I'm not asking you to access my account. The point myself and others are making is that the issue is not resolved and the Community Support Team are saying that it is.  A number of us have already logged the issue with customer support (so no point in calling 150 again) and it really just needs fixed by the technical team.

[McKnight89]

It's really rubbish that you need to be technically inclined in order to use eSim function on your site which you have to pay for. I assume most people who have fixed this are in IT because I assume most users would have no idea how to decode and recreate a QR Code. 

I am a software engineer and I can say 100% this is a 10-minute fix and is serious enough for Adhoc hotfix as it's customer-facing and the feature is 100% broken.

Not sure why you haven't passed this on to your development team because if you had they would have fixed it. Or perhaps you need a new one?

[Maxam]

And as of 26 of may 2022 it still not fixed.

Thanks for the community!

[Ant-1]

Still not fixed, but the hack saved me, THANKS! (on fairphone 4)

The EE support was not helpful and actually incompetent on the topic of eSim (the agent literally wrote "I see that you have downloaded the eSim - you can take this chat as a confirmation that you did download it" which was just plain wrong and led me to think that it was an activation issue. 

Thanks for sharing, and hope EE can solve this silly issue and update their agent tooling and procedure on eSim - clearly this flow is broken currently.

[Profile closed]

Thanks @lukegb - this sorted the issue for me!