eSIM activated but not working / unable to contact customer service

[danjrb]

Hi - I have tried to activate a new eSIM with a new iPhone (existing account, transferring from my other iPhone would not work. I have no service and my number is just showing as 000000000. I have reset my network settings and restarted my phone twice. I have tried to contact EE via chat through the app and was told the wait would be around 15 minutes; I have been waiting for 40 minutes and cannot call EE, as I have no working number.

Does EE have a contactable customer service team? How can the service I am paying for be activated asap?

Thank you!

[Matt_124 · Accepted solution]

It sounds like an unsuccessful eSIM replacement when setting up the device using Quick Start. Did you have a physical SIM beforehand? When the iPhone asks about transferring your number, it attempts to do an eSIM Replacement and this can sometimes fail.

It is almost always better to choose the other option - to set this up later in Settings, as they have a tendency to fail when not processed directly in the EE App. Rather frustrating that Apple pushes everyone to do this as they present it as the default option with wording that seems to make sense and is quite literal. If your SIM is still working in your old device you could try following the instructions from this thread for transferring an eSIM: https://community.ee.co.uk/t5/SIM-cards-Porting/Transferring-SIM-to-another-phone-as-an-E-SIM-no-phy... 

Unfortunately whatever the case is, if your SIM has been deactivated (showing no service) you will need a replacement SIM from EE. The advice for doing so can be found HERE, and includes calling options (including from another device in the case that yours is not working) or alternatively visiting a local EE Retail Store with a UK Driving Licence or Full (Book) Passport where they will be able to provide you with a Replacement SIM on the day free of charge.

[danjrb]

Thanks for the response, appreciate it - my SIM before was eSIM. I've had eSIM on iPhone for a few years now (primarily in the US), but have only ever had this particular issue with EE, no other carrier. So I'm thinking it's an EE issue, not an Apple issue.

Someone has now responded in chat, although right now we're going in circles with generic advice I'd already pre-empted, so... we'll see what happens!

[Matt_124]

No problem - it could very well be carrier-side as I have not yet experienced eSIM transfers on any other network. I have just seen one too many times where people click through the Quick Start options and inadvertently agree to switch from a Physical SIM to eSIM and are left without working service!

eSIM is certainly not as ubiquitous in the UK as the US as the UK iPhone models (with the exception of the new iPhone Air) all feature physical SIM support, so would not be surprising if there were some gaps in the maturity or implementation.

Hope you can get sorted.

[Schockwave]

@Matt_124 @danjrb , I managed it last year on the IPhone 16 pro max to transfer from a physical SIM card to an ESim when transferring from the IPhone 12 Pro Max, strange how some are not able to transfer without a problem, but I originally had no intention of changing to an ESim, but now happily have it with no problem.

[danjrb]

Thanks again. After a loooong time in chat... seems like the only way I can fix it is by going in-store. I looked back at a few other threads (some from three years ago). Same issue. Clearly an EE infrastructure problem. If this is how they deal with eSIM... might have to look elsewhere.

[danjrb]

Hi, just for anyone who does come back to this post. I want to make it clear that while this has now been marked as having a solution, EE does not have an effective solution for this issue. I spent 2 hours speaking to someone on chat, we tried various things such as:

- Restarting the device and network settings (multiple times)
- Deleting the eSIM that was not working and 'ordering' a new one
- Using web and app to order/download a new SIM
- Activating the eSIM via web and app

Nothing worked. The only 'solution' was to go in-store. I had an appointment scheduled for today, however the eSIM is now successfully downloading via the app. As far as I can see, the 'solution' seems to be to just wait it out and hope for the best.

As I mentioned in previous posts, I've had eSIM for years (granted, in the US), was moving from eSIM to eSIM, did the set-up after the iPhone Quick Start and have never had issues close to what I experienced yesterday. Something is either clearly wrong with EE infrastructure for eSIM, or new guidance needs to be put in place for both customers and EE guides.

[Schockwave]

@danjrb , thank you for coming back and letting us know, good you got it sorted and it has now successfully downloaded itself, good if anyone else has similar problems can let them know to wait and it should download, mine did it immediately last year.