eSIM problems transferring to new iPhone

[coconutxone1]

Hi guys, anyone having issues transferring their old eSIM from the old iPhone to the new iPhone? 

My brand new SIM-free iPhone 16 Pro Max arrived yesterday from Apple.

I have tried everything from iPhone to iPhone transfer, including iCloud restore no joy, the eSIM remains on the old iPhone, and lastly requested a new eSIM QR code via the EE app.

I scanned this new QR code into the new iPhone mobile number, which remains 00000000000. After 20 minutes and the code I receive via text message cannot proceed, we are having trouble activating your eSIM. Please try again later or call us. This code entered into the EE app. 

I have also requested a physical replacement SIM card for £1.50 and will change that to eSIM again. What a pain! eSIM isn't a plain sailing process. 

[Peter_W]

Good morning @coconutxone1.

Welcome back to the EE Community 😊

I appreciate this is far from the best start to your new upgrade, but let's take a look at what options we have to help with this. 

Do you still have service on your previous handset at the moment? 
Also what exactly is happening when you try to transfer the eSIM using Quick Transfer?

Peter

[coconutxone1]

Hello,

Peter Yes, service is still active with the old device. The old device is using eSIM.

Quick transfer does nothing; just transfer the whole old iPhone back up only thing doesn't transfer over is the EE eSIM Profile that remains active on my old iPhone.

[Leanne_T]

Hi @coconutxone1 

Thanks for coming back to us. 

Are both the old and new devices on iOS 15.4 or above? 

Have you had a call from the team since you last posted? 

Leanne.

[coconutxone1]

Hello, Leanne

Both devices on iOS 18 Latest Update

No one called since I made this post.

Thanks

[Leanne_T]

I see, thanks @coconutxone1 

In this case, please give us another call on 150 and the team will get this looked into for you. 

Leanne. 

[coconutxone1 · Accepted solution]

Hello,

Leanne Sorry about the delay. The physical SIM card arrived this early morning. I activated it first online; it took about 10 minutes to become active.

Next Log into the EE app to download the QR eSIM code, and scan this into my new iPhone. Next, click on the EE app and locate Manage > Device and SIM > Scroll down to Activate my SIM/eSIM to activate eSIM. Followed by a 6-digit PIN once that was done, my eSIM became active, but the physical SIM is disconnected.

Everything is working perfect now.

Thanks

[Leanne_T]

Great news @coconutxone1 

Thanks so much for coming back and letting me know I really appreciate it 🙂

Have a lovely day. 

Leanne.

[MCFernandez]

I am having the same issue. Upgraded in store but they mistakenly sent the wrong size. Was told it would be a couple days ONE WEEK LATER as I had to keep calling them and they had no delivery So frustrating but the guys were ok eventually it came they transferred to my new phone and let it finish off while I went home with it transferring. Unfortunately the sim hadn’t transferred over so I had to use my old phone for a couple days as I need it for work. Went in again on day off and the guys said it’s an e sim call 150. Did that and they sent an eSIM but when transferring ee sent a text saying can’t activate it as there was another request for one. I guess I didn’t need a new eSIM 😭told to wait 24 hours let’s see somehow I don’t think I will be able to use it. 2 weeks since upgrade and still not able to use my new phone all in all unecessarily long complicated and very frustrating experience considering I have been with ee for years and have EVERYTHING with them. The staff are nice but the processes and systems are all over the place and I’m an unhappy customer. Will consider completely switching provider out after this experience once I know where I am as I will not  get another upgrade with EE so might as well switch completely 

[Leanne_T]

Hi @MCFernandez 

I am very sorry you have had this experience when upgrading and understand how frustrating this must be for you. 

Please let us know how you get on after the 24 hours. 

I hope the SIM is up and running soon for you and you can use your new phone. 

Leanne.