eSIM transfer not supported, eSIM not activated

[Cal91rob]

I received my iPhone 16 yesterday and have had a nightmare trying to transfer my number to new ESIM. My eSIM has not activated in the new phone and is no longer valid on my old one. I am without service on both phones and cannot get hold of any EE customer service.

I have attempted getting a new eSIM sent via the EE app but everything required a text verification and as I am unable to receive texts due to having no service this is not working either.

Would really appreciate any ideas.

many thanks, Callum

[Michael_D · Accepted solution]

Hi @Cal91rob 

Welcome to the community.

When you switch the old phone back on, is it showing there is no active eSIM and no signal?

If the existing eSIM isn't working, it would need either a new physical SIM or eSIM to be connected.

If you don't have a connection at the moment, you'd either need to give our customer service guides a call from another phone, to have a replacement sent out in the post, or visit an EE store with photo ID to have one set up there.

Michael