eSIM transfer not supported

[Peatc02]

I’m unable to get new work iPhone up and running with new eSIM. The eSIM has been activated by the call centre so next step was to scan QR code.  But when going into settings and mobile service, it’s saying data transfer not supported for my number and is greyed out. My personal number is there at the top.  Tried selecting other option and attempted to scan QR code but it kept buffering then said unable to activate. Now the code is saying code can no longer be added. Any ideas? 

[Peter_W]

Good morning @Peatc02.

Welcome to the EE Community 😊

Just to be sure with this one, am I right in thinking that you're looking to add this eSIM as a second line for work alongside your personal number?

Also is it the work number that's on EE, the personal one, or both?

Peter

[Peatc02]

It’s two different iPhones with two different mobile numbers, one for work (with EE and trying to set up), and a personal one (or three if you include personal iPhone, current work iphone and new work iphone).  Work and personal handsets and numbers are kept separate.

For some reason,  when setting up the new work eSIM on the new work iPhone (was transferring from current work iPhone to new work one) , the QR code wouldn’t scan and kept buffering, before eventually saying it can’t be added.   The help desk mentioned that new QR codes are only valid for 5 days from their issue date from EE, is that your understanding? 

Or would I reset the new work iPhone to factory settings  and start again? And try activating the eSIM before starting all of the iPhone transfer (if that’s even possible?)  

Thanks Peter. 

[Peter_W]

Thanks @Peatc02, so is the work number you want to use still on your previous work iPhone, or is the number you're trying to set up totally separate?

If it's the former, is this still active and working on the old phone, or has this stopped working?
Peter

[Peatc02]

The old work iPhone is fully operational, and the new work iPhone is set up but doesn’t have any network/mobile data. The ee help desk had to reactivate the old eSIM  as once we called up to  activate the new eSIM, the current eSIM stopped working so their was no service, and then we couldn’t get the qr code working. And that’s where things currently stand. 

[Alex_H]

@Peatc02 It is not possible to re-activate a SIM that has been cut off, so if your old phone had been cut off but is now working again, it sounds like the new eSIM that has been activated when speaking to us was one downloaded/installed on the old phone.

If the number is working on the older phone still though, have you tried doing the setup via your EE app? You would login and tap the profile button in the top right, then Settings and permissions, then Replace my SIM/eSIM and select the relevant options and follow the instructions. 

It does require having the number still active though as it will need to send you a PIN via text as part of activating the new SIM.

Alex

[Peatc02 · Accepted solution]

Solution - we weren’t on the WiFi properly - so that’s why it kept buffering! Thanks for your help. 

[Alex_H]

@Peatc02 Great to hear it is now resolved, thanks for coming back to provide an update on the cause and solution

Alex