eSim Problems

[travelling]

The situation: I'm currently in Canada and don't have any plans to return to the UK anytime soon. I was relying on having my British number here for various reasons and I've managed to mess up the connection with my phone.

I originally installed the eSim on my iPhone 14 Pro when I was in London and then transferred it onto a newer iPhone 14 Pro Max. I just attempted to migrate the sim back to my iPhone 14 Pro and during that process it failed to migrate back and got disabled from the other phone. In essence, it doesn't exist on either phone now.

I tried to reset the devices and order a new one from My EE but it mentions that I need to activate it through a text message. The trouble is I don't have immediate access to any EE store or the phone number itself.

Is there anything I can do to get my number here? I have essentially moved to Canada and am not going to be travelling back to England anytime soon.

Can I have a physical sim sent to a Canadian postal address? Is there an EE store here in Toronto that I can visit with my passport?

Any insight or help would be greatly appreciated

[Katie_B]

Hello @travelling. 

Welcome to the community. 

Unfortunately, we are unable to post EE SIMs abroad.

Did you try to migrate the eSIM by downloading a replacement within your My EE account?

Please bare in mind we do recommend using the EE home network to activate any SIM. 

Katie

[travelling]

I tried downloading a replacement sim but it mentioned it sent a confirmation text to my phone number, which I no longer have access to, so I’m stuck!

[Katie_B]

Thanks for getting back to me @travelling. 

I believe the only way to now get a replacement would be when you are back in the UK. EE are unable to deliver to non UK addresses and replacements can't be activated abroad. 

Katie

[travelling]

Do I need to have my existing number in order to activate it online? Could I have it delivered to my friend back in England and have them activate it for me?

[Katie_B]

Hi @travelling. 

Yes you would. 

If you have someone in the UK this could be a possibility, however, it would require you speaking with our customer care team. 

Katie

[travelling]

Can I request for the customer care team to call me on a Canadian number? I don't have any other way to get in touch with them

[Katie_B]

Hi @travelling. 

Unfortunately, the team are unable to call international numbers. 

Have you tried using our online chat service?

It can be found on this page HERE or by logging in to your My EE account.

Katie