eSim not working

[Aniyan]

eSim not working

[bristolian]

Can you give some more details on your query? "eSIM not working" isn't much to go on.

[Aniyan]

Dear EE Customer Support,

I am writing to raise a formal complaint regarding an issue with my mobile service.

I recently requested to replace my physical SIM with an eSIM for my iPhone X. EE sent me a replacement eSIM, which I followed instructions to activate. However, following activation, neither the new eSIM nor my old physical SIM are working—leaving me with no mobile service at all.

This has caused significant inconvenience, as I am now unable to make or receive calls, send texts, or use mobile data. I expected a smooth transition, but instead I am left completely disconnected.

I request that this matter be resolved urgently. Please do the following:
• Confirm whether the eSIM was correctly activated on your system
• Re-provision or replace the eSIM if necessary
• Alternatively, re-activate my physical SIM if that is faster

Please contact me immediately to resolve this issue. I expect compensation for the disruption caused if this is not resolved promptly.

I look forward to your urgent response

Sent from my iPhone

[Aniyan]

Dear EE Customer Support,

I am writing to raise a formal complaint regarding an issue with my mobile service.

I recently requested to replace my physical SIM with an eSIM for my iPhone X. EE sent me a replacement eSIM, which I followed instructions to activate. However, following activation, neither the new eSIM nor my old physical SIM are working—leaving me with no mobile service at all.

This has caused significant inconvenience, as I am now unable to make or receive calls, send texts, or use mobile data. I expected a smooth transition, but instead I am left completely disconnected.

I request that this matter be resolved urgently. Please do the following:

• Confirm whether the eSIM was correctly activated on your system

• Re-provision or replace the eSIM if necessary

• Alternatively, re-activate my physical SIM if that is faster

Please contact me immediately to resolve this issue. I expect compensation for the disruption caused if this is not resolved promptly.

I look forward to your urgent response

[bristolian · Accepted solution]

This is a public internet forum, it's not a direct means to contact EE-CS nor part of any formal complaints route.

There can only be one SIM active on a given number at a given time, so any attempt to change SIM will naturally cancel an existing one. Lack of any active SIM will naturally cause a loss of service.

Once an existing SIM has been disconnected, it can very rarely be reactivated. The quickest way for this to be resolved will be for you to visit an EE retail store with photo-ID, they can provide a replacement physical SIM immediately. If you still want to swap to an eSIM, you can then do that separately & independently.

Otherwise if you contact EE-CS from another phone, they can supply a replacement physical SIM by second-class post.

EE-CS have access to your individual account and can advise further, they are on 07953 966150.