eSim only works with old physical sim also installed

[Martijnsmith]

Google Pixel 7 -

I requested an eSim to transfer to that so i can use the physical Sim slot for my work phone.

Downloaded eSim with no problems and installed ok with the old EE Sim card in the phone.

However whenever i now remove the physical EE Sim card or add a different physical Sim, the EE eSim has disappeared on reboot, and i am not able to re-download the EE eSim again from the app on Wifi, or via QR code scan. 

It seems i can only use the EE eSim with the old EE card Sim which defeats the whole point ?!

[Peter_W]

Good afternoon @Martijnsmith.

Welcome to the EE Community 😊

Based on what you've mentioned here, it sounds like whilst you've downloaded the eSIM to your device, this hasn't actually been activated with your service. 

What option was it you followed to switch to an eSIM, and are you in the UK or overseas at the moment?
Peter

[Martijnsmith]

Hi - i'm in the uk currently - i went through online to select replacement sim and picked eSim - then downloaded once from the app , but i can't download again...

How can i get the first attempt "activated" ?

[Peter_W]

Thanks for confirming that for me @Martijnsmith.

Is there an eSIM downloaded on your device now? 

If there is, please don't share this in public, but can you see a SIM serial number / ICCID?
Peter

[Martijnsmith]

Actually i've realised my eSim has now been removed but i cannot re-download a new one - says "Your download isnt working - our bad try again later or give us a call"  but its been waying that for hours.

if i try QR code method it fails "Can't connect to network - something went wrong with Sim contact EE"

[Peter_W]

Cheers @Martijnsmith, if it's not letting you redownload this via the app / website, then the best option here is going to be to pop into one of our retail stores. 

Provided you have a valid passport or UK driving license, we can do an immediate replacement and activation of a new SIM / eSIM free of charge. 

Peter

[Martijnsmith]

oh no - nothing can be reset online ?!

[Katie_B]

Hi @Martijnsmith. 

If you cant redownload, unfortunately it would be a case of giving us a call or popping by your local EE Store.

Katie