iPhone 14 plus no service (sim/e-sim issue)

[jenjenniferjen]

I recently upgraded to the iPhone 14 plus, upon transferring my details to the new phone I was prompted to use E-sim, I selected yes (which I’ve since been told I shouldn’t have done) as I thought this was just the way Apple did it now, but since then I have had nothing but problems. 

My sim immediately stopped working on my old phone as well as the new phone - It’s almost been a week and I still have no signal - I have been to the store 3 times and online chat 3 times but I’m going around in circles and no one can fix it.

For context, they were unable to generate a replacement sim from store, so they called head office who sent one out. The replacement sim has arrived and its still not working, the EE online chat keep fobbing me off saying it will activate but it never does! 

I have restarted, rebooted, erased everything and reuploaded it all again. Tuned aeroplane mode on and off, left a sacrifice for the gods, what more do I need to do to be able to use my new phone?

I’m seriously considering returning the phone and taking out a new contract elsewhere - but I was wondering if anyone else had a workaround because I surely can’t have been the only customer to have experienced this? 

[mbdrake76]

Have you tried downloading the EE app to the new phone (obviously when the phone is on Wi-Fi) and going to Settings (see the top right corner where the person icon is, click that and you'll be taken into another menu where the second option is Settings and Permissions) and then Activate my SIM/eSIM - follow the instructions.  Or if that fails, you might want to look at the Replace my SIM option.

[jenjenniferjen]

Hey, yes I have tried that but there is no option for the sim in settings, only device(see screenshot below) 

I’ve also been sent a replacement sim in the post which was arranged between the store and head office and is not working either

[mbdrake76]

The "Please try again later" suggests it could actually be an account problem.  I'm afraid it's going to be another call to 150/online chat/trip to the EE store 😞

[jenjenniferjen]

Update: 

Still no working phone, no one can fix it. EE customer service keep saying they’ll activate the sim and I just have to wait until the next day but they never do. They still can’t activate it from store. 

Next option is to try to organise a replacement ESim rather than a physical one but I’m not feeling very hopeful about that either. 

1 week since upgrade and I’m paying a £68 contract for a phone I can’t use. 

[James_B]

Hi @jenjenniferjen,

Have you spoken to our Technical Support Team on 150?

James

[jenjenniferjen]

Yes, I called 150 yesterday from the Runcorn store yesterday as I do not have a landline at home. They said the sim will be activated by 6.18pm tonight but I’ve been told this on multiple occasions by several memebers of the EE team and the sim never activates.

[James_B]

Hi @jenjenniferjen,

Don't hesitate to get back in touch if your SIM isn't activated today.

Thanks

James

[jenjenniferjen]

Hi James,

It’s still not working 

Anything you can do to help? Im stuck in a loop of nothing getting fixed and I don’t know what to do next. 

thanks 

[James_B]

Hi @jenjenniferjen,

Do you have an alternative contact number our Customer Care Team could contact you on? If you don't, please start a live chat from our contact us page.

Thanks

James