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? 

[CharlotteH22]

Upgrade today and rushed my set up and now my SIM card won’t work. I am going in tomorrow to see if anyone in store can help. What did they do in the end? I  need my phone for work purposes and in case school ring me!

[Katie_B]

Hello @CharlotteH22. 

Welcome to the community. 

Are you using the new or old SIM?

Katie

[CharlotteH22]

Hi, 

I was able to go into the EE store and request a new eSIM which then after activation, I was able to get service. This only worked when I removed my physical sim out of my phone.

[Ana_923]

Hi! I'm so glad I've seen this post. I am unfortunately stuck in this exact situation and I am this close to throwing the damn phone out the window..

Upgraded last week, again clicked esim when I shouldnt have done and it's created a myriad of problems. I've been into the store three times still to no avail. They are sending a new sim out tomorrow but I highly doubt it's going to change anything. I envisage going to the store, asking for a tech ticket to be raised. I've had no phone for nearly a week and the situation is stressful isnt it.

I just want it sorted! When you rasied the ticket how did they actually fix it/ keep you updated on what was happening? Any extra info you can provide is appreciated!

[Debbie_G]

Hey @Ana_923 

Thanks for coming to the community.

If you're still experiencing issues tomorrow after receiving your SIM card, please Contact us and our mobile guides will be able to look into this further for you.

Debbie 🙂

[Ana_923]

Hi Debbie,

Still havent received the SIM and now going away for the weekend( without a phone) so thats a week without one unfortunately.

Hopefully once the SIM has been received and if it doesnt work  this can be expedited..

[Rach_H]

Hi @Ana_923,

I'm disappointed to hear that your SIM has not yet arrived. Did you reach out to our team as suggested, to get an update?

Rach

[Ana_923]

Hi Rach,

No not yet because unless it arrives soon I can't do anything with it until Monday anyway but if it hasnt arrived by then I will be ringing the team.

Thanks!