Hello.

Hello, good evening.

My name's Dan.

I'm one of the tech guides for EE based down in Plymouth and saying it's having some issues with the iPad eSim.

Is it?

Yes, that's right.

Hi there.

Yeah, there's too.

Um, so I can see it looks like there was a, another E sim that looks like it was attempted to have been downloaded today.

And I'm wondering maybe if maybe there might be a duplicate of something along lines or have you have you attempted to delete any eSims today?

I haven't attempted to delete one.

There was an old one.

There was a business package on this tablet and it's expired.

But I foolishly didn't delete that one before I put the new one on and now I don't know which one's which but we could that's fine.

We can we can figure out you can find out in the about section.

Yeah.

Because all of the iPads now I think from 2024, they're all esim only, aren't they now?

Yes, they

Are.

Yeah.

Right.

What's the what model of iPad is it?

Uh,

Is an iPad Pro one section.

That's fine.

As long as I know, as long as I know the rough the rough variant of it, pro is good enough.

Yeah, it's uh iPad Pro.

And is it the other number?

13 inch m41, it says quite new to buy.

Yeah, yeah.

Is it?

And is the the data sim that's on the account, that's the one that you're looking to have on the iPad, right?

Yes, yeah, not the one attached to the number you called me on.

Okay.

There we go right 074. yeah once i get

Into the account i can check the sim history and i should be able to check to see whether it's installed.

deleted or hasn't been downloaded.

But I'd imagine it's probably something to do with that older line that was on there.

Um, zero seven.

So just in terms of getting into the account,

I'm just going to need to go ahead and confirm some security questions.

So the first one, if you could just confirm the first line of address and postcode.

10th Saint Oswald's way S72AA.

Thank you.

And the last question is just the last four digits of your eight digit bank account number linked to the direct debit.

Oh, uh.

Bear with me.

I can't.

Yeah, it's okay.

Sorry about this.

No, you're good.

You're okay.

I think it's 0336.

Thank you.

I'll try that now.

You get free attempts anyway.

Yeah, that's incorrect that was.

Was that the long card number or the account number you gave me?

The account number, but I've got so many.

I don't know.

I've done.

I'm trying another one.

Yeah.

Uh, is it 9858?

Um,

Um, yes.

Yeah.

Thank you.

Perfect.

Sorry I've got several notes.

That's all right.

It's okay.

Right let's check.

okay yeah 225 cool right that's all good right let's check the sim history then and see if something's been deleted.

I'd imagine if it was worth.

working and then it wasn't, it probably has been deleted, but we'll, uh, we'll check.

All right.

Yeah, so there's an eSim that's been downloaded and then hasn't been activated.

And then the, ah, right, Okay, that makes sense.

So the the one, so the actual physical SIM card that you got last month for it, that's actually, that's the one that's actually still active.

So the ethem is there.

But it just needs to be downloaded.

It just needs to be activated.

Okay.

So if you can, when you did this already, did you, did you do the identity checks where you uploaded your idea?

Yes, I did.

Yes.

Amazing.

Right.

You can, you don't have to do this on the iPad.

You can do it from your phone if you already have the app on there, but I just need you to log into the actual app, make sure it's the app and not the website.

This is what I did for now before I do it.

and get the QR code again, should I delete the two similar on the iPad?

So it's not the QR code we need.

So you've done 50% of it already.

So it's been downloaded.

We just need to activate it.

Bear with me then.

Yeah, you're all good.

I'm opening the app on my phone.

Right, I'm in and I go to manage.

Um, so you're going to press the, um, that you're going to press the profile head and shoulders icon at the top right, if you're on,

The home page and then go into settings and permissions.

Let's find it.

Yeah.

I mean, and then so

That you're in managed settings now, are you or settings and permissions?

Yeah, managed settings now.

Yeah, and

Sort of make sure you select the iPad number, which is 074.

Yeah,

077 Yeah, I've got it.

Yeah.

And then go ahead

And tap on sim slash esim.

Yeah.

And then is there an option for activate?

Yeah, there is.

Yeah.

Yeah.

Just tap on that.

and we'll see how far we get.

Okay, I press confirm I didn't.

He wants to confirm me again, but I think that's.

Yeah, so it's not the ID check, this one is just going to be a scanner if you face.

No problem.

I'm just putting the light.

on as well because it's quite dark.

Yeah, it's gonna start getting really dark in it when the clocks go, the clocks go bad.

I always get confused.

Clocks are gonna go.

The clocks are going to go forward, aren't they?

No, back.

I can never work it out, but I know.

No, I can't.

But it's going to get dark, isn't it?

So it's going to, it's going to go, it's going to get dark earlier, then the clocks are going to go back, aren't they?

If you're, in Plymouth, that means it must be a lot darker than it is here in Yorkshire.

Is it?

Oh, yeah, I suppose that makes sense.

So that made a lot more sense to me when the that eclipse was that supposed to be a thing where it was not an eclipse at all for us, where that was back in.

It wasn't for us really either, we barely noticed.

It's just like you got 12.

My brother lives in Hastings and I know it's always must be sort of on your latitude.

Oh, yes, yes.

isn't it?

Then it is here, yeah.

Okay, I've activated it.

So it was just, I hadn't activated it probably, you think?

Yeah, just to make sure it goes through correctly.

Can I just get you to turn the iPad completely off for me, just while to activate.

Yeah, hold

On a second.

High price shutting down.

Thank you.

And then once that's turned off, um, and then yeah, once that's

Stand off let me know and I'm just going to check to see if it's been activated.

Okay I think it's off now.

Cool.

Right let's check the service order for that.

Yeah, that's just in progress now.

Won't be long.

Okay.

It was my fault then I only did half the job, but I thought it was.

I mean, it wasn't that clear because they said you're all done now or something.

It's just what I'm

Gonna say from, I mean, from, I mean, I go for these quite often.

I've not done it myself in about four years.

I did it.

I did it when it was the really hard way when it never, it never used to give you any information, which is the reason why I did it when I first joined EE.

So what should happen is that when you, if it's the QR code bit that you did, if you did it from another phone, what it should have then done after you scan the QR code, it should have then progressed to over onto the next page, I think.

I don't think you'd, I mean, maybe I was.

It wouldn't be paying half attention, but I think it's.

You're, you're all set now or something like that.

I've got it.

I expected it to.

Yeah, you can switch your back on whenever you're ready.

Right,

It's on the way.

Yeah, I think that's another idea.

With the, no, no, it's not

Important, was it?

You're going to say, your idea?

I was going to say if I was to put in another phone and convert it to an eSIM and then transfer it, but that was.

Oh, okay.

Yeah, that's a good point.

I mean, if you, so I know that if you, with a phone, yeah, if you've got the same phone, Sorry, yeah, if you put the similar phone, you have the option to convert.

I'm not sure if you have that option between iPads.

I'm not sure if it's that too.

If you've got an iPhone, you can put in an iPhone, convert it in the iPhone and then, and then then transfer.

You were going to say about the clocks?

Yeah, I mean, usually I mean here when, I mean, at the moment, I think it gets, it gets darker about, I think, I mean, about a month, well, I don't actually, no, I'm facing off now.

When I, I bought my, I bought an electric bike back in August, the start of August, and then I used to ride, I used to finish work at 8:00 and I used to ride home and it used to, by the time I got,

Home at like 8:30, it was still light.

And that's back in August.

Now, I, about a month later, I then tried it.

And then by about like seven, about about 7:15, it then starts to get dark.

And then within like a matter of, like 20 minutes, you'll be looking outside your window and it would just be absolutely pitch pitch black.

Like, I think yeah,

That goes show the difference then because here in August, it's light till about 1110 or 11 at night.

And I'm looking out the window.

Yeah, and I'm looking out the window now and it's, uh, it's like I can

See, is it?

I mean, it's, yeah, I know, I mean, I know when, but when it was summer, like, because there's a street light right outside my house and it shines into our back garden.

And you can see that it's, it used to, I think at 20 to 10 is when the street lights used to come on during like during like peak.

They're not on here yet.

They're not in here yet, so we're still not.

I know, if we have a video call my brother and he's on the beach or something walking his dog and it's pitch black or it's getting there.

And here, still, we can still be in the park in the sun.

Literally in the sun.

Uh, well, I've got good news for you.

It's working.

Something as simple as that, yeah.

Amazing, lovely stuff.

I'm sorry that wasn't clear.

No, no, no, no, not at all.

Thank you very much for your help.

Yeah, no worries.

Thanks for your time.

Bye.

All right then.

Thanks.

Bye.