topic eSIM - are they here or are they not? in Account and services

eSIM - are they here or are they not?

isn2011 — Tue, 31 Jan 2023 11:26:49 GMT

So some of you may know Three launched new plans yesterday and along with them finally came the ability to choose eSIM and with great joy I headed over to the SIM replacement page to be told for an eSIM to contact customer service - so that's what I have done to be told nope eSIMs aren't yet available and are only available on Apple Watches so please can someone tell me firstly if they had any joy getting an eSIM since 30th Jan and secondly if this information is correct?

Re: eSIM - are they here or are they not?

Clever-Trevor — Tue, 31 Jan 2023 12:36:21 GMT

I cannot see any details of esim options ( for existing customers / is only an option with a new phone order! ) at three website or in the three app - like you - hopefully some news soon for existing loyal customers !!!!....

Re: eSIM - are they here or are they not?

vg0 — Tue, 31 Jan 2023 12:47:32 GMT

Spoke to 3 people today, 2 on live chat, 1 on phone, all said its not yet available and launching later 2023.

One of them told me to go to a store to pick up an esim, not sure about that as the website says its not available in store.

Re: eSIM - are they here or are they not?

JonathanB — Wed, 01 Feb 2023 12:33:18 GMT

Hi @isn2011,

We've now launched eSIMs for compatible handsets and tablets, as well as SIMO plans, but these are currently only available to Pay Monthly customers on our new Three Your Way plans. Existing customers will have the opportunity to get an eSIM when we roll this out across our other plans, later this year.

Jonathan

Re: eSIM - are they here or are they not?

isn2011 — Thu, 02 Feb 2023 19:20:26 GMT

Hi Jonathan,

Thanks for clearing that up - hopefully it won't be too much longer now before eSIMs arrive for the rest of us then!

Thanks

Re: eSIM - are they here or are they not?

Peter_L — Fri, 03 Feb 2023 10:16:13 GMT

The loyal customers should be the first onces to get eSIM and not the new once. Loyal customers were waiting for eSIM years so this is an absolute joke that we have to wait for this even longer!

Re: eSIM - are they here or are they not?

JonathanB — Fri, 03 Feb 2023 11:09:30 GMT

Hi @Peter_L,

Our Three Your Way plans work on a brand new platform that future proofs choice and flexibility for all customers. This new technology, at present is not compatible with our existing handset and SIM plans. However, we're working hard to move all existing customers to these plans during the course of this year.

Jonathan

Re: eSIM - are they here or are they not?

Peter_L — Fri, 03 Feb 2023 13:23:49 GMT

Hi JonathanB, I appreciate your response and help. I still don’t think that that’s fair to old customers but it is only my opinion.

How is this migration to new Three Your Way plans (for old customers) going to work? Is Three going to do this without us noticing anything or will we have to migrate to new Three Your Way plans? Thank you.

Re: eSIM - are they here or are they not?

Anonymous — Fri, 03 Feb 2023 19:34:19 GMT

@JonathanB what does that mean for customers at the end of their minimum term? My line is up in April, as an existing customer if I 'upgrade' or recontract will I be moved to the new system? If I take no action how long is 'later' this year? eSIM was supposed to be launched quite some time ago, throughout the past 2 years we've heard 'coming soon' or 'later this year'

It's a poor option but as I understand it a user can contract to a new line that will be on the new system which will give them an eSIM, request a PAC on the new line, and 'port' the number over as long as they're at the end of their minimum term.

Re: eSIM - are they here or are they not?

Peter_L — Fri, 03 Feb 2023 21:13:10 GMT

So the customers who are just at the beginning of their two year contracts will have to wait 24 months to get eSIM? Until the end of their contracts? I hope this won’t be the case! 😮

Re: eSIM - are they here or are they not?

Anonymous — Fri, 03 Feb 2023 22:15:04 GMT

I think @JonathanB has mentioned they’re going to migrate users from old to new billing platforms ‘later this year’ all things being well.

I’m a little cynical as we’ve been expected eSIM for a really long time and it’s not really materialised.

When I spoke to CS they told me anywhere from a few days to a few weeks which obviously isn’t that case.

My suggestion is a workaround for customers who’re at the end of their contracts rather than those just starting out, might need to wait for Three to move you over.

New app is much nicer than the old one, it’s much more user friendly. It looks like if you have more than one line you can have all them on the same login.

Re: eSIM - are they here or are they not?

isn2011 — Sat, 04 Feb 2023 11:25:18 GMT

So just want to clear something up like everyone else, when you say move all existing customers to these plans does that mean contract changes. The only reason I ask is for example right now I pay £10 a month for unlimited everything - if I was to move to an equivalent plan on the new plans I’d have to pay £24 a month and if that is the case I’d be leaving. Hopefully not the case and just a move to a new billing platform - my upgrade date for example isn’t until august time but either way if quite like to stay where I am

Re: eSIM - are they here or are they not?

JonathanB — Wed, 08 Feb 2023 16:09:41 GMT

Hey @Anonymous,

Sorry for the delay on replying, yes if you arrange your upgrade that'll move you to Three Your Way. This'll include the option to switch to eSIM once we've got you moved over to the new plan.

You could speak to the team about early upgrade fees if you like, but you'll be eligible for upgrade with no fees in the last 38 days of the minimum term, so it may be worth waiting a few weeks.

Thanks,
JonathanB

Re: eSIM - are they here or are they not?

philipblair — Mon, 17 Apr 2023 22:53:12 GMT

Three UK’s treatment of existing customers in regard to esims is absolutely unacceptable and deplorable. I’ve been with Three for years, probably 15+ years and having just recently renewed my contract for 24 months as I believed esims were coming to customers very soon only to be let down by Three UK once again. I am disgusted with the despicable manner in which Three UK are behaving towards loyal customers. If I could end my contract now I definitely would be doing so as it is I am stuck with the crappy treatment that Three dish out to customers.

Re: eSIM - are they here or are they not?

Anonymous — Tue, 18 Apr 2023 08:58:00 GMT

Did you tell the person at point of renewal you wanted an eSIM rather than a physical one? At point of renewal they could have opened a new line for you on the new system and ported your number over to that line, the only downside would be that you require a new credit check as it’s be a brand new contract.

Customers are being migrated over this year by billing date so there’s not that long to wait.