topic Re: Beware eSim nightmare ! in Network

Beware eSim nightmare !

Clever-Trevor — Thu, 28 Sep 2023 19:01:55 GMT

Be aware,

I was on a support call with Three about my Apple Watch issue & the support person said an eSim will fix it - and before we had finished the conversation - I received an email with eSim ( which was not requested & did not / would not fix my issue )

However, so far no harm I thought - I was wrong!

While still on with support - they realised an eSim would not work - but suddenly connection dropped & ‘No Service’ on my Three line & no internet….

As apparently - when they issue an eSim it removes ( blocks) the physical sim ‘Immediately’ ! ( rather than wait for an installation )… - as you might not want to activate it immediately

Anyways - when I go back to support - they cannot txt me a code to confirm identity because sim now locked!

And - when I finally do get back to them - they same cannot reactivate old SIM - I must either visit a store or 1-3 days by post ( or activate the eSim ! - )

What is frustrating - is - waited ‘years’ for eSim on Three & now they activate it before agreeing - but moreover - if I have my old physical SIM, they block it & cannot be re-activated ( only via a new sim )……

Why can they not have make it more seem less - like - scan the QR code & eSim activates etc….

Hell- what a day….

Re: Beware eSim nightmare !

Anonymous — Fri, 29 Sep 2023 19:49:51 GMT

OMG This is absolutely to a tee the self same thing in the same order that happened to me about a month ago!

You have my unfailing sympathy.

Re: Beware eSim nightmare !

Dieard — Fri, 29 Sep 2023 21:47:04 GMT

Hi, have you solved this? I’m having similar issue.

im not receiving the eSIM email but they have blocked my SIM card now too.

Re: Beware eSim nightmare !

Clever-Trevor — Sat, 30 Sep 2023 18:03:54 GMT

Hi,

Nope!

They cannot seem to fix it….

They fobbed me off saying takes 72 hrs! ….. ( so about another 24hr to go… )

Is odd that they send new Physical SIM & arrived next day - had email saying its been setup & all I need do is insert in phone to activate it - but ! - that did not work….

So I remain stuck with new Physical SIM - with ‘No Service’

Whats infuriating is they made mistake with emailing me an eSim which activated ‘immediately’ - but cannot fix activating a physical sim….

So I remain very unhappy

Re: Beware eSim nightmare !

JonathanB — Mon, 02 Oct 2023 15:49:35 GMT

HI @Clever-Trevor,

I've sent you a PM just now to refer you onto a team that can take a closer look and get this escalated if it's still ongoing.

Thanks,
Jonathan

Re: Beware eSim nightmare !

DarrenH — Tue, 21 May 2024 11:14:00 GMT

Seems like Three still haven't resolved their esim issues. I requested one three weeks ago and still waiting. Every time I just get told its been escalated and to give it a little longer.

It's really not good enough.

Re: Beware eSim nightmare !

Anonymous — Tue, 21 May 2024 11:20:13 GMT

THREE WEEKS ! You should’ve received the email containing the eSIM within three minutes. Have you thought about raising a complaint?