No ESIM email, now no service.

[Dieard]

Received an iPhone15 from Apple today.

i thought id give the eSIM a go so requested to change my physcial sim from my iphone11.

support have tried 4 times to send me the eSIM email but I’m not receiving. They then said it was a technical issue and could only be resolved in a store (there isn’t any near me).

now my physical sim has been blocked so I don’t have service anymore.

anyone else else having this nightmare issue?

I wish I had just stuck with a SIM card.

[mflying]

I got my same issue SOLVED.

If you have requested for a replacement esim for your new phone by Three app or Web portal. And waited for more than 15 mins. But still not received the new esim QR code and comfirmation code.

1. Chat with Three agent online and ask the agent to send the one-time verification code to you your email instead of sending by sms (Becuase your old sim/esim must have been disconnected already).

2. Tell the agent what happened. The the agent must told you to visit a local Three store with your ID and nothing else they can do.

3. Keep the agent connected. and

4. Keep your old esim is on (Even it has no signal) in your old phone and make sure you are connected with Wifi network.

5. With Wifi connected (IMPORTANT). Delete the old esim from the old and wait for 30-60 seconds .

6. Tell the agent that you have just deleted old esim profile and let him create another new order for esim replacement.

7. You should receive another new order confirmation email in seconds.

8. Tell the agent that you are overseas or no Three store close by. And let the agent connect you to the "Complaint Team" (IMPORTANT).

9. Once you connected with the Complaint Team. Explaine what happened from beginning to the end and let him create a complaint case.

10. Ask the complaint team to re-send you the new esim QR code with verification code. 

11. 2 mins later, Boom!  esim profile emails received in your mailbox.

Basicly it is Three interal permission issue. The customer service team can only create order for what you need. But they have no access to generate or issue esim profile which make sense. But the complaint team have access to re-generate esim profile. 

Problem solved. Hope Three can fix this interal SOP bug to help out other customers are having same issue like we come across.

[Truthseeker]

OMG this happened to me and I can't get to a shop either as I am traveling and my physical sim got blocked when I tried to transfer over to my new iPhone bought whilst I was away and then I still can't get my esim on my new handset about 6 months after. What is going on? I just want to be sent a QR code but they can't seem to get it together to do this. I am so over this network- as soon as I get back I am going to change to another one. I have been with them for 15 years and I never had an issue, but this is just the worst service. They have done nothing to resolve this issue. 

[Gigabit]

I can confirm what @Butterfly said which also resolved it for me. Is is disgraceful that if you don't do this Three don't tell you, or email you to let you know. You just get nothing.

[Butterfly]

Possible solution, Please read. 

I had the exact same issue. and i have wrote and official complaint. Customer service was that bad.

But i wanted to come on here to say, after 12 long hours of trying to resolve this over chat with 3 with a blocked SIM, no phone network, no way to contact anyone, sleepless night, i finally got it resolved this morning ( because i had to wake up early to contact them to say no email had arrived). And guess what the issue was? The issue was that the Sim plan should be deleted from your old phone first to receive emails for your new Esim QR code on new Phone.  Once I did this, i got the email in 10 mins. Yester evening i was sent that like 4-5  times from other 4 different  advisors trying to sort this out, only to find out it was this simple to sort? I  luckily got a someone on chat this morning who knew what they were talking about, but i didn't feel grateful to him at this stage, because this should have never got to this stage. There is  BIG BIG GAP in traning support staff and i felt like i was part of a circus.  I have been a customer with 3 for over 15years. And this experience has set me over the edge. they will be using one their most loyal customers because the way i was treated, i am sorry, i don't want to stay with this network for any longer. I will be going once my plan finishes. This says a lot.  i hope this saves someone from the misery i went through from not having network and blocked sim for almot a day! 

[Amelia_jt]

Hey!  I now have the same issue! 

When you say you deleted the Sim from the old phone do you mean you removed it and then requested a new QR code? 

my QR code came through but errored on my new phone. Three telling me to wait 72hours for it to become unstuck before they can do anything. 

I am losing my mind not having access to a mobile. 

thank you 🙂 

[JonathanB]

Hi @Amelia_jt,

I'm really sorry to hear you've been running into this issue. In the case above my understanding is that the user was moving from eSIM to eSIM, and they deleted the old eSIM profile, then once they had done so requested another eSIM which then worked. Hope this helps in your case too.

We'd definitely like to take a closer look, so I'll send you a PM to get you in touch with some colleagues who will do their best to help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Avondale]

@JonathanB 

Do you have the capability to pin this thread onto the start of the Three Community page ?

It strikes me that the excellent post from @Butterfly could be of use to others in the future. 

[JonathanB]

Hi @Dieard,

Is this issue still ongoing? Did you go back to physical SIM, or receive an eSIM in the end?

If you still need help with this please let me know.

Thanks,
Jonathan

[MS011294]

I am in a similar issue. Can you pls help me