eSIM - are they here or are they not?

[isn2011]

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?

[philipblair]

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. 

[garetc]

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. 

[JonathanB · Accepted solution]

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

[isn2011]

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

[Peter_L]

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! 

[JonathanB]

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

[isn2011]

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 

[garetc]

@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.

[JonathanB]

Hey @garetc,

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