It's 2023 and no esim...

[0123456789]

hi guys, it's being some years now since the esim technology was been released and it's becoming popuplar for any other big provider around the world, however looks like Three is running behind, and so behind I would say.

Like everybody else, I would like to know when the esim will be available in the UK?
please, do not reply saying it will be in 2023 because, we need the date. The release date is being pushed since 2021.

it's so disappointed.... 😞

[philipblair]

I have his morning lodged a complaint with the Ombudsman Service in relation to Three’s failure to deliver esims to phone users and also their failure to comply with the timelines that Three UK have set themselves to deliver esims and which they have failed to deliver on. 
I am asking the Ombudsman Service to force Three UK to release customers from their contracts as they (Three UK) are in fact in breach of contract by having failed to keep to their undertakings to deliver esims to mobile phone users. 
I will update once I have any further information and I would encourage everyone on this chat thread to consider complaining to the Ombudsman Service and to hold Three UK accountable to their customer base. 

[LJH]

I'd be interested to hear how you get on with the ombudsman. Three have become a shambles with this and their support is beyond useless. 

I have a Samsung Galaxy watch 5 and have been given the run around (badly) by them for a very long time now.

Every time I contact support they do not understand what I am trying to do (add smartwatch pairing to my contract) and ask the most ridiculous questions I have ever heard in my life. 

When I answer them, they don't seem to understand and ask if I need a physical sim for my watch. 

Eventually, often after an hour of endless nonsense they concede that what I am asking for is possible but then the other excuses come out. 

The product is only available to customers with a three your way plan. When questioned further they state this is because these contracts are running on their new platform and my account is on their old platform. Esims and smartwatch pairing are only available to new customers and old customers are stuffed.

Further pressing after months of conversations with support, revealed that they would migrate my account to the new system, I would be contacted to let me know this had been done, and I would then be able to add the smartwatch pairing add on to my account. This migration would be complete by the end of the month.

Obviously I was never contacted and at the start of each month I have contacted them and gone through the same rigmarole for over an hour before they understand what I mean when I ask if my account had been migrated to the new platform, however not to worry because it would be done by the end of the month. 

After several months, and literally days of wasted time speaking with support and being cut off mid conversation, I called a couple of days ago to do it all again. 45 minutes in, I was told my account was on the new platform so there would be no problem and I could just log in to my account and add the pairing add on. 

Another 20 minutes and they seemed to understand me saying that it was not possible as it was not there as option, however they did have good news for me (the same good news they always have for me) that as a valued and loyal customer they could offer me great deals on additional handsets and contracts for friends and family. Awesome. The only provider in the country that appears to be this useless but is still somehow convinced customers want more contracts and handsets every time we contact them.

After finally understanding that I could not add the pairing option to my account as it was not there as an option, they sent me a helpful link to the three website to explain what a smartwatch was. When I told them that was useless, I was sent another one explaining what smartwatch pairing was. 

Again, I explained that was also useless, and was sent a link to buy smartwatches from three with a pairing add on. 

I don't need another watch but there was a link on that page that said if you already had a watch, handset and contract with three you could purchase the add on. I clicked on the link and it just took me back to the store to buy a new smartwatch. 

I questioned support again and was told it must be because my watch is too old and incompatible, which it is not. I pushed back and was told my watch must need a physical sim. 

Again I informed them that this was nonsense and was told my phone was now incompatible.

After another push back, I was told the problem was now because the watch was not compatible with my phone or the LTE network and that esims and LTE lines/data could not be added to my particular watch. 

I had been informed of this a month ago and as a test, took out a monthly contract with Lycamobile. I received a physical sim in couple of days, inserted into the phone, logged into my account and added an esim and pairing for £1 per month. I was sent a QR code, scanned it with the Galaxy Wear app, and in a few minutes had a working esim on the watch. 

I cancelled the Lyca contract the next day as I had proved my point. 

If other providers can make it this simple, why is Three making it impossible? Why are the support staff lying to us and so absolutely clueless and unknowledgable? 

Why can I not add the smartwatch pairing option to my contract now that I am allegedly on their new platform?

I have previously asked support if I can cancel my contract as I feel as though I have been missold this now as they will not or cannot add my smartwatch. I have been told that this is not possible and I would have to buy my way out. 

I have asked if my contract can be cancelled and replaced with a three your way plan of equal length (24 months) if that is the answer to getting the pairing setup.

I was told that was also impossible as I am an existing and not a new customer. 

This just goes round in circles and gets nowhere. 

Three, what the hell is wrong with you? What is going on?

Just release us from our contracts so we can use any of the other providers who can deliver this as you obviously cannot. 

[ErringC]

This is an important thing for a number of people, me included.  I hope Threewill migrate us quickly !

[Speedbird121]

I posted something similar a few weeks ago and yes the reply given by Three was to the effect we are working on it and will have an update “ soon”. I contacted customer service who repeated the Company line- “soon” and when they knew more it would be posted on this forum. Don’t hold your breath. This was the case in 2021 and repeated again 2022. I like many people would like an honest update but as I said not holding my breath. 

[garetc]

eSIM has launched for new customers who will be on Three's new platform. Unfortunately existing customers cannot request eSIMs as we're on the old platform.

One of the mods posted on here that existing customers will be migrated to the new platform this year and once that happens we'll be able to request them.

Bit disappointing tbh.

[Maxwell]

The same information I got shame three don't look after there loyal customers just upgraded on the 18th January but the new system is for customers after the 30th .

[Fshuk1]

Yes badly need this