Folks, looking a bit of advice here if possible please.
Background, over the holidays I broke my phone, well I cracked a lot of the screen and it only partially worked, but certainly needed replaced. The phone used one physical SIM (from another provider in another country for work; that provider does not have eSIMs), as well as my Three UK eSIM. My replacement handset is the same, one physical SIM slot and one eSIM slot.
I contacted customer support yesterday morning, and was provided with a list of steps on how to request a transfer of my eSIM to my new device. Essentially I was told this would have to be requested as a new eSIM. I carried out the steps as provided, and it seemed to go through as expected, having received a text stating "We've received your request for an eSIM, and we're getting everything set up for you. We'll let you know when it's ready to download."
Seemed all was going as planned, but I was never notified of when it would be ready for download, and my service was shut off two hours later.
I contacted support who essentially told me they had no authority to do anything other than offer me a physical SIM even though I said this was not possible, and that I specifically chose an eSIM for this reason. They wouldn't even discuss the eSIM with me due to "the potential for fraud" and advised that I would be required to visit my nearest Three store should I want to proceed with an eSIM. My nearest Three store is over 40 miles away and would require at least a 3 hour round trip. I didn't need to visit a Three store the first time I got an eSIM.
Unhappy with this, I asked for an escalation. I was certainly told lies at this point as I was asked (or accused) as to why I tried to apply for an eSIM without "seeking advice", to which I had to point out that I followed steps provided by an advisor. I was also then told that I selected a store pickup option for my eSIM. I questioned how there was even a store pickup option for an eSIM being a digital product, and there was no option for pickup or selecting a store. The complaint handler quickly dropped that accusation when I pressed them on what store I seemingly selected for the pickup (there wasn't one). They continued to advise that a physical SIM was the only way forward, and when I said no, they suggested a physical PAYG SIM instead. Incredible. I still said no, stating I needed that eSIM. They advised that they cannot resend the email that never arrived with the eSIM details, they advised they cannot order me a new eSIM, and finally advised that they cannot reinstate my old eSIM. I cannot place the order myself for a new SIM as it requires a OTP via text message, but as mentioned above they have disconnected my line.
I have raised the case to the Ombudsman, as someone has forgotten to send me the email with the new SIM details and as a result they have disconnected me and left me without service.
However, I write here today hopeful of an alternative solution, as I don't fancy waiting 4 months for an Ombudsman review and being offline for that amount of time. I am off work tomorrow (NYD) but of course the nearest Three store to me is closed. It will be at least 3 weeks before I can get to it given how far away it is to me.
Does anyone know of anything I can do to get my service up and running again?
Many thanks.
