Skip to main content
Question

Esim cannot be activated, port-in status is unknown, THIS IS A DISASTER

  • September 23, 2025
  • 7 replies
  • 46 views
P
New Contributor

After using ID mobile successfully for 1 hour, my phone experienced a factory reset, then i am DISCONNECTED with ID and the customer service cannot give me real solution but kept saying technical support ticket is submitted.

 

  • After requesting for multiple esim profiles, none of them is successfully installed
  • The port-in is scheduled for today, which O2 has confirmed that the number is ported successfully, and when I tried to dial the number it said “number is not recognised”
  • so I cannot use any services from ID, not the number provided by ID, nor the ported in number.

 

Any advise please? I dont wan to being disconnected for 72 hours just waiting for the update from technical team.

 

(More hilariously, after I asked the status of the “tickets”, the customer staff asked me if I want a complaint? Come on, I am here to seek for using my phon number)

    7 replies

    N
    iD Mobile Employee
    Forum|alt.badge.img+22
    • Natalie W
    • iD Mobile Employee
    • September 23, 2025

    Hello ​@port 

     

    Thank you for getting in touch. 

     

    We are very sorry to hear this has happened. 

    Can you please confirm the handset make and model?

     

    If a ticket has been raised, our team will be looking in to this further. 

    There is also the option of trying a physical SIM in the handset to see if this works.

     

    Thanks, 

     

    Natalie 

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    P
    New Contributor
    • port
    • Author
    • New Contributor
    • September 23, 2025

    Hello ​@port 

     

    Thank you for getting in touch. 

     

    We are very sorry to hear this has happened. 

    Can you please confirm the handset make and model?

     

    If a ticket has been raised, our team will be looking in to this further. 

    There is also the option of trying a physical SIM in the handset to see if this works.

     

    Thanks, 

     

    Natalie 

     

    Hello ​@Natalie W 

    I am using iPhone Air, which can only use esim, and this is the only reason I chose to use ID instead of their carriers.

     

    As mentioned, the esim works well at the beginning and turnout unable to activate after reissuing a new issue.

     

    There's also the port in problem, which I presume even changing to physical esim won't help.

     

    The technical team requires up to 72 hrs to response (TBH I even cannot confirm the ETA as one staff said 24-48 while another said 72), which means I can only wait for the response and get another new sim, I've lost connection to my previous port in number, and the new ID number.

    Siân W
    iD Mobile Employee
    Forum|alt.badge.img+19
    • Siân W
    • iD Mobile Employee
    • September 23, 2025

    Hi ​@port  I understand this must be frustrating. If this has already been logged with our technical team, it may be best to wait for an update from them. Or we can check from here if you like? 

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    P
    New Contributor
    • port
    • Author
    • New Contributor
    • September 23, 2025

    Hi ​@port  I understand this must be frustrating. If this has already been logged with our technical team, it may be best to wait for an update from them. Or we can check from here if you like? 

    Hi ​@Siân W 

    Thank you and Natalie’s response.

    You can check anything as long as it can expedite the process to allowing me access my phone number again...

    Tyler C
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler C
    • iD Mobile Employee
    • September 25, 2025

    Hi there ​@port, have you heard back from our technical team regarding this yet please?

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
      P
      New Contributor
      • port
      • Author
      • New Contributor
      • September 25, 2025

      Hi there ​@port, have you heard back from our technical team regarding this yet please?

       

      Thanks,

      Tyler

      Hi Team,

      Yes seems that everything went well after waiting for 2 days.

      Thank you.

        Tyler C
        iD Mobile Employee
        Forum|alt.badge.img+24
        • Tyler C
        • iD Mobile Employee
        • September 26, 2025

        Hi there ​@port, we’re glad to hear!

         

        Thanks,

        Tyler

        Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

        Not the answer you were looking for?


        Create a new topic and ask a question to the iD Community.


        Create a topic
        Perk up! Enjoy epic discounts, offers and savings from big-name brands, with the all-new iD Perks.
        Terms & ConditionsAccessibility statement