If you see ‘Primary’ as the line, then you have more than one SIM/eSIM installed on your device. Do you pay for and use two separate mobile phone plans?

Hi,

no, just got the eSIM, no SIM card at all

Also, I’ve just erased everything from my old phone, if that makes a difference?

Are you using an iPhone?

Yes, iPhone 15

Then you definitely have more than one eSIM (or an eSIM and physical SIM) installed. The option to choose the primary line is only available when multiple eSIM’s/SIM’s are installed.

Settings > Mobile Service

Post a screenshot of the above menu option

Yea, you have two eSIM’s installed. SIM 1 has no service, SIM 2 has full bars of signal.

Turn off the eSIM marked as ‘Primary’ and see if you still have full signal displayed in the top right corner of the screen. If you do, delete the primary eSIM!

I have this now 

3 bars , can’t send screenshot 🤷🏼‍♀️

You need to delete that old deactivated eSIM and configure your phone correctly.

If I delete the old eSIM, will it automatically configure correctly?

thanks 

Yes, but I recommend that you reboot the device after deleting the old eSIM.

» Make sure you delete the old eSIM and not your active iD Mobile eSIM.

I recommend that you configure your iPhone as shown above as you need to check that you still get a mobile signal. If you do, then the eSIM configured as ‘Primary’ is indeed the old eSIM and it is this eSIM that needs to be deleted.

I’ve deleted & everything seems good so far, I can text & ring out 😊

thankyou so much 👍🏼

You’re welcome! 👍

Hey there ​@Vanessa66, we’re glad to see that ​@WelshPaul’s expert advice was able to help! Thank you ​@WelshPaul.

Please let us know if any further questions.

Thanks,

Tyler