Tell the bot you want to speak with a person.

I did and then it tried to go through all the questions it had asked me previously - have you tried switching phone off and on etc. Said it needed to do this before putting me through to an advisor again. Then I got cut off while answering the questions! And also it didn’t understand when I said it’s an eSIM so I can’t try the sim in another phone - kept going round and round with this question asking me to rephrase my answer…

Hi ​@Pollerina 

Thank you for your message, and I’m very sorry for the frustration this has caused.

I understand that you received confirmation that your switch was complete; however, your service is still only working over Wi-Fi. I appreciate you taking the time to try the troubleshooting steps already and apologise that your live chat was disconnected I know how frustrating that can be.

Please use the following link to check the coverage in your area:
https://www.idmobile.co.uk/help-and-advice/coverage
or try to reinsert your SIM, or try your SIM in another phone. This will determine whether the issue is with the handset or with the SIM card itself.

If the issue persists, please try the following steps for iPhone:
iPhone (iOS) – Reset Network Settings
Go to Settings → General.
Tap Transfer or Reset iPhone.
Tap Reset.
Select Reset Network Settings.
Confirm the reset when prompted.
Once complete, return to the home screen and restart your iPhone.
 Samsung – Network Settings
From the Home screen, swipe up to access Apps.
Go to Settings → Connections → Mobile Networks.
Tap Network Opera that yours.
Turn Select Automatically on or off.

Network settings for Samsung:
Go to Settings
Tap General management
Select Reset
Choose Reset network settings
Confirm by tapping Reset settings

If the issue persists, please send us private message to look into this.

Thank you,
Zandile

Thanks Zandile. I had already tried all of the above, apart from taking out the sim and reinserting as it’s an eSIM. Eventually got on to an advisor again via livechat, who told me to go to Curry’s and get a physical SIM.
 

Once there, all they needed to do was delete the eSIM from my previous network - it appears the phone was trying to connect to both eSIMs at the same time. 

Hi ​@Pollerina ,

Thank you for the update and for letting us know how this was resolved. I’m glad to hear that switching to a physical SIM and removing the old eSIM sorted out the issue!

If you experience any further problems or need assistance in the future, please don’t hesitate to get in touch.

Lamiya

To clarify - they didn’t need to replace my eSIM with a physical SIM. They simply deleted my old eSIM in my phone settings.