Why is Esim not available for sim-only UPGRADE plans on your website?

I am an existing customer and my old contract has expired a few months ago. Today I went to ID Mobile’s website and looked at the sim-only plans (as I have a separate handset I purchased separately) and found one I liked, 70GB for £10/month and specifically because it was Esim which is what I am after.

I logged in and went to look at Upgrade offers and found the exact same plan (there was only one version of this plan) and when I clicked into it I couldn’t see the Esim option (I tried several times, logging out - could see the ESIM option - logged back in and went to upgrade offers - found the same plan: ESIM option had vanished). I was on the web chat with an agent during this whole process going through all of this and they too couldn’t understand why the Esim wasn’t available when doing a sim-only plan as an upgrade but only visible I am not logged in. 

I took two and half hours on web chat trying to simply upgrade to an Esim-only plan and ended up having to get a physical sim card as recommended by the agent, not what I wanted as neither me nor the agent could see the Esim option when trying to upgrade. I was told by that first agent that they would pass me over to customer services (a second agent) straight after ordering the physical sim for them to transfer it over to an Esim. The agent also (as part of my upgrade) offered me unlimited data on the sim-only plan, and as I am an ID Mobile customer since before 20th June 2023 I would not be under the 30GB fair usage policy when roaming in the 50 countries listed on their website.  

The customer service department (second agent I was passed through to) could not in fact transfer the sim-only order over to an Esim there and then, until the order had completed which he said would take about 24 hours, and I had to wait until I received a text message with an “OTP” code, and would have to wait at least 24 hours! While I was chatting to him I received an email saying my order had completed - he still said I could not change it to an ESIM until I received a text message.  Anyway I have now just received an email saying my order has been shipped! Still no text message.   And there is no mention of the “unlimited data” on my plan that I was promised and it also says I am limited to the 30GB fair usage policy, again which I am exempt from (unless ID change this at some point in the future).

I have been pulling my hair out - I am very technical and tech-savvy and today was not a simple seamless process at all.  The web chat is now closed this evening and a customer services number doesn’t seem to exist so I have to wait until Monday now because I am out all day tomorrow (I had hoped I would get an esim and it would be done fairly quickly - it turns out it would have been quicker to go with another network and wait for a pac code).  

Has anyone else had this same thing happen to them - where you have tried to get an Esim-only as an upgrade and been unable to, told to wait 24 hours, and instead they have shipped out a physical sim and not received the upgrade offer they promised (in my case unlimited data) are not added to your plan? My new plan 70GB is showing up on my app now but the unlimited data is not there. If they can’t resolve this I will have to cancel under the cooling off period and go elsewhere.  Not a happy customer as you can tell.