Have you successfully installed and activated the eSIMS on both devices? You need an active data or Wi-Fi connection to activate an eSIM. If so, what signal strength are you getting on your device?

Did all that, and downloaded eSIMS twice, reset systems twice, activated twice, contacted apple who confirmed through diagnostics it was not the hardware or software.

Confirmed with 3 that it was NOT their network, as stated by the first chat.

Are you here just to rant or do you actually want some help?

WelshPaul. It’s not a rant it was facts, irrefutable facts.
 

If you are unfortunate enough to contract 2 cancers, leaky aortic heart valve and then ten days lost most of your sight and had to rely on a mobile phone for hospital appointments then I’m sure you would not be best pleased at what I encountered yesterday, where there was complete indifference to my situation.

I have since been told my complaint has been escalated, and had some reassuring emails.

The problem was although the eSIM was said to be self activating, it didn’t. Not on my phone or my wife’s phone.

Several hours of lost time struggling mainly on my Mac with the ability for taking speech commands and increased text sizes, I managed to resolve it, but which again proved the initial suggestion it was Apple’s hardware and the 3 network faults proved totally untrue.

Multiple resets of both network settings, and all settings, multiple deletions of eSIMs, and then replacement eSIM’s, and additional activation finally meant the phone was working again.

There appears to have been a fault in IDs eSIM activation process and not having a mobile number operational I couldn’t even reset certain settings, where trying to log in via a mobile meant I could not see the keys clear enough.

Although still seem to have a problem when Wi-Fi calling is switched on, as it often prevents any calls being made or received.

I noted from various correspondents that they had experienced problems with ID eSIMS.

Thank you for your concern though

 

Hi there ​@DisgustingID, we’re very sorry to hear about this. Due to the issues mentioned, I’d recommend calling our vulnerable customers phone-line on 0800 049 2376.

https://www.idmobile.co.uk/legal/accessibility

Thanks,

Tyler

I did, and the result was just flabbergasting!!

After 5 calls on average 40 minutes per call, 3 chat transcripts with humans, I had a call from someone in customer services, who diligently went through settings and was themselves very disconcerted with the treatment I’d received from ID, asking me to call back in 2 days, which I intended to do.

However on the morning of my calling back both my wife and myself received a letter which left us both amazed and further disgusted at the obfuscation that appears to be from ID.

In the letter it said it could not progress the complaint about wi fi calling (when that was not the substantive issue anyway), as it didn’t have enough information, but where clearly no one had bothered to look up the recorded calls, or the transcripts, which showed we’d investigated every possible setting, had Apple involved in diagnostics confirming it wasn’t hardware, and even got 3 network involved confirming there was `NO work in our area.

So I phoned customer services but sadly couldn’t speak to the caring woman who worked so hard to get our phones working properly, and who really did empathise with the situation we encountered. Instead we got a young man clearly reading off an ID mobile script, including making exactly the same comments about hardware, 3 network failures, none of which were true, and which had already been ruled out with both 3 and Apple.

He just reiterated they could not process the complaint as insufficient information, to which I reminded him of the 5 long phone calls all recorded, and the 3 transcripts from humans on the chatbot, which went over his head and he completely ignored.

I then asked what specific information he required, and he mentioned my Internet speed, which again is over 370Gbps, and my wi fi speeds, which are a very good 1Gbps, with a 2.4Gbps channel working fine.

He then ignored that, said he would arrange for me to close the account? When that is not the way to solve problems, by obfuscation and red herrings introduced from a cheat sheet, as the comments were EXACTLY the same as the original chatbot human replies, and which had been covered multiple times.

I sent off more screen shots yesterday, and the sad thing is I originally emailed the CEO without even a reply, when I was in such a dire situation. Yesterday I copied him in to the documents email, but it would appear customer services in the main rely on a pre printed sheet, with some queries knowingly untrue, such as the hardware/3 network claims.

Hey there ​@DisgustingID, sorry to hear this. 

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link:

https://community.idmobile.co.uk/inbox/overview

Please note, this isn’t an instant messaging service, and we’ll get back to you ASAP, and cannot promise a response time-frame at any stage. Please contact our live-chat if you require instantaneous responses.

Thanks,

Tyler