I have been trying to request an ESim for 2 weeks and being the run around by the shockingly awful support via live chat. Apparently my account has an issue preventing a new eSim from being issued. I have been contacting live chat trying to get something sorted and I think I am at the point now where I am very close to just losing all my patience with this company.
The AI chatbot is utterly useless and genuinely doesn’t solve my problems at all. I haven’t been able to access my previous eSim due to having reset my phone and getting a new handset. The new handset also only takes esim so I can’t just get a replacement physical sim in store/delivered.
I’ve tried on several occasions to request a new esim and even changed the email I asked them to issue it to repeatedly and double checked that it was correct - so I know its not a issue on my end. This is also something that has been confirmed by support agents.
Has anyone else had this same issue and are you feeling fed up of having to deal with the lackluster support via livechat?
Has anyone else had issues receiving a new eSim?
+10Hi
Thank you for reaching out, and we're sorry to hear about the difficulties you've experienced trying to obtain a replacement eSIM.
We completely understand how frustrating this must be, especially after multiple contacts and being unable to get the issue resolved. We appreciate the time you've spent trying to sort this out and apologise for the inconvenience caused.
To speak directly with an advisor via Live Chat:
- Visit the iD Mobile website.
- Open the Live Chat service.
- Select the option that best matches your query.
- When prompted by the Virtual Assistant, type "Advisor" or "Agent".
- Continue selecting the option to speak to an advisor when it becomes available.
- If advisors are available, you will be placed into the queue for a live agent.
Alternatively, you can send us a direct message via our social media channels, where a member of the team will be able to review your account and investigate the issue further.
We appreciate your patience and hope this can be resolved for you as quickly as possible.
Owethu
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