Hi ​@JennyLR,

Thanks for getting in touch.

The old eSIM should have been deactivated automatically once the replacement eSIM was activated. If it still appears to be working after around 30 minutes, we'd recommend contacting our Customer Service team via Live Chat so they can check that the replacement has completed correctly.

You can contact them here: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team

Hi thank you. I have tried live chat and phoning but can’t get hold of customer services. The phone rings on the new handset only. However, WhatsApp and Snapchat etc still work on both.  Is that a sim problem? 

Hi ​@JennyLR,

You're welcome!

From what you've described, it doesn't sound like the SIM itself is the issue. As your new handset is receiving calls and apps such as WhatsApp and Snapchat are still working on both devices, it may be that the old phone is still retaining the eSIM profile.

We'd recommend deleting the eSIM from the old phone, restarting both devices, and then performing a network settings reset.

For iPhone:

1. Go to Settings.
2. Tap General.
3. Select Transfer or Reset iPhone.
4. Tap Reset.
5. Choose Reset Network Settings.
6. Your iPhone will restart afterwards.

For Android:

1. Open Settings.
2. Tap General Management or System (this may vary depending on the device).
3. Select Reset.
4. Tap Reset Network Settings.
5. Confirm the reset and allow the phone to restart.

If the problem continues after trying the above, please let us know and we'll be happy to help further.

Regards,

Gemma M

The iD Mobile Social Media Team