Hi ​@RK76 
 

I’m really sorry to hear about the issues your daughter is experiencing with the eSIM I completely understand how frustrating it is to be paying for a service that isn’t currently usable.
 

As the eSIM is not receiving text messages and this is preventing you from ordering a replacement, the best next step is to contact our Live Chat support team. They’re able to carry out additional security checks and manually assist with eSIM replacement or activation when SMS verification isn’t possible.
 

When you contact Live Chat, please explain that:

• The eSIM is showing no service
• The number has been transferred from a previous supplier
• You’re unable to receive verification texts
• You’ve already tried all troubleshooting steps suggested by the bot

This will allow the team to pick things up quickly and work towards a resolution.
 

Again, I’m very sorry for the inconvenience caused, and we appreciate your patience while this is sorted.

-Owethu

Thank you for your message.  I made contact, and was advised to follow the below steps.

Which unfortunately did not work.

Whilst reviewing the sims under mobile service, the esim is not visible. We have attempted to re-add the sim, but the qr originally provided has expired following the first time we added it to the phone.

Are  you aware of anything else we can try? 
or is the only option to request a replacement eSIM?

Thanks, 

Hi ​@RK76 

I do apologise that you did not get the necessary assistance from an agent. Kindly send us a DM so that we can assist you further. 

-Owethu

 

Thank you, not sure how to do a DM 🙈

spoke to customer service on the live chat, having a replacement physical sim sent.

can bear to try more steps, log another query and wait. 

5 days without service is enough for me, I cant risk this continuing. 
my daughter is a teen, so she needs to be able to make calls, what if there was an emergency. There’s no means of communication. It’s a safety issue.

Not your fault I know and I am grateful for your assistance, I’ve never ever experienced issues like this before and have found it rather frustrating.

Not the best as a first time customer I’m afraid.

Just realised how to DM.

hoping in a nice way I won’t need this service moving forward 🤞

Hi ​@RK76 ,

Thank you for letting us know.

 We hope everything goes smoothly for you and that you won’t need to reach out again, but if you ever do, we’re always here to help.

Lamiya