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New Contributor
July 7, 2026
Question

ESim not activating - I have no service

  • July 7, 2026
  • 1 reply
  • 20 views

I have contacted you multiple times and nothing. No one has reached out. Got my new Iphone Air from you and went on to set up the ESim. My physical sim stopped working on the old phone and new ESim does not activate in new phone. I have my family away this week and no wifi at work so completely unrecheable. The assistance has been ridiculously poor as I’m yet to be contacted by the so called “technical team”. I have downloaded and installed a new ESim multiple times and nothing works. We are talking about a £1k phone I bought from you that is not working and no one has even bothered to contact me. Appalling customer service from ID. 

    1 reply

    iD Mobile Employee
    July 8, 2026

    Hi ​@alanpop 

     

    Thank you for your message.

    I'm sorry to hear that you've been having difficulties with your eSIM and that you haven't received the support you were expecting.

    Have you had the opportunity to visit your local Currys or Apple Store to have the phone checked? They may be able to identify whether there's a software or device-related issue that's preventing the eSIM from working correctly.

    This would help determine whether the issue is with the handset itself or with the mobile service. Once you've had this checked, please let us know the outcome and we'll be happy to investigate further if needed.

     

    -Michael Z

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