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Question

eSIM still failing after backend refresh - 6 failed attempts total

  • April 12, 2026
  • 7 replies
  • 37 views
K
New Contributor

I am posting here again because my service is still completely dead on my eSIM-only iPhone Air, even after following the advice given to me by a staff member on my previous post.

To recap: this entire issue started when I tried to move my number over to my old iPhone 13. I deleted the active eSIM from my iPhone Air and requested a new QR code for the iPhone 13. That new code didn't work, and ever since then, I haven't been able to activate any new eSIMs on either phone.

In my previous post, a forum staff member told me that my profile was likely stuck in the background. They instructed me to contact Live Chat to get my current eSIM profile removed, get the network reset, and have a fresh eSIM reissued.

I went to Live Chat and they did exactly what was asked. They confirmed that the backend was completely cleared and refreshed, and then they sent me a sixth eSIM. Unfortunately, it still did not work.

I cannot keep going around in circles trying the same things over and over. I need this escalated directly to someone who can actually investigate what is fundamentally wrong with my account.

If this issue cannot be resolved within 48 hours, I will need to request my PAC or STAC code to cancel my contract completely without penalty, as I am currently paying for a service that is not working. I look forward to hearing from someone who can escalate this further.

    7 replies

    Z
    iD Mobile Employee
    Forum|alt.badge.img+8
    • Zandile M
    • iD Mobile Employee
    • April 12, 2026

    Hi ​@kimchilover67

     

    Thank you for getting in touch, and I’m really sorry to hear that you’re still experiencing issues with your eSIM  I completely understand how frustrating this must be, especially after already going through multiple attempts and support steps. 

    I can see from what you’ve described that this has already been reviewed and reset at network level, and that multiple replacement eSIMs have been issued without success. At this point, I agree that this needs to be escalated for a deeper technical investigation rather than repeating the same troubleshooting steps.


    Please get in touch with us via private message or live chat https://www.idmobile.co.uk/live-chat

     

     

    Thank you,

     

    Zandile M

    The iD Mobile Team 

     

     

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    K
    New Contributor
    • kimchilover67
    • Author
    • New Contributor
    • April 12, 2026

    Could you allow me to send you a private message please?

    M
    iD Mobile Employee
    Forum|alt.badge.img+6
    • Michael Z
    • iD Mobile Employee
    • April 15, 2026

    Hi ​@kimchilover67 ,

     

    I've just sent you a private message to help get this sorted.

    To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

    You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

    I'll speak to you there.

     

    Thanks.

    Michael Z

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    N
    New Contributor
    • Nadeem123
    • New Contributor
    • April 26, 2026

    Hi ​@kimchilover67, I am currently going through the exact same issue and it’s been roughly 5 days now with multiple failed attempts to have my eSIM work on my iPhone Air. Did you manage to get it sorted? If so how was this done as I’ve been messaging the chat bot everyday in regards to a solution but nothing ever happens the technical team haven’t responded to me in over 72 hours as their first response was to just simply “ reset my phone & the settings” but this did not help. 

    Gemma M
    iD Mobile Employee
    Forum|alt.badge.img+9
    • Gemma M
    • iD Mobile Employee
    • April 27, 2026

    Hi ​@Nadeem123,

     

    I do see that we are communicating with you privately and will get back to you as soon as possible.

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    K
    New Contributor
    • kimchilover67
    • Author
    • New Contributor
    • April 27, 2026

    Hi ​@kimchilover67, I am currently going through the exact same issue and it’s been roughly 5 days now with multiple failed attempts to have my eSIM work on my iPhone Air. Did you manage to get it sorted? If so how was this done as I’ve been messaging the chat bot everyday in regards to a solution but nothing ever happens the technical team haven’t responded to me in over 72 hours as their first response was to just simply “ reset my phone & the settings” but this did not help. 

    Hi, it worked for me after switching to a physical sim on my old phone then going back to the esim. Hopefully it helps!

    Gemma M
    iD Mobile Employee
    Forum|alt.badge.img+9
    • Gemma M
    • iD Mobile Employee
    • April 28, 2026

    Hi ​@kimchilover67,

     

    That’s great to hear! Thanks for letting us know. 

     

    If you need any further assistance, please do not hesitate to get back in touch. 

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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