Hi ​@Leeewo, 

Thank you for reaching out, and I'm very sorry to hear that your new eSIM still isn't activating despite the troubleshooting and replacement eSIM you've already tried. I understand how frustrating this must be, especially as you've now removed the working eSIM from your old handset and are left without service.

As you've already completed the recommended troubleshooting, including resetting the network settings and installing another eSIM, we'll need our team to check the account and eSIM status and arrange a further replacement if required.

Please contact us via Live Chat so our team can complete the necessary security checks, review the eSIM activation and assist you with issuing a replacement eSIM.

We apologise for the inconvenience and appreciate your patience while we work to get your service restored.

Owethu

Hi. Thanks for getting back to me. 

Unfortunately, the live chat team aren't able to help. 

I have now tried my 4th different esim in as many days. When I message live chat, they assure me that reissuing an esim will resolve the issue and so simply send me a new one. I delete the esim that's not activating, set up the new one that's sent to me and then I'm told by the live chat agent to wait an hour for it to activate. 

Hours pass and still no luck so I go back onto live chat again, and all they can do is issue me with yet another new esim. I even tell them this won't work and to check my account but, again, they just reassure me that this time it'll work. It never does. 

I'm just going around in circles at this point. I've not had service for 4 days and Google has also locked me out of my account because I'm unable to verify my telephone number. 

Do you have any other suggestions?

Update: I spoke to a member of the customer service team, who advised me to go into a store and get a physical SIM. When I tried to activate this physical SIM, I kept getting an error message. I thought the worst. I messaged live chat and the agent asked me for the SIM card number and activated it straight away. I put the SIM card in my phone and it worked! 

Hi ​@leob92,

That's great to hear, and thanks for coming back to update us.

I'm pleased that the issue was resolved and that the Live Chat agent was able to activate the replacement SIM for you straight away.

Thank you as well for sharing what worked. It may help other Community members who encounter a similar activation error after collecting a replacement SIM.

If you require any further assistance in the future, please don't hesitate to get back in touch. We'll be happy to help.

Take care.

Gemma M

The iD Mobile Social Media Team