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Physical Sim not working after new phone order ?

  • November 29, 2024
  • 5 replies
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  • Dawn56
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  • 1 reply

I am an existing ID Customer with an iPhone13  on contract which has been fine , I ordered today a few hours ago a new iPhone 16 as an upgrade as I was due one and selected E Sim at the checkout .

Since the order I have received the various emails confirming order , instructions to activate E sim etc etc 

However it seems they have now already cut off/stopped my physical sim in my current phone !!!!!!

I cant use the E sim until I receive the new phone , so at the moment I have no way of making calls , data etc etc ! Ridiculous ! 

This cant be right ? and I don’t appear to be able to find a number to call anyone at ID to sort it out 

I am supposed to be going away this weekend , I need access to phone-calls ! 

Any ideas/suggestions , most welcome 

Best answer by Natalie W

Hello ​@Dawn56 

 

Thank you for getting in touch. 

 

We are very sorry to hear this has happened. 

To ensure you have a working service for the weekend we would recommend activating your eSIM in your current handset. 

Once your new handset arrive, we can send a new QR code for you to download the eSIM to the iPhone 16. 

 

If you would like us to take a closer look in to this, the quickest option would be to contact our Live Chat team here. 

 

Thanks, 

 

Nat 

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    N
    iD Mobile Employee
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    • Natalie W
    • iD Mobile Employee
    • 2119 replies
    • Answer
    • November 29, 2024

    Hello ​@Dawn56 

     

    Thank you for getting in touch. 

     

    We are very sorry to hear this has happened. 

    To ensure you have a working service for the weekend we would recommend activating your eSIM in your current handset. 

    Once your new handset arrive, we can send a new QR code for you to download the eSIM to the iPhone 16. 

     

    If you would like us to take a closer look in to this, the quickest option would be to contact our Live Chat team here. 

     

    Thanks, 

     

    Nat 

    D
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    • Dawn56
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    • 1 reply
    • November 29, 2024
    Natalie W wrote:

    Hello ​@Dawn56 

     

    Thank you for getting in touch. 

     

    We are very sorry to hear this has happened. 

    To ensure you have a working service for the weekend we would recommend activating your eSIM in your current handset. 

    Once your new handset arrive, we can send a new QR code for you to download the eSIM to the iPhone 16. 

     

    If you would like us to take a closer look in to this, the quickest option would be to contact our Live Chat team here. 

     

    Thanks, 

     

    Nat 

    Nat , Your a star !!!!

    Yes phone all working again now , thank-you so much 

    How would I go about requesting a new QR code when my new phone arrives ? 

    Do I request via this thread or something else ?

    Thanks again 

    Dawn

    Daz_S
    Gold Contributor
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    • Daz_S
    • Gold Contributor
    • 1627 replies
    • November 29, 2024

    ​@Dawn56 wrote:

    How would I go about requesting a new QR code when my new phone arrives ? 

    Do I request via this thread or something else ?

     

    Due to an increase in eSIM fraud, things got tightened up within iD. So to obtain a new eSIM use the link Nat posted - http://idmobile.co.uk/live-chat

    As you know they’ll email it to you, but I’d wait until the iP16 is actually in your hand.

    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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      Dawn56
    Tom
    iD Mobile Employee
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    • Tom
    • iD Mobile Employee
    • 8225 replies
    • December 2, 2024

    Hi ​@Dawn56 

     

    I’d recommend the same as ​@Daz_S, contact us via Live Chat, Facebook or Twitter so we can issue a replacement eSIM via email.

     

    However, I’d also recommend until you have the new phone.

     

    Tom

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    T
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    • TAP
    • Active Contributor
    • 5 replies
    • May 20, 2025

    Hello.

     

    I have the same issue currently. 

     

    I have upgraded and as I wait for my new phone to arrive, my current phone has lost all connection. No data, no calls, no messages. I use my phone data as a hotspot for other internet use in my house so I am currently entirely unconnected.

     

    This also means I cannot make any contact with the courier about the delivery of my new phone. They will call me/message me to arrange and I will miss these attempts. Furthermore, I have no way of making/recieving calls for my work. It really is a difficult situation through no fault of my own.

     

    I have read the advice on this thread which advises to use the new eSim on current phone until new phone arrives. I haven't got an eSim QR to scan though. 

     

    So I am with no connection and no idea when/if my new phone will arrive.

     

    I really need some help.

     

    Thank you.

    Reply.


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