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kimchilover67
New Contributor
Apr 11, 2026 10:18 AM UTC

Tried 5 new esims and still cant get it activated on my iphone air and iphone 13.

So the esim was initially working fine on my iphone air, then i removed it and got a new esim through email to test the esim on my old iphone 13, which failed to activate. Since then I could not get it to activate back on my iphone air. It would say it’s activating for about 10 minutes and then a message would pop up saying that the activation has failed. I have talked to 5 people on live chat and all they do is send me a new esim through my email which dont work. I cant go to a physical sim because the iphone air does not support a physical sim. I tried everything from turning on roaming, staying connected to wifi when activating, resetting network settings, and restarting the phone. Could someone please help?

    25 replies

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    Marquerita T
    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    Aug 20, 2026 4:16 PM UTC

    Hi ​@Rebecca Gardner.

     

    Thank you for your post.  I’m really sorry to hear how frustrating this has been, spending almost two hours on live chat and still not having a working SIM is not the experience we want for you.

     

    Before you take steps to leave, could I please check: were both the eSIM and the physical SIM activated correctly on your account?

     

    You can activate your physical SIM by visiting: www.idmobile.co.uk/yoursim.

     

    Thanks,

    Marquerita

    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.
    New Contributor
    Rebecca Gardner
    New Contributor
    Aug 20, 2026 4:34 PM UTC

    Hi, I've now left ID mobile and returned to my previous network. 
     

    I appreciate your responses in here but leaving people for days on end without  responses and spending hours and hours on chats to be told that it was for the technicaL team (this happened twice) and to raise a complaint and nobody got back to me, just finished me off.

     

    Marquerita T
    iD Mobile Employee
    Marquerita T
    iD Mobile Employee
    Aug 22, 2026 5:06 PM UTC

    Hi ​@Rebecca Gardner.

     

    Thank you for your feedback.

     

    I’m really sorry to hear about the experience you’ve had with us. I completely understand how frustrating it must have been to wait for responses and spend hours on chat without a resolution.

     

    I’m sorry that we didn’t meet your expectations, and I appreciate you sharing this with us.

     

    We’ll use your feedback to improve our service going forward.

     

    Thanks,

    Marquerita

    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.
    New Contributor
    Recklesslife
    New Contributor
    Oct 19, 2026 1:59 PM UTC

    I have the same issue and they’ve told me the technical team will contact me within two days.

     

    its a shambles as I have the iPhone Duo coming Friday and it only uses eSIM so if this is not sorted I will cancel with ID without a penalty charge as they can not provide me with a service that I am paying for. 
     

    It’s a compete joke when they say eSim is better and easier… clearly not. 
     

    Doesn’t fill me with much confidence seeing people with the same issues and no good outcome. 

     

    Gemma M
    iD Mobile Employee
    Gemma M
    iD Mobile Employee
    Oct 20, 2026 7:11 PM UTC

    Hi ​@Recklesslife,

     

    If you're having issues getting the number working on the new device, you'll need to contact our Live Chat team so they can check the SIM status and investigate further. They'll be able to see what's already been tried and advise on the next steps.

     

    You can contact them here: https://www.idmobile.co.uk/live-chat


    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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