Hi

I recently got a new phone and yesterday I decided to transfer my eSIM to the new device.

I initiated the eSIM transfer around 5 am, but I did not get any signal. No service / Emergency calls only.

I waited about 15 minutes and then requested another replacement eSIM, but I had exactly the same issue. There was still no signal. I tried all the usual troubleshooting steps on the website or those provided by the chat bot including resetting network settings, but nothing worked.

At that time there was no customer support available, so I had to wait until later in the day to raise a ticket. When I finally contacted support, I was told there is a technical issue and that it needs to be escalated to the technical team. I was also told it may take 24 to 48 hours for a response.

I find it completely unacceptable in this day and age to be left without a functioning SIM and no data for up to 48 hours. This is my main phone line which I use for work, and it is also linked to many of my two factor authentication logins.

More importantly my number is the emergency contact number for family and kids and now I cannot receive any calls.

It has now been about 12 hours without service, and I had to buy another SIM from another provider with calls and data bundle just to get through the day.

How is this acceptable service from iD Mobile? If the system cannot reliably handle eSIM transfers, then perhaps it should not be offered in the first place.

For context, I have used eSIMs many times before both in the UK and abroad with other providers and have never had any issues activating them. This is the first time I have experienced a problem like this.