Replacement eSIM

[memphisshades]

This is ridiculous.  Vodafone CS do not appear to understand how to support customers with eSIMS.  

I have a replacement phone.  I am attempting to add my eSIM. The initial QR code is not valid. I cannot request a new QR code. I cannot log into my account because Vodafone want to text my number that is on the eSIM.  It will not send to an alternative number. I have suggested to CS that I purchase a new eSIM and they can refund the cost and port my number to the new eSIM and they say they are not trained to do this. I have suggested that CS send me a physical SIM as a replacement and they say that they cannot do this because my account is a hybrid "SELF MANAGED" account. This is utterly ridiculous . . . . . . 

[memphisshades]

I am curious how long I must wait for a response of your channels such as X 

[memphisshades]

How should I call if I do not have a phone number because I cannot reactivate my eSIM? 

[Effie]

You can call the 0333 304 0191 from any phone such as a friend or family members, a landline, a payphone etc or you can pop a message to the LiveChat team and they will be able to provide you with a more instant chat experience @memphisshades 

[memphisshades]

This is ridiculous.  Vodafone MUST provide written notification on how to instruct or assist customers that opt to have an eSIM on what to when they get replacement phones. . . . . .  . perhaps on the initial letter that is sent to them with the QR code . . . . . 

[Effie]

I can raise this feedback to the relevant teams @memphisshades to see if this can be arranged moving forward. We do have some support tools on our website regarding eSIMs and how to move them from one device to another, but if you haven't been able to do it following those steps, you will need further help from one of the support teams

[memphisshades]

You are failing to see the issue.  How is a Vodafone customer suppose to receive a replacement ESIM for their new device?  Please do not direct me to another link

[Effie]

If you need a replacement, the support teams will arrange this for you @memphisshades 

[memphisshades]

seriously? I never spoke about a SIM but instead an eSIM.  I am not in a position to go to a store.  I have no payment on the account.  I may not even have photo ID.  

[memphisshades]

no comment?