Esim activation

[emmajayne18]

Hello! I am really hoping you can help, you are my last resort!
I upgraded and received my new phone on Monday. I am still waiting for my eSIM to be delivered. I have spoken to live chat and been into store and keep being told to wait longer.
I have missed phone calls from my son’s school and this is becoming very urgent.
I don’t know what to do anymore. I feel my only option is to cancel my contract and move elsewhere which I really don’t want to do. 

[Mark]

Hey @emmajayne18, I'm sorry to hear there's been a delay with getting your service up and running. When you connect your phone to our network via an eSIM we wouldn't send you any physical hardware, your connection would be completed by following the steps in an email we send to the email address registered on your account. Although it shouldn't, some over zealous spam/junk filters can push this into your junk/spam inbox. If you've checked there and you still haven't received an email from us, we can look into getting this resent. As we'll need access to your account to do this, please reach out to us via a private message to one of our social channels and we'll be happy to take a closer look.