New customer today- how do I get my eSIM?

[LeoJBR]

Hi Vodafone. I'm switching from Giffgaff (GG) today. My GG service has ended and I'm waiting for confirmation that my number's been ported to Vodafone.

My question is: I've ordered an eSIM for my new Vodafone account. How do get it? I can't log into my new Vodafone account as it requires a security code sent by SMS, and my GG service has ended so I have no cellular connection... etc.

Am I stuck in a logic loop..? Please help.

Many thanks, Leo.

[Jason]

Hey @LeoJBR. We understand the importance of keeping connected and how concerning this must be. Generally speaking, as you've rightly stated if you don't have a physical SIM, then we can't send you a confirmation code, so you won't be able to log in to start your eSIM journey.

To make sure that we're on the same page, have you received communication that you'll be receiving a physical SIM in the post? If so it'll be delivered by Royal Mail 1st Class post. This isn’t a tracked service, so you won’t be able to track your order. Your SIM should arrive 3-5 days after you place it – excluding Sundays and bank holidays.

If a physical SIM does arrive in the post, you'll then be able to go through the eSIM set up process. 

[AnnS]

Are you sure that is correct @Jason ?

The customer will be able to order an eSIM at the time of placing the SIM only contract ready to activate, it's not necessary to have a physical SIM before starting the eSIM journey.

[Jason]

Thank you @AnnS. In regards to my response, this is generally speaking. Once the customer has answered my question and elaborated a little more, we'll then move forward in advising the appropriate steps. 

[LeoJBR · Accepted solution]

I ordered an eSIM when I will took out the contract. When my number switched this morning I was supposed to have been sent my eSIM QR by email. The support chaps on messenger told me this wasn't sent due a 'technical glitch'. I went to my local Vodafone shop this afternoon and they sorted my eSIM there, so all sorted and connected now. Thank you for all your help and contributions. Best regards, Leo.