Pay monthly SIM only with eSIM

[Umiamz]

I took out a pay monthly SIM plan yesterday over the phone because the website wouldn’t let me pick eSIM as an option. I’ve received an email with the contract and a text with the new number but I’ve heard nothing about how to download the eSIM.

The agent who did my order said I should shortly receive an email with instructions for the eSIM but I’m still waiting. Is this normal? I’m away from home at the moment so can’t check if a physical SIM has accidentally been despatched.

[AnnS]

As far as your eSIM is concerned @Umiamz you will be sent a normal SIM with the phone, and will easily be able to switch the number to an eSIM by following the information here: eSIM help  follow device guides to activate the eSIM on this link Activate eSIM there is additional support here:  How do I activate and set up a device with eSIM? . If you are porting over a number it is recommended to wait until the port is completed before switching from a standard SIM to eSIM.

The website is undergoing maintenance with a holding page at the moment when fully online you will be able to find additional information from the website.

When back online, there is further help and support here: Getting Started and Welcome to Vodafone 

[Umiamz]

As I said, it’s SIM only, so they won’t be sending a phone. I also mentioned that I’m away from home so can’t use any physical SIM that might be sent. That’s why I went for eSIM.

[AnnS]

Sorry @Umiamz

I realised my mistake and was just about to edit when you replied.  As far as is known you need to convert the standard SIM to eSIM when received.

I am sure this thread will be logged for a reply from the Social Team.

[Umiamz]

If you need to convert the standard SIM to an eSIM, why is there an option when ordering online to have either a standard SIM or an eSIM?

[Effie]

Hey @Umiamz I hope you're well! 

If you haven't yet received an email regarding your eSIM, please get in touch with our Social Media team here so they can check your account to make sure it is fully set up. If it isn't, they can help get this sorted 🙂

[Umiamz]

Hi @Effie - I had a chat session last night with an agent who said that my new account is still showing as “open” rather than “completed”. Not entirely sure what this means, but apparently it’s a case of just waiting for this to happen.

[Effie]

Thanks for letting me know @Umiamz 🙂 When we process orders they go through 3 stages; 'Pending', 'Open' and 'Complete'. If your order is still in an open state this just means that it hasn't completed on the system yet and so whatever the order is in relation to, won't work until the order finishes. Just think of it like online shopping; you put things in your basket to buy so they are 'Pending' purchase. You pay for the items and your order is 'Open' and awaiting dispatch. Your order is delivered and 'Complete'. 

Any orders can take up to 24 hours to complete fully so if you've been waiting longer than this, pop the team a message again and they can get it pushed through with the Specialist team 😊

[Umiamz]

Thanks @Effie - I’ll contact them again tomorrow and see if it has completed.

[Umiamz]

So my order finally completed but still no eSIM email. Contacted support who initiated another swap to eSIM but still not received.

If I asked for a physical SIM card to be sent out, can it be sent to the address I’m staying at at the moment? I’m away from home helping an elderly parent (hence why I asked for an eSIM connection to start with).