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.

[Amanda]

Thanks for keeping us updated @Umiamz - I'm sorry you haven't had your email through yet. 

With it being a new account, we wouldn't be able to send a SIM out to an alternative address - you can pick one up in the local store to where you are, you'll just need to take either a passport or drivers license as photo ID with you. 

If you message my team over on social media then we can check what's happening with the eSIM request too. Please remember to include your community username and a link to the post, so you won't need to repeat yourself. 

[Umiamz]

Thanks @Amanda 

I did an online chat this afternoon and was transferred to Specialist Support. They could see that the eSIM requests were causing an error message so they created the eSIM manually using my iPhone’s EID. Two minutes later it was all sorted, so I’m happy now.

Thanks to Yash from the team who sorted me out so quickly 🙂

[Mark]

That's fantastic news @Umiamz! It's good to hear we were able to get this sorted for you 😊