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eSIM Swap FAILURE

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jkwelsh
4: Newbie

I have  Galaxy Note 20 Ultra, it had my VF eSIM activated.

I purchased a new phone - A Galaxy Fold3, and wanted to transfer my eSIM from old phone to new phone.

 

Using the My Vodafone app on the Note 20, I went through all the steps to carry out a SIM Swap, and at the end of the process received the QR code via the app.

 

Went to my Fold3 - eSIM, Add mobile plan.  Scanned the QR code from my Note 20, and thats as far as I got.

Ive now been without any operating SIM since the 1st September, and Im going around in circles with the VF Tech Team - We will cancel the SIM Swap, and get you a physical SIM, which you can then convert to an eSIM on the new phone, but it will take up to 24 hours.  That was three days ago, and they still cant cancel the SIM swap request.  Apparently there is an "Open Order" for a SIM swap, and no one has been able to figure out a way to close it, despite trying, and submitting manual requests etc.

 

When I scanned the new QR code onto the Fold3, I got the following error message - "Your mobile plan is already being used by another device.  For more information contact your service provider.  Error Code SVR_8.1.1/3.8"

 

My SIM no longer registers on the network, and anyone calling the number gets a permanently engaged tone 😡

 

I've been a VF customer for 20 years, and have had my number for just as long.

Now Im unable to access anything that has 2 Factor Authentication set up - Banking, security, Network, PayPal etc.  And to change the number to a new number, you need - yeap, the original number working to pass the 2FA security 👎

Im so p!ssed off at VF right now Im ready to terminate my contracts.......

 

Anyone had similar problems when swapping an eSIM to a new phone??

 

John.

C Level Mobile Telecoms Professional

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WelshPaul
13: Advanced Member

I think what's happened here is that there are different people looking into your complaint and probably thought that you were still without service. They have probably started to implement the fix that Vodafone had already done to restore your service? A case of left hand doesn't know what the right is doing (Probably didn't bother reading the notes on the account too!).

 

It's because of this thread I ditched eSIM and went back to a traditional SIM!

Anyway, I hope you get it resolved sooner rather than later.

Good Luck!

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37 REPLIES 37
BandOfBrothers
17: Community Champion

Hi @jkwelsh 

 

I have seen posts as to where a person has run into some technical issues with first setting up an eSim.

However I've not seen one where a person has moved from one phone with eSim to another phone and then using a Sim Swap process to move the eSim over.

I appreciate you've spoken with customer services already and they are still trying to help, but I would also suggest having a word with the Vodafone Social Media Team's via Twitter DM or Facebook Messenger and link back to your thread here including your forum username so your not having to repeat yourself. Unfortunately they can't help from here as there is no account access via the Vodafone Community Forum.

It wouldn't harm to involve the Team too.

On a personal note I've decided to stick with a physical sim card myself.

I wish you all the best with this. 

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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Farai
Moderator

We'd certainly be happy to take a closer look at the account for you @jkwelsh as @BandOfBrothers suggested. If you'd like our help looking into the SIM swap, please drop us a message over on Twitter or Facebook here 👍

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jkwelsh
4: Newbie

Quick update:

[Day 6 without a working eSIM]

 

Spent about 40 minutes on the phone with CS this morning (Monday 6 Sep)

 

I've been told that the likely reason for the initial failure was because I didn't delete the eSIM from the original phone, before I scanned the QR code with the Flip3.  Not that it tells you to actually do that at any point during the SIM Swap guide that you follow within the My VF App 🤔

 

Old eSIM setting now completely deleted from my Note20U (It was still on the phone, but not registered on the network)

Two QR Codes later, and still no working eSIM 😡

 

However the error message has now changed to "This code isn't valid or has already been used"

 

Very apologetic Tech Support have now escalated this to the Senior Tech Support Team.  He tells me that will definitely be resolved, but it may take up to 24 hours to issue a new QR code.  

Thats what I was told 120Hrs+ ago 👏👏👏

 

Couldn't make this up.

 

Oh, and seems I can't port to a new provider, as the existing eSIM number is not showing as active on the system.

 

Time to hit social media.

 

C Level Mobile Telecoms Professional

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jkwelsh
4: Newbie

So, 24hrs after the last contact and request for yet another QR code, and its still not been generated, so Im assuming there is still an ongoing technical issue with transferring an existing eSIM to a new phone using the eSIM Swap Process.

 

I received a SMS (on a different number) saying to expect a call from the Advanced Tech Support team at 1pm today.

C Level Mobile Telecoms Professional

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MarkD
Moderator

Keep us updated with how you get on with the Technical Support Team please @jkwelsh

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jkwelsh
4: Newbie

Update Day 7:

 

So I received the call back from Tech Support today (Tuesday 7 Sep @1:30pm)

 

The eSIM procedure for generating a QR Code has (again) failed on my account (surprise!)  and is yet again stuck in the "Open Order" condition, more than 24Hrs after the last request was sent. ☹️

 

I feel like Im really running out of options, and we are simply going around in circles now.

 

My number is still unregistered on the network.

 

I will give them one more 24hr period to get this sorted, otherwise I'm terminating all my contracts and will start the painful process of trying to update all my 2 Factor Authentication accounts to a new provider - which is not easy, since you need 2FA to actually be working in order to effect any changes 😪

 

As a former Vodafone employee, I am extremely disappointed at their inability to resolve this, and will be terminating my contracts in due course and porting them to another operator.

C Level Mobile Telecoms Professional

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jkwelsh
4: Newbie

One of the suggestions from the tech Support Team was to log into "MyVodafone" account online, and set up a redirect, so that I should at least be able to receive any calls to my eSIM number on an alternative VFUK PAYG SIM which Im using at the moment (and they made me PAY £10 for 😡)

 

Not possible without 2FA - that uses the eSIM number that cant be accessed 👎

 

 

 

 

C Level Mobile Telecoms Professional

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MarkD
Moderator

If you can send us a message on Facebook or Twitter using the link sent over by Farai, we'll be happy to take a look at what the technical team have advised and what the next steps are. 

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jkwelsh
4: Newbie

@MarkD

 

Unfortunately your FB Messenger AI hasn't a clue what an eSIM is, so its difficult to even engage via that social media route.  Have spent hours on calls with CS Agents over the last 7 days trying to resolve this, to no avail.

I'll wait and see what the next 24hours brings.

 

I already posted on your twitter feed.

C Level Mobile Telecoms Professional

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MarkD
Moderator

If you would like us to check your account, when you drop us a private message just select 'Get Started' followed by 'Asked to DM'. This will get you connected to one of our team 🙂

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jkwelsh
4: Newbie

Day 8 Update:

 

On call with CS now.

 

No change to the eSIM status.  eSIM still stuck in an "open order" status (has been for the past 48 hours) and no QR code has been issued.

 

Now 192Hrs + without Vodafone service 😡

 

Currently lodging a formal complaint to the Customer Complaints Team.

 

I cant even transfer a lot of apps to the new Fold3 as 2FA has to be functioning to authorise changes to banking and security related apps, and I cant even activate any new SIMS on my account (V-SIMs) - as that also needs 2FA operating.

 

I've been more than patient with VF, and the tech and CS staff I have talked to have been polite and courteous every-time Ive talked to them.  That hasn't solved the problem though.

 

Issue now passed back to Advanced tech Support Team (for the Nth time) with yet another promise that it will be sorted within the next 24 hours.

 

How long is too long?  How many attempts to resolve the situation is too many?

 

😡😡😡

 

 

 

 

 

C Level Mobile Telecoms Professional

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jkwelsh
4: Newbie

Day 10 Update:

 

240hrs+ and still no service.

 

Talked to a CS agent this morning for an hour.  Repeated everything.  Again....

SIM Swap order still locked in the open status as they hadn't been able to close it.  No QR code issued.

 

But if I wait another 24 hours, it will definitely be fixed.....

Same old, same old 😠🙄

 

On a brighter note, a new physical SIM card arrived by post today, so I will take it to my local store tomorrow as Im not doing anything with it online.

 

Hopefully they can get it sorted, then I can port my number to a different operator.

 

Lack of access to 2 Factor Authentication is really starting to be an issue as well 😪

C Level Mobile Telecoms Professional

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jkwelsh
4: Newbie

Day 12 Update

 

😡😡😡

 

Still no service.

 

Local shop staff, very helpful and apologetic.

 

Physical SIM has been "provisioned" however 8 hours later its still not registering on the network, and yes, I know it can "take up to 24hrs" to complete.

 

Now been without service for 288Hrs +

 

VF think that for the inconvenience I should be compensated £20 😡

Thats 12 days without any 2 Factor Authentication, so I cant access online banking, remote house security system, network security, credit card account, or remote car security, Oh, and  and I can't add any additional (smart) V-SIMS to my account.

 

I also cant transfer a lot of my secure apps to the new Fold 3, as they need to have functioning 2FA (obviously!)

 

Time for a strongly worded email to VFUK CEO, Ahmed Essam.

 

C Level Mobile Telecoms Professional

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jkwelsh
4: Newbie

Day 13 Update:

 

Another day, yet another failure.

 

SIM card has not provisioned despite shop request to do so.  SIM Provisioning stuck in an Open Order State (AGAIN 😡)

 

Shop has had to manually request that the SIM Open Order be closed.  Try again in 24 hours, it will definitely be fixed 🤣🤣🤣😢

 

Complaint raised to OFCOM and email sent to Vodafone UK CEO requesting assistance to get this resolved once and for all.

 

Ive been as patient as I can be for the last 13 days, but still having no service on a contract SIM for this long is simply inexcusable.

C Level Mobile Telecoms Professional

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jkwelsh
4: Newbie

Update Day 14

 

Still no working service.

SIM card still unregistered.

 

Letter of complaint sent to OFCOM.

Email sent to VFUK CEO

 

Social Media engaged.

 

 

C Level Mobile Telecoms Professional

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Amanda
Moderator

I can see you've been in touch over social media @jkwelsh - we'll reply to your latest message soon. 

Thanks

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jkwelsh
4: Newbie

Update day 20

Still no service.

Had a call from a very supportive Manager on behalf of the CEO, who was hugely sympathetic to the situation, and understood my frustration.  He assured me that it was being delt with, and that the service would be restored within the next 24 hours.

I explained to him that this is what I had been told every day, for the first two weeks, and always with the same outcome.

I also expressed concern that my number may have been deleted from the system, but was reassured this was not the case.  (I had earlier the same day accessed CS via 191, and when I entered the number in question had been disconnected due to the number “not being found”)

 

So, here we are, after 20 days, and hours of my time spent on the phone talking to numerous VF employees, and my number is still not working, and still unable to access a plethora of secure services because my 2 Factor Authentication number is no longer accessible.

 

Oh and to cap it all, the number has now been deleted from my MyVodafone account.

 

Words cannot express how FURIOUS I am with Vodafone right now.

16 years I’ve been with Vodafone.  16 years I’ve had the same number.  16 years of solid, quality service.  Until now.

I can’t even port the number to another operator, because it’s not active.

 

 

 

C Level Mobile Telecoms Professional

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WelshPaul
13: Advanced Member

Vodafone is OK until something goes wrong and that is when you realise that Vodafone support is by far the worst of all the UK networks. Their support script is probably made up of one line... Please wait 24 hours, all will be working then!

 

I did a SIM swap on Saturday - I moved back from an eSIM to physical SIM after visiting a Vodafone store. I didn't delete the eSIM prior to the SIM swap being done, I did it after. The eSIM showed "Emergency Calls Only" and I could only delete the eSIM after connecting to WiFi. I don't think the fact that you didn't remove the eSIM from the old phone caused any issues with the process, it's just flakey the way Vodafone have implemented it.

 

Anyway, a SIM swap shouldn't ever cause the disconnection of a mobile number though surely? The number would or should remain in service but would go to Voicemail (or if no Voicemail service a pre-recorded message). I too would be worried if the number was no longer in service and had been removed from my online account! It could be of course due to Vodafone messing with the account trying to restore service?

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jkwelsh
4: Newbie

Update Day 21

Still without service.

 

Im pleased to say that I am now receiving regular calls offering lots of understanding and sympathy, however no solution (……yet).

 

I think it’s becoming clear that the Tech Support Team don’t really know what went wrong with what should have been a simple eSIM Swap process, and as a result are struggling to resolve the issue, which seems to have infected my primary account number.

 

My primary number is also still not showing on my VF Account, which is a bit of a worry though…

 

I would just like to give a shout out to the Customer Service Staff who have been sympathetic to my situation, but are reliant on back office staff to actually sort the problem out.  In a company with millions of customers, it’s often the frontline staff who get abuse when things go wrong, even though it’s not their fault!

 

Also, whilst I’m pulling my hair out after 21 days without 2 Factor Authentication, at least I'm saving  money as I can’t sign into my Amazon or eBay accounts 🤣

 

 

 

 

C Level Mobile Telecoms Professional

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