eSIM Swap FAILURE

[jkwelsh]

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.

[mhduke640]

My iPhone 12 Pro that I upgraded to the 16pro had a physical sim. When my new phone was given to DPD for some reason this triggered my eSIM to activate and my physical sim to deactivate. 
So I’ve had no connectivity from that going off and now my iPhone 16pro won’t take the settings for the eSIM. I’ve had numerous QR codes to scan and nothing works. Went to store as I’m getting nowhere on web chats and calls and the guy in the shop can’t even give me a physical sim because he can see an order is in progress but it’s stuck. If I call my mobile number it hits answerphone straight away. 

I have epilepsy and am very worried when out because if I’ve no WiFi I’ve nothing if I need to contact anyone if I’m going to have a seizure. Or school need to contact me for my daughter etc 

Any apps needing 2FA I’m locked out of also. It’s ridiculous. 

[jonwillis]

For 2FA you should use your backup codes to regain access. It's important to keep a copy of them in case your phone stops working for any reason, not just Vodafone breaking your SIM. Most 2FA services will fall back to email to if mobile number isn't working. 

For your own safety I would just get a PAYG SIM and put some credit on it. This will give you phone and email access.

You can escalate the complaint to the communication osbudman and you should do it. But it won't be quick, I know when I had to against O2.

Other than keep going back into store, I don't have any real suggestions as only Vodafone can solve this issue with sending a replacement SIM