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iOS

Moving eSim to new iPhone

Dustydream
4: Newbie

Oh great 😂. I’m trying to get live chat and no advisers are available 😅

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garetbe
7: Helper

Complaints usually have advisors available. 

https://www.vodafone.co.uk/help-and-information/complaints/contact-us

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Kris_forum
4: Newbie

It’s going to be quicker for me to port out. Amazing how apple makes products that delight and the telcos just have these botched half baked solutions. I’m giving it till 24 hours then I’ll cancel. Not waiting for them to raise tickets and sort it. I had same issue with Apple Watch and it took over a week to resolve.  I know it makes no impact to them if I leave but still feels like they shouldn’t be rewarded with 24 months of service for such a rubbish experience. 

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crazysailor
3: Seeker

This is defiantly giving me flashbacks of Apple Watch issues I think that took about 2 weeks to get sorted in the end! If they think I’m going to go without mobile service for 2 weeks they’ve got another thing coming. 

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Dustydream
4: Newbie

I’m currently chatting with them with about half hour until my 24 hours is up and they’re saying it always takes 2 to 24 hours 🙄 I couldn’t bother contacting them until the 24 hours is up as they do nothing. They’re also telling me they’re pushing the order through from their end, which I know means I can’t do anything leave me alone 😂😂

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garetbe
7: Helper

A SIM swap usually takes 24 hours to complete/fail. If it doesn’t go through after that time has lapsed you can go to a Vodafone store with photographic ID (Passport/Drivers License) and they’ll be able to process a new SIM swap. 

If you wait for support all they’re going to do is wait a bit and issue a new SIM.

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simax
13: Advanced Member

The QR code didn’t work for me either, but in the PDF that was sent in the email, it also has a SM-DP+ address and an activation code. Just enter those in the data plan fields on your new iPhone and you’re good to go! 😀

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Kris_forum
4: Newbie

Pdf never sent. That’s the issue 

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crazysailor
3: Seeker

I haven't received an email, did you have an eSIM prior to getting this one?

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Dustydream
4: Newbie

@Simax. The problem is we already have an esim in say an iPhone 11, Vodafone don’t support transfer to a new iPhone. We want it on a new phone and requesting another sim swap does nothing but show you your existing QR code. We’ve not had a PDF to get the details from. This would be our second esim. Is that the same for you or was it your first esim. 

I say we as I’m assuming we’re all having this same issue? 

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crazysailor
3: Seeker

@dustydream have you got anywhere with your online chat?

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Dustydream
4: Newbie

Winding me right up. Now saying it can take 24 to 48 hours. Making it up as they go along. I’m still on to them from

when I originally said I’d started chatting to them

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jamesshelford
3: Seeker

Afternoon everyone,

 

My partner and I are also victims of the esim swap trap. We have used live chat twice and been in store this morning. We are getting the same message “Nothing we can do, wait 24 hours then request the transfer is cancelled and start again.” No service announcement has been issued by Vodafone. I have no confidence that there will be a solution after 24 hours which is 2:30pm today for us. 

Does anyone from Vodafone fancy helping?

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Dustydream
4: Newbie

My 24 hours are now up and still nothing. The issue seems to be wider spread obviously and someone at Vodafone needs to escalate the issue. They took forever to allow esims and it’s not even fully functional you can’t transfer it and there is no work around either.

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Dustydream
4: Newbie

In the end I told them in chat I want to cancel. Of course to do that I have to call. Currently waiting in a queue now.... Could they have picked any more annoying songs as the hold music and the same three. “We’re really busy at the moment, sorry for the delay” 🤬

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Kris_forum
4: Newbie

I cancelled and returning phone. took 1 hour 30 mins to get done talked to 5 different teams. Now need to take it into store to off load... Nice agents on phone  but overall horrendous end to end customer service. 

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crazysailor
3: Seeker

If they are not able to provide us with a connection/service are we able to cancel without penalty?

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Dustydream
4: Newbie

Surely we can? I was chatting for 2 hours 20 minutes. So I’ve called the complaints number who can’t cancel and have had to transfer me to the cancellations team. Didn’t realise how shoddy their CS is until now. It’s laughable really that a complaints team can cancel a contract 🤷🏼‍♂️  Mines sim only and I’m still in contract term I think, so expect a penalty, but surely they can’t if they’re unable to provide a service or connection? I’m waiting to see what they say then will check the good old T&Cs 

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crazysailor
3: Seeker

Yeah I hadn't realised how bad their CS was. They clearly are noticing trends in problems as you would have thought they would have someone sorting it out ASAP but everyone just seems clueless. 

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vgopal
4: Newbie

This is exactly what I was afraid of happening, and its bad to see all of you with similar issues.

 

As I understand it, as told by CS to me it may be better to port back to a physical sim, or get one from a store, and then move it back to an esim.

 

Seems like a right faff and it really shouldn't be this difficult or complicated. There is obviously something very wrong with the esim process.

 

Would be great if someone from the Vodafone mod team could respond.

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