Sim to Esim swap taken 5 days and still not working

[rickt1]

Hi

I have an Iphone 14 Pro Max and decided to swap from sim to esim online. This was last Saturday evening and now 5 days later after calling the help line each day I am still without calls and texts. Each day they have said they have done something and it will be sorted in the next 24 hours but nothing seems to be happening. I need to be able to make calls and texts this is a basic function that you should not be without. I know regret my decision to move from physical to esim. 

[Effie]

Hi @rickt1 I hope you are well. It's disappointing to hear that this hasn't been resolved for you yet, I can certainly appreciate how frustrating this must be. So we can look into this further, please give the Social Media team a message here so they can look into your account. 

[rickt1]

Well another day and another promise of escalation and a claim of it will be sorted in the next 24 to 48 hours and just ignored my request of re=enabling my physical sim or sending me a new one. it has been 6 days without call or texts now my faith in Vodafone is very low.

I ordered a apple watch ultra a week ago and they seem to be confusing that order with my esim problem so very frustrating. 

[rickt1]

Another day yesterday and supposedly now a resolution manager involved and still nothing happens looks like Vodafone is never going to reconnect me.

[rickt1]

Vodafone have finally decided to cancel the esim swap which they told me they did on Sunday but cannot issue me with a new physical sim until the cancelation order goes through and they said it could take up to 48 hours. Now I phoned yesterday and they told me 24 hours had elapsed and to phone back today which I have done, they have now told me the cancellation order only went in yesterday and to wait 24 hours more, I don't know who to believe. Why they cant just send the new sim out now I dont know. I have also told them that I am disabled and rely on my phone to get around that has fallen on deaf ears. After being with Vodafone for over 20 years it looks like I may have to leave.

[Amanda]

Thank you for getting back to us @rickt1 and explaining how important it is for you to stay connected - I'm really disappointed to hear this is still ongoing. 

Please come and speak to my team following the link that Steph has provided here and we can investigate this for you. 

[rickt1]

Yesterday I spoke with Vodafone yet again and they would not send me a sim and tried to re-enable my old sim which they could not do, they then told me to wait another 24 hours. So yesterday evening I contacted them on Facebook messenger and the person I messaged instantly carried out my request and a new sim is winging its way to me unfortunately the Posties are on strike today and tomorrow so will have to wait until at least Saturday for it.

Does anyone know if i can just pop it straight in or I have to go through the sim swap process on the app again.?

[Effie]

Hey @rickt1 I hope you're well! For security the replacement SIMs are sent out inactive so you will need to do a SIM swap when it arrives to activate it and move your number over to the new card. 

[rickt1]

Which is more reliable for the sim swap the Vodafone App or the website?

[Jason]

We do advise @rickt1 to action SIM swaps online via the dedicated SIM Swap web page - simply enter the phone number you want to move to your new SIM and select 'Go'.