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I bought new iPhone 16 and tried to transfer data including eSIM to it from the old one. Throughout the process eSIM got deactivated on old one. I visited store, they tried to perform sim swap, as they called it, several times, didn’t succeed and sent me home telling me that issue will resolve itself. Then I called customer support, they ordered new physical sim, which they failed to activate when I called them once I received it. Somehow I managed to convince them that it’s a technical issue, and they said they have created a ticket for IT, but THAT WAS A WEEK AGO! Since then I haven’t got any updates. MORE THAN TWO WEEKS IN TOTAL WITHOUT MY PHONE NUMBER!!! Horrible customer service.

Hi Burny, welcome to our Community! Nice choice on the iPhone 16 and good to see that you filled in your profile. Sorry to hear about the simswap not working. I've looked into your account, and it still says eSIM. Do you still have the physical sim card? I've sent you an e-mail that you can reply to with a copy of your ID. Once you've done this, my colleagues strive to activate that sim card within 4 hours. Please let me know if it worked. I'd love to just order a new eSIM for you, however this (probably) won't work, because you will have to download and activate it via Mijn Odido. Or do you have access to Mijn Odido? If so, please let me know, and we can try that first! 

Hi Marciano, I had eSIM, but after such an unpleasant experience with transferring data I decided to request a regular SIM. Assuming eSIM is still linked, it means that issue wasn’t resolved.

I sent email with a photo of my ID to the address mentioned in email. I hope that’s correct.

Unfortunately, I have no access to anything.

Hi Burny, welcome to our Community! Nice choice on the iPhone 16 and good to see that you filled in your profile. Sorry to hear about the simswap not working. I've looked into your account, and it still says eSIM. Do you still have the physical sim card? I've sent you an e-mail that you can reply to with a copy of your ID. Once you've done this, my colleagues strive to activate that sim card within 4 hours. Please let me know if it worked. I'd love to just order a new eSIM for you, however this (probably) won't work, because you will have to download and activate it via Mijn Odido. Or do you have access to Mijn Odido? If so, please let me know, and we can try that first! 

I’m afraid it didn’t work. I got an email that sim was activated, but still no service.

Hello @mrBurny, we are currently experiencing a glitch from our end, which means that eSIM activation is not working. Apologies for the inconvenience. I check with you right away and I see that you have already been in contact with a colleague. He has forwarded a case for you to our IT department (case number: 73446873). They will resolve this as soon as possible. When it is resolved, you will be notified by phone or email. For now, please wait patiently, sorry! 

 

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