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Changed eSIM, now I have no service

  • 17 februari 2022
  • 7 reacties
  • 366 Bekeken
M

Hello,

I was experiencing a very complex problem about which I wrote another topic. The T-Mobile NL customer service has been unable to help me, but, because the helpdesk employee at the store changed my eSIM to a physical one, and then to an eSIM again, I now have no service. I called customer support and they say that they can see the SIM in their system and it appeaes active but they also see an error that tells them my SIM is not synces with the network. I was told to wait 24 hours for it to load, but the people I talked to said that there might also be a different problem.

 

Can anyone help me actually use my eSIM ? (I cannot get another one because I don’t have a working SIM card so that I can activate it by SMS)

Beste antwoord door Mihnea Florescu

David schreef:

Hi @Mihnea Florescu,

That’s quite unfortunate! I would like to check if eveything is in order on our end, but I need some more info to do so. Could you send me a private message with your phone number, date of birth, full address, last four digits of your bank account info and finally the new and old sim card numbers? This way I can see if the right sim is activated and if there is anything I can help you with at this point.

Looking forward to your message! 

Hello, thanks for your response !

Luckily, I went again to the T-Mobile shop and with their help I was able to download another eSIM, activate it and now everything works fine.

If you could, I would like this topic to be closed since my problem is solved.

Bekijk origineel
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7 reacties

Waqqas
Super User
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  • WaqqasSuper User
  • Odido Superuser
  • 20916 reacties
  • 17 februari 2022

Hello @Mihnea Florescu 

Maybe it's easier to visit a T-Mobile store as they can verify your identity and can also look for a solution with you 

Here on the forum it could take a bit longer, and a normal restart of your phone doesn't help or choosing the network operator manually?

Welkom op de Odido community!
M
  • Mihnea Florescuis een Master Poster
  • Auteur
  • is een Master Poster
  • 11 reacties
  • 17 februari 2022
Waqqas schreef:

Hello @Mihnea Florescu 

Maybe it's easier to visit a T-Mobile store as they can verify your identity and can also look for a solution with you 

Here on the forum it could take a bit longer, and a normal restart of your phone doesn't help or choosing the network operator manually?

Hello, I wrote this as I was coming back from the store. They couldn’t do anything, just told me to wait. Restart does nothing. Neither does turning airplane mode on and off.

eric
Super User
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  • ericSuper User
  • Odido Superuser
  • 8943 reacties
  • 17 februari 2022

If they have the experience that such switch takes 24 hours, than it is a matter of waiting. 

Welkom bij de klant-helpt-klant Community van Odido.
M
  • Mihnea Florescuis een Master Poster
  • Auteur
  • is een Master Poster
  • 11 reacties
  • 17 februari 2022
eric schreef:

If they have the experience that such switch takes 24 hours, than it is a matter of waiting. 

They didn’t seem to have a clue or experience with such an issue. Just said that maybe waiting 24 would solve it.

Dave
  • Dave
  • Oud-Moderator
  • 9719 reacties
  • 18 februari 2022

Hi @Mihnea Florescu,

That’s quite unfortunate! I would like to check if eveything is in order on our end, but I need some more info to do so. Could you send me a private message with your phone number, date of birth, full address, last four digits of your bank account info and finally the new and old sim card numbers? This way I can see if the right sim is activated and if there is anything I can help you with at this point.

Looking forward to your message! 

Vanaf 22 juni 2022 ben ik niet meer werkzaam bij T-Mobile. Mijn lieftallige collega's helpen je natuurlijk graag verder!
M
1 persoon vindt dit leuk
  • M
    Mihnea Florescu
M
  • Mihnea Florescuis een Master Poster
  • Auteur
  • is een Master Poster
  • 11 reacties
  • Antwoord
  • 18 februari 2022
David schreef:

Hi @Mihnea Florescu,

That’s quite unfortunate! I would like to check if eveything is in order on our end, but I need some more info to do so. Could you send me a private message with your phone number, date of birth, full address, last four digits of your bank account info and finally the new and old sim card numbers? This way I can see if the right sim is activated and if there is anything I can help you with at this point.

Looking forward to your message! 

Hello, thanks for your response !

Luckily, I went again to the T-Mobile shop and with their help I was able to download another eSIM, activate it and now everything works fine.

If you could, I would like this topic to be closed since my problem is solved.

Dave
  • Dave
  • Oud-Moderator
  • 9719 reacties
  • 18 februari 2022

Hi @Mihnea Florescu,

That's good news! Thanks for letting us know everything is solved. :thumbsup: We always keep topics open, in case someone has the same issue and finds this topic. This way there is already a solution and possibility to ask questions.

Have a good weekend and be careful with the storm! :wind_blowing_face:

Vanaf 22 juni 2022 ben ik niet meer werkzaam bij T-Mobile. Mijn lieftallige collega's helpen je natuurlijk graag verder!
M
1 persoon vindt dit leuk
  • M
    Mihnea Florescu
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