topic Re: e-SIM to Physical SIM. in Get Support

e-SIM to Physical SIM.

Priority — Sun, 03 Dec 2023 03:08:00 GMT

I've just bumped into an issue that I've never faced before: I currently have two e-SIMs on my phone and i now want to convert one of them back to a Physical SIM Card so I can use the line In another phone.

I've signed into the Self Serve Portal of the Phone Number I'd like to switch back to Physical SIM and I update the SIM Card in Profile Settings successfully, however the new SIM still says 'No Service', it won't display a Phone Number in Settings and the line is still only working from the e-SIM installed on my phone.. so it's like it didn't update at all.

In my Profile Settings it shows the New SIM Card Number now and not the old e-SIM Number. What's going on??

Re: e-SIM to Physical SIM.

Handy1 — Sun, 03 Dec 2023 03:11:47 GMT

@Priority Did you do it on computer and not on mobile device . ?

Re: e-SIM to Physical SIM.

Priority — Sun, 03 Dec 2023 03:14:11 GMT

I did it on the Mobile App.

Re: e-SIM to Physical SIM.

softech — Sun, 03 Dec 2023 03:15:04 GMT

@Priority Probably the physical sim still not provisioned. Did you try it on another phone?? It might force a sim re-provision, but honest, I suspect a trip to PM support is unavoidable

Re: e-SIM to Physical SIM.

Priority — Sun, 03 Dec 2023 03:16:30 GMT

I've tried the new SIM Card in a few devices already. I've done this 3 times before and the old e-SIM always loses service but this time the e-SIM is still working. 😩

Re: e-SIM to Physical SIM.

softech — Sun, 03 Dec 2023 03:43:44 GMT

@Priority if the eSIM still working, try using the desktop/laptop and make the change. Many believe that glitch with non-desktop was fixed, but I am not 100% certain

Re: e-SIM to Physical SIM.

Handy1 — Sun, 03 Dec 2023 03:43:52 GMT

@Priority I think it should be done from computer on website I’m sure I’ve heard @softech mention Before there’s known issue for doing it on mobile device .

Re: e-SIM to Physical SIM.

Priority — Tue, 05 Dec 2023 06:40:50 GMT

I've done it Dozens, and I mean Dozens of times on the Mobile App before and this is the first time I've ever bumped into such issue. I do personally believe it was the Maintenance they did the other night which affected the Self Serve system and caused some bugs.. I mean it's always worked normally until now.

I messaged Support and they said there was a configuration issue with my New SIM Card and did something that took several hours however they we're able to get the New SIM working and my old e-SIM now says 'Unregistered SIM' like it should.

Hopefully that is fixed now, as I prefer to use the App for everything over the Mobile Website, I just consistently Clear Cache and Data which usually solves most issues.