If you’re having trouble getting your eSIM activated and you’ve basically fallen through the cracks during an update or system change, I’d recommend trying both the support chat and the ticket system.
There seem to be two different chat options now, which is a little confusing. One is more like talking to an actual person, but the response time can be quite long. The other is more automated, almost like an AI/robot, but it allows you to create a ticket.
I was using the app when I went through this. However, if you can’t download or access the app because of the location of your phone, you don’t have a SIM/eSIM working yet, or you’re otherwise unable to use the app, use the website instead. You shouldn’t need to rely entirely on the app if the problem you’re trying to solve is getting your eSIM activated in the first place.
When you contact support, I recommend being extremely specific. Don’t just say that your service isn’t working. Explain that you need customer support to activate your eSIM, that you cannot download or access the app, and that the available chat support has not been able to resolve the issue.
Something along the lines of:
«“I need customer support to activate my eSIM. I’m unable to download/access the app because of the location of my phone, and I have not been able to get adequate assistance through the chat. I’ve already explored the available options on the website and I’m stuck. I need someone to manually assist me with getting my eSIM activated.”»
I’d also recommend explaining why you’re unable to use the app rather than simply saying that you can’t use it. That makes it clearer that you aren’t refusing to use the app—you’re actually unable to use it because of the circumstances.
Keep your ticket numbers, screenshots, and copies of your conversations. If you get transferred to another representative, give them the existing ticket number and explain what has already happened. This can prevent you from having to repeat the entire story over and over.
If the first chat doesn’t resolve it, don’t immediately assume that there’s nothing else that can be done. Ask specifically for the issue to be escalated to someone who can handle eSIM activation. The important part is making it clear that you need an actual resolution, not another generic troubleshooting guide.
Be polite, but be persistent. In my case, it took about two days before I finally got someone who could actually help me. So it may take some patience, especially when you’re dealing with an eSIM problem and you can’t even get into the app that you’re being told to use.
The biggest thing is to make your situation very clear:
You need an eSIM activated → you cannot access the app → the chat has not resolved the issue → you have already tried the available website options → you need a real support representative to take ownership of the problem.
- That gives the support team a much clearer picture of what is actually wrong and what you need them to do.
