Loss of service when upgrading to new iPhone

[Ptorsiello]

How did this get resolved ? 

[Christopher_G]

We don't have access to your account here, so it's really difficult to say, @Ptorsiello.

Our technical support team are in the best position to advise you on this.

Chris

[Ptorsiello · Accepted solution]

It got sorted !! Tech support Sami helped me ! 

solution: 

Put the sim back in the old phone , then factory reset the new phone. When setting up the new phone and prompted to transfer phone number or eSIM , DO NOT DO IT, just skip those steps and say ‘set up later’. You can then put the sim back in the new phone and it works. 

Moral of the story stay away from eSIM when upgrading … 

[Christopher_G]

Thanks for coming back to let us know, @Ptorsiello 

I chose the option for eSIM, when I upgraded and it worked OK. I'm not sure what caused the problem, but your solution is definitely correct if you're looking to keep using a physical SIM.

I'm glad you're up and running. 🙂

Chris