New Sim not Working converted to esim, that doesn't work either

[Barkey1988]

I got a new phone contract last night and the guy said he had requested my sim to be moved to a new one as it was an older sim card.

This still hasn't transferred over yet, I've tried convertign it to an eSim as my mobile supports it and i get the qr code and go through the motions of setting it up and selecting that esim as the device sim and still nothing from there too.

My old sim in my old phone however is still working.

[Debbie_G · Accepted solution]

Hi @Barkey1988.

Thanks for coming to the community.

As your old SIM is still working in your old phone, it sounds like the switchover hasn't completed yet.

What happens when you insert the new physical SIM into your phone? Does it show any signal or service?

When you set up the eSIM, does it install successfully on your device, or do you receive any error messages during the setup process?

If the transfer still hasn't completed, our customer support team will be able to check the status of this for you.

Debbie