ESim QR Code not working

[craigchisholm63]

Hi - I’ve lost SIM service/data on my phone. I’ve been on an ESim for a pretty long period of time. There have been a couple of updates. These have been notified by text msg first, followed by an email with a QR code to scan and update ESim. The current email I have with QR code isn’t working - help! I’ve had no service for over a week. Can anyone assist! can virgin send an updated QR code that works?

[Nathan_B · Accepted solution]

Hi there @craigchisholm63, welcome back to our forum and thanks for your post.

I'm sorry to see you have not been able to download the new esim onto your phone due to the QR code not working.

I would advise logging into your online account here then hear over to the 'My Account' page where you should be able to see this QR code to enable you to download your esim.

If you need any additional support with this please let us know, we will be happy to assist.

Regards

Nathan

[craigchisholm63]

Thanks Nathan - I’ve already had a good search over my online account, including the ‘plan and device’ section. Maybe I’m missing something, but I can’t seem to locate the QR code. Could you give some directions please?

[Steven_L]

Thanks for coming back to us craigchisholm63. 

Please could you call into the team on 789 from a Virgin line or 0345 600 0789 from any other line and they will be happy to look into this further for you.

Kind Regards,

Steven_L

[Regalgal]

Apparently they’ve stopped offering esim and didn’t tell us! I just found out cause I upgraded my phone and now have to go back to carrying two handsets 😡

[Reece_MH]

Hi @Regalgal,

I'm really sorry to hear you've had problems with the eSIM service. Unfortunately, the eSIM service is something that we don't currently support. This is because of the ongoing network migration from Vodafone to O2. However, we will be offering eSIMs to all customers again in the near future.

I'm sorry for any inconvenience this may cause in the meantime. If you are looking for an eSIM sooner, you may find it easier to take out a service with our pals at O2 - this does also come with some additional benefits if you're also a Virgin Media customer. You can find out more here.

Thanks,