Problems with forced eSIM upgrade

[poline54]

I received the email from Virgin telling me I had to upgrade my eSIM to ensure my service would continue.

I followed the steps - scanning the QR code, downloading the profile, and activating the eSIM from within my Virgin account. Still no service after a day so I decided to delete the profile from my iPhone to try downloading a new eSIM.

The info on 'eSIM Hub' within the Virgin Mobile portal suggests that a new QR code will be provided after doing this and refreshing, but still nothing. So now I am stuck with no eSIM on my phone and no eSIM available to download (I even tried manually adding using the server details as provided in the initial email but that didn't work either).

Can someone please help? I have had so many issues with SIM cards with Virgin Media it's absolutely infuriating. 

[Nathan_B]

Hi there @poline54, welcome back to our forum and thanks for your post.

I'm sorry to see that you are having issues with this new update. When you have checked the online portal does it not specify how long it would be before the new QR code is provided?

Let us know and we can assist further if needed.

Regards

Nathan

[poline54]

Thanks Nathan.

No it doesn't say anything about how long it will take for the next QR code in the online portal. It still has the "Your eSIM is now downloaded to your device..." status on the eSIM Hub.

[Nathan_B]

Thanks for confirming, so we can look into this further I am going to send you a PM to confirm your details.

Regards

Nathan