Transfer esim to new phone

[Andynic2]

I have had esim with virgin mobile on my iPhone 11 Pro since October 2022. 
I decided to upgrade to iPhone 13, and in an effort to transfer my esim, I text READY to a number which deactivated my esim and now I’m unable to activate the esim profile on either of the handsets. 
Is there no way for virgin mobile to reactivate my esim?
This is a deal breaker for me, my work line can only have a physical sim so if Virgin can not give me the esim back then I’ll have to go to another network that does offer esim. 

[Reece_MH]

Hi Andynic2 👋

Thanks for your post, and a warm welcome to our Community Forums.

I'm sorry to hear you've had some trouble with your eSIM profile on your devices. Just to confirm, are you seeing any specific error messages when attempting to activate this? Have you also received a new QR Code, or are you attempting to use your previous one?

Thanks,

[Andynic2]

When I go to settings>mobile data>add esim, it says transfer not supported. 
I tried scanning my old qr code but I get an error saying unable to activate esim. 

[Reece_MH]

Thanks for confirming, Andy. If you've texted the word "READY" as part of a SIM Swap, this would have cancelled your previous eSIM QR Code completely, which is why it cannot be activated or transferred.

We can certainly look into re-issuing a QR Code for you to use on your handset. Please look out for my private message in the top-right, purple envelope.

Thanks,

[Andynic2]

For anyone else who has a similar issue, Virgin Mobile could not resolve this for me despite the above post saying 'We can certainly look into re-issuing a QR Code for you'.
Unfortunately, I have no option but to leave the network.
This has been a very frustrating experience for me, lots of time wasted and as a result, I will be going on holiday without my phone as my old device cannot have the old esim reactivated.
I would not recommend calling VM over the phone, that is 30 minutes I'll never get back, and it took the community team a full day to get back to me via private message.

[Gareth_L]

Hello Andynic2,

Sorry we are unable to arrange Esims over our community.

I did advise calling our Sales Team to arrange this, if you did need to try it is 0800 183 1234.

Gareth_L

[Andynic2]

Hi Gareth,
let me be clear so others who have the same issue do not have to go through what I went through.
- I called Virgin Mobile Sales first, they did not understand my request and could not help me (this took over 30 minutes)
- Community could not help me (this took a day)


If community replied yesterday saying it could not be done, that'd be frustrating but understandable.
I could have then just gone to my local shopping centre and brought a phone from a network who could offer this.

Instead, I was advised 'We can certainly look into re-issuing a QR Code for you' which was a huge relief, I'm going on holiday tomorrow and I was panicking, thinking I would not have my handset...But then you didn't reply to me and left it until today, too late for me to sort anything else out (I'm working and no chance to make the shops before they close).

I now have a holiday where I will not have a phone so no communication, no photo's, videos etc.
I feel really let down over this whole process, if only VM told me 2 weeks ago when I ordered that I would not be able to use my existing esim...

[Gareth_L]

Thank you for replying Andynic2.

I am sorry as this is not possible and you were mis informed.

Gareth_L