Unable to get eSIM for iPhone 13 Pro Max

[Atomfix]

Hi. I haven't long took out a new contract with Virgin and got a iPhone 13 Pro Max. I tried calling 789 and asking for a eSIM. They said it's not possible right now.

I tried requesting a eSIM by logging into my account and got this error message

"Unfortunately we can’t offer you an eSIM right now. Give us a call on 789 from your Virgin Media phone and we can chat through your options."

I'd like to use an eSIM if possible. If the phone is lost / stolen, anyone could remove the physical sim. Not good for an expensive phone.

[Ayisha_B]

Hi @Atomfix,

A warm welcome to our Community Forums and thanks for your post. 

I do apologise but it would appear you don't have a compatible device which is why you've not been able to request this. 

We have some info on the devices that are compatible here

I trust this clarifies things but do let me know if you have any other questions.

[Atomfix]

Hello. That list will need updating. The iPhone 13 Pro Max supports eSIM. I have the option open right in front of me. The phone is waiting for a QR Code as I type.

[enlli]

That list is a bit out of date. We know eSIM work on the 12 which is not listed

I suspect the issue of eSIMs has been paused pending changing suppliers.

[Ayisha_B]

Aah apologies for any confusion caused! I will get that fedback right away.

There's some help here, if you need it, on what to do once you've received your QR Code. 

Let me know if there's any further issues. 

[Atomfix]

Yeah your probably right there. But also frustrating at the same time. Would be nice to get the added benefits of security that comes with an eSIM.

[Nathan_B]

I can certainly appreciate the frustration, this has been fed back to the team so the correct information is shown.

Regards

Nathan