Optus eSIM in S24 Ultra

[AU_S24_User]

Took delivery of my S24 Ultra on 29.01.24.

Moved everything over from my S22 Ultra and then went to my eSIM activation email, clicked the link, went into the My Optus app and since then, my eSIM order has been pending.

Tried to move it from an eSIM to physical SIM the store gave me.

Still nothing. I'm having to use both phones until I can get my number moved to my 24. I still have no active mobile service in my 24.

Apparently (this is what I was told anyway) they should not have allowed an eSIM to be requested with an upgrade. Due to the data breach, they have changed processes.

Because their technology support don't work weekends or some rubbish, I am still unable to use my 24 Ultra to its full capability.

Has anyone else had this BS run around from Optus??? I just want my number to be moved to my new phone!! ARGHHH!!

[Dolgogi]

Are you able to visit a store?
I think under the circumstances, that would be the best option.
And an Optus store, not sure an Optus reseller can help.

[AU_S24_User]

I have been into two. The first gave me a physical SIM and told me there was an order stuck and only support could help me. They can't do it in store (and yep, I only go to stores, not resellers 😊)

Second level support were meant to call me before 6pm tonight. I never got a call. I called and was kicked off the queue when they closed.

The 2nd store just flat out said they couldn't help me until the pending order was cancelled.

I'm beyond frustrated. Someone is waiting to take my S22 and this is holding it up.

The very first time I called them about this was Tuesday and the support person said it was a "known problem with Android 14 and I would need to wait 24 hours and all 24 users were having the same problem". I thought that was a load of rubbish so I called back and was told a request will be sent to cancel the stuck order.

🤦 🤦

[Dolgogi]

Bugger, sorry to hear that.

Would think if it's a known issue, as they claim, it would be a priority 🤦 ♂️

[AU_S24_User]

That's why I called back and got someone who didn't lie to me haha

[djrules24]

I've been stuck with this for nearly 2 weeks as well. Finally went to the store, bought a physical. Called Optus customer support told them to "cancel pending esim order" and then told them the physical Sim details to link it back to the card. This is what worked. Hope it helps

[AU_S24_User]

Cheers, I am glad to know it's not just me!

That's what I've asked for, but the order is stuck apparently, and it needs to be cancelled. I've been told it will work after that.

The trick is getting them to actually do it 🤣🤣

[RannmaSaotomeS]

Esims in Australia are usually problematic, especially from optus.

Even when not, sometimes the systems are waiting for one thing to be done before another thing to be done, so waiting for an estimate to be done, you can do anything till it's done

[AU_S24_User]

It was so flawless last time. But it is all fixed now because of their "activate within 5 days or we cancel the request" process.

If the order really was "stuck", I'm not sure how the automated process was able to cancel it 🤣

I'm just glad it is fixed now, through absolutely zero help from the "Senior Expert" that was managing my case.

[CCH000]

optus…pending my sim for a week(5 days after the complaint)after changing plan last April. Only compensated me for the cost of a temporary prepaid card the store gave me.
Ported to Telstra right after that.