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2 posts

Wannabe Geek

#268457 20-Mar-2020 14:32
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Hello Geekzone.
This is my first post and unfortunately I am here because I am having a bit of trouble getting Spark to activate my esim (number ported from Vodafone).

I decided to leave Vodafone and get the new S20+ and new postpaid plan with Spark.
The reason being is that I wanted to use an esim and use the sim slots for another sim and an sd card.

The port went through 2 days late and Vodafone cancelled my account and confirmed it was now in Sparks hands. Spark sent me a QR code for the esim, so I scanned the QR code about 500 times but it kept saying "plan not ready".

Contacted spark and they apparently put me through to the technical team who cancelled the original QR code and sent me a new one. This one let's me add the plan, however there is no service. "Emergency calls only" & "Sim 2 not provisioned"

I go into a store yesterday. The girl helping didn't even know Samsung could use esim until I told her. She claims to have cancelled the 2nd QR Code and then she gave me a physical sim card and told me to wait 4 hours for it to fully activate. I waited 6 hours and returned to the store and she had emailed the "technical team"

After using Facebook, live chat, going in store and calling, I kept being told to wait 4 hours and then when they see the sim is not active "we have emailed our technical team". 2 weeks of this has driven me insane. No one really seems to know how to fix this issue.

I have been without my number for 1 week now an as you can probably imagine its incredibly frustrating getting no answers.

Is there anyone from Spark that could solve this and help me out?

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319 posts

Ultimate Geek

  #2442377 20-Mar-2020 17:49
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This isn’t going to help you, but I also had issues with eSIM.

I recently had to move devices and had plenty of runaround from Spark over eSIM. First CSR - no it can’t be done, need a new number and plan. Second CSR - no can’t be done, only one eSIM per number, need a physical SIM instead now. Third CSR - just scan the QR code you originally got and it will work. Fourth CSR - no idea how but sure it can be done, come back another day. Fifth CSR - yes it can be done, tried three times with three new QR codes, couldn’t get it. Sixth CSR - yes but it’s a mission to do. Turns out it required moving to a physical sim and then generating a new QR and scanning that.

Point is, I’m not sure the frontline teams are adequately trained in the eSIM product and process. That said I work for an organisation not too dissimilar to Spark and I know how incredibly difficult it is to get your frontlines to read their comms and do their training. Not to mention how hard it is (as a frontline team member) to remember everything you need to - especially stuff you don’t touch every day.

Ant  Reformed geek | Referral links: Electric Kiwi  Sharesies  Stake

2 posts

Wannabe Geek

  #2442386 20-Mar-2020 18:02
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Sounds pretty similar to what has happened with me. The issue now is that the sim card is not working either.

The front line staff are great and can only do so much.

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