Is it possible to transfer eSIM to a new phone without going instore?

Forums › Spark New Zealand (including Skinny and BigPipe) › Is it possible to transfer eSIM to a new phone without going instore?

Davout

111 posts

Master Geek

#289723 25-Sep-2021 09:38

Hi,

Trying to get my number ported over from an eSIM on the iPhone 11 Pro Max to my iPhone 13 Pro Max.

Spoke to a person from Spark on the phone, he said it's a fairly complex process first they'd have to transfer the eSIM to a normal SIM and then as an eSIM to the new phone. Is it really that hard?

Not too keen on going out during Level 3 to get it sorted in store..

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#2784052 25-Sep-2021 09:45

I don't know for sure, but I'd be amazed if it's that hard. The whole point of eSIM is that it's, well, e. Even CDMA wasn't that tricky.

migrif

80 posts

Master Geek

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#2784073 25-Sep-2021 10:27

I just spoke to someone on a Spark Cooperate Plan, they've got to wait until Monday to have their e-sim transferred.

It's a shame because overseas there's the option to transfer e-sims between phones within the OS.

EDIT: I was told awhile back, this was to protect against "Sim Jacking".

l43a2

1779 posts

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#2784075 25-Sep-2021 10:31

migrif:

I just spoke to someone on a Spark Cooperate Plan, they've got to wait until Monday to have their e-sim transferred.

It's a shame because overseas there's the option to transfer e-sims between phones within the OS.

EDIT: I was told awhile back, this was to protect against "Sim Jacking".

Sim Jacking is a pretty serious issue overseas, so it's good that they are taking a different approach.

Jiriteach

1119 posts

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#2784206 25-Sep-2021 15:36

Spoke to a ton of people who all gave me different answers. Eventually popped into a Spark store in Wellington.
Had to wait for ~ 30 mins given COVID restrictions!

Guy did the transfer in 2 mins after he checked my ID and I check that I recieved the new QR code and my mobile dropped of the network.

No consistency and so much confusion for something so simple!

Signup for the esim was super easy online!

-- opinions expressed by me are solely my own. ie - personal

stw

64 posts

Master Geek

#2785394 28-Sep-2021 07:57

Does anyone know a way of getting a esim? back onto a new phone on Spark..

Spark customers service have no idea Ive spent an hour on the phone and been into the Ponsonby Store yesterday and still no luck..

It seems to be impossible under level 3

Jiriteach

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#2785396 28-Sep-2021 08:00

stw:

Does anyone know a way of getting a esim? back onto a new phone on Spark..

Spark customers service have no idea Ive spent an hour on the phone and been into the Ponsonby Store yesterday and still no luck..

It seems to be impossible under level 3

You need to go into the store - they check your ID and reset your sim and email you a new QR code. They might be able to make an exception if you are outside the country or in lockdown but its hard. Message the Spark Team on Twitter and see if they can assist. I eventually just went into the store and it took 2 mins!

-- opinions expressed by me are solely my own. ie - personal

stw

64 posts

Master Geek

#2785400 28-Sep-2021 08:12

I tried this yesterday went to the Ponsonby Store they took a photo of my Driver license and the guy txted me his email address I sent him my account number and mobile number. He said he would call me back later to set up my esim.. That was yesterday still nothing..

The first time I got a esim from Spark they just sent me a email with the QR code.

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Jiriteach

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#2785401 28-Sep-2021 08:14

stw:

I tried this yesterday went to the Ponsonby Store they took a photo of my Driver license and the guy txted me his email address I sent him my account number and mobile number. He said he would call me back later to set up my esim.. That was yesterday still nothing..

The first time I got a esim from Spark they just sent me a email with the QR code.

Yup - it was simple first time around. They need to remove the sim bound to your mobile so that it can be re-setup. Can only think the guy forgot or got too busy!
Its a real pain for something so simple especially when the original setup was easy.

-- opinions expressed by me are solely my own. ie - personal

antonknee

1133 posts

Uber Geek

#2785435 28-Sep-2021 08:50

It's pretty appalling and disappointing Spark haven't got this sorted out.

It is possible to transfer an eSIM from old phone to new phone within the OS itself, during the setup process, but clearly Spark don't support this. Similar to the transfer of other data from the old phone to the new phone - this is quite secure as you confirm the transfer on the old phone while it's sitting next to the new phone.

Classic Spark though - roll out something half baked (read MVP) and never go back and sort it out. Given their huge push towards self-service and digital channels, it's just plain dumb that you have to visit a store to achieve something quite simple. Also like I keep saying, it's a shame none of the other telcos have bothered to sort eSIM out (and implement it better than Spark).

But I won't bother going in to a Spark store. Spark can have my thirty days notice (another stupid issue) and I'll just go somewhere else.

dt

1152 posts

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#2785438 28-Sep-2021 09:01

l43a2:

Sim Jacking is a pretty serious issue overseas, so it's good that they are taking a different approach.

Up until a few years back, the company I was working for at the time, the helpdesk had the ability to do sim swaps via our mobile providers portal then out of nowhere the option was taken away.

When I caught up with our account manager he said they were approached by a couple of big banks asking them to stop doing it.. turns out this was a pretty significant amount of corporate fraud happening via sim jacking..

boosacnoodle

963 posts

Ultimate Geek

#2785497 28-Sep-2021 09:46

Under Alert Level 4 Spark were doing eSIM transfers over the phone. I was surprised as this hasn't been the case for quite a long time. They don't need to put it on a physical SIM to then put it back on an eSIM. It can all be done in under 5 minutes if the rep knows what they're doing.

stw

64 posts

Master Geek

#2785517 28-Sep-2021 10:39

Nothing seems to be working after another phone call and email the QR code they sent doesn't work..

midiii

20 posts

Geek

#2786315 29-Sep-2021 13:53

I've had a worse experience given I am in Sydney and wasn't able to go into a store. The chat guys couldn't help as they had no idea really.

Ended up calling the roaming support and after some verification I got sent a QR code on email and was up and running 5 minutes later. Certainly was a sigh of relief from me after that as I was worried my NZ number would be inactive.

Best to call to get results. My first time setting up the esim didn't come through and a quick call and they sent me one via email shortly after.

midiii

20 posts

Geek

#2786318 29-Sep-2021 13:55

All that being said they really need to build a sim swap feature into their app so you can get a new esim without difficulty.

The few times I have used carriers that do that is an amazing easy experience for what should be an interaction (with humans) process.

Davout

111 posts

Master Geek

#2787888 1-Oct-2021 19:42

Jiriteach:

stw:

Does anyone know a way of getting a esim? back onto a new phone on Spark..

Spark customers service have no idea Ive spent an hour on the phone and been into the Ponsonby Store yesterday and still no luck..

It seems to be impossible under level 3

You need to go into the store - they check your ID and reset your sim and email you a new QR code. They might be able to make an exception if you are outside the country or in lockdown but its hard. Message the Spark Team on Twitter and see if they can assist. I eventually just went into the store and it took 2 mins!

I got an appointment to get the eSIM transferred at a Spark store.

They refused to transfer over the eSIM and gave me a normal SIM card instead. Told me to get an eSIM after the lockdown.

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