Trying to move to eSIM, but One won't allow it without physical visit?

Forums › One NZ (including Farmside) › Trying to move to eSIM, but One won't allow it without physical visit?

Aaroona

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#306306 12-Jul-2023 05:58

I contacted One/Vodafone via their online chat to start my move to an eSIM, as I need to have a second SIM in my phone.

I was advised that they can't sent me my QR code and that I need to visit a physical store. This is despite the fact you can order a new eSIM online for a new account?

Why are One/Vodafone forcing people into their stores? I can't make it into a physical store for a few weeks. Is there anyway I can get this sorted without having to go in?

Goosey

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#3102975 12-Jul-2023 06:48

Where are you seeing online that you can do this online?
all I can see is this…

Get your eSIM now. You can buy an eSIM for your Pay Monthly mobile connection online, or from a One NZ store near you.

We will do the activation for you

If you already have a SIM card with One NZ, see us in store to switch to eSIM. Available for Pay Monthly and Prepay connections.

Before you arrive:

Transfer your contacts and other information as only your mobile number is transferred to the new eSIM (to find out how, search for ‘import contacts’ in your device guide)
Check that you have a current photo ID with you (a driver's license or passport for example).

edit; I’m guessing by asking you to go instore it’s a security step to ensure you ain’t doing any funny business with a sim that’s not yours from the onset etc etc.

Aaroona

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#3102976 12-Jul-2023 06:53

Goosey:

Where are you seeing online that you can do this online?
all I can see is this…

Get your eSIM now. You can buy an eSIM for your Pay Monthly mobile connection online, or from a One NZ store near you.

It says there that you can buy the eSIM online. And when I queried via the online chat the CSR, they said "did you receive the QR code via email to activate your eSIM?"

So they clearly can do it, but seem to have limited it to only new connections?

We even went through all the verification questions... Name, pin, account number, email address, etc., which they used for Identity proofing when I signed up with them. Which also at the time of signup, used my Passport or drivers license. So they should have everything they need.

MaxineN

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#3102977 12-Jul-2023 07:00

New connections and new accounts = can purchase esim online as they're a new customer.

Existing customers = sim swap so physical visit is required as all sim swaps require photo ID(nobody wants fraudulent sim swapping to occur, we also have to sight the ID there and then in person), front line on the phone can't complete this. Retail reps can and know how to swap to esim.

Understand the frustrations however I'm only the messenger in the rules for sim swapping.

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Dynamic

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#3102978 12-Jul-2023 07:01

I'll second @Goosey that this is likely a security step.

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Aaroona

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#3102979 12-Jul-2023 07:10

MaxineN: New connections and new accounts = can purchase esim online as they're a new customer.

Existing customers = sim swap so physical visit is required as all sim swaps require photo ID(nobody wants fraudulent sim swapping to occur, we also have to sight the ID there and then in person), front line on the phone can't complete this. Retail reps can and know how to swap to esim.

Understand the frustrations however I'm only the messenger in the rules for sim swapping.

If new customers can sign up and get an eSIM, what identity proofing are they performing for that new customer to ensure someone isn't opening an account in someone else's name?

It seems weird to me that the same identity proofing information that would be required during the signup to a monthly plan (such as drivers license, utility bill, address verification, etc.) can't also be leveraged for existing customers without forcing them to a store?

There are plenty of identity verification services that provide facial recognition matched against a passport in seconds, or even if it were to be done manual, allowing a customer to upload the information and have it sighted by a rep.

I understand the sim swapping risks, but physical presence in a store is old hat these days and this provides a disjointed customer experience when compared to the new customer journey.

konfusd

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#3102982 12-Jul-2023 07:30

Simjacking is one of the main concerns; that risk profile for new (to us) connections is far smaller:
- Brand new numbers won’t be set up as SMS 2FA for anything
- Port requests have additional checks in place, as you have to provide additional account information and authorise it by txt (ie only if you’re already in control of the number)

I’m sure there is more to it but that’s a clear reason in my mind why we have this restriction.

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dylanp

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#3103246 12-Jul-2023 15:23

Can your new provider give you an esim? Last week I needed more data so bought a one week travel esim instead of a data addon.

Aaroona

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#3103472 12-Jul-2023 22:00

dylanp: Can your new provider give you an esim? Last week I needed more data so bought a one week travel esim instead of a data addon.

Thanks for the suggestion, but unfortunately not. I am using a friends spare SIM card while abroad.