Esim support

Esim support

Esim support

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livefaisal
I'm a Contributor Level 1

Esim support

Hi

i am wondering if Fido is supporting esim on iPhone xs. If not when it will be possible for them to support. 

Accepted Solution

Re: Esim support

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Hey Community!


Just wanted to take a moment to share some good news today Smiley

 

Fido customers can now activate eSIM on their iPhone Xr, Xs, Xs Max, Google Pixel 3a or Pixel 3a XL! 

 

The activation of the eSIM on these devices must be done in a corporate Fido store. Our customer care can also activate, as long as it's for a BYOP line. 

 

Also, keep in mind that eSIM activations are only available on no-term activations at this time. 

 

One last thing to note is that the iPhone on which you're trying to activate the eSIM must have an Internet connection, either through WiFi or through the primary SIM. The connection is used to download the SIM profile to the eSIM.

 

We hope this helps! 

 

***Update*** As of 06/06/2019 you can now activate an eSIM with an iPhone Xr, Xs, or Xs Max on a 2 year term. 

 

***Update*** As of 10/17/2019 eSIM can be activated in any Fido Corporate store. Check out our store locator to find the nearest one. 

 

***Update*** eSIMs are available in all retail stores except Best Buy.

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118 REPLIES 118

Hey Community!


Just wanted to take a moment to share some good news today Smiley

 

Fido customers can now activate eSIM on their iPhone Xr, Xs, Xs Max, Google Pixel 3a or Pixel 3a XL! 

 

The activation of the eSIM on these devices must be done in a corporate Fido store. Our customer care can also activate, as long as it's for a BYOP line. 

 

Also, keep in mind that eSIM activations are only available on no-term activations at this time. 

 

One last thing to note is that the iPhone on which you're trying to activate the eSIM must have an Internet connection, either through WiFi or through the primary SIM. The connection is used to download the SIM profile to the eSIM.

 

We hope this helps! 

 

***Update*** As of 06/06/2019 you can now activate an eSIM with an iPhone Xr, Xs, or Xs Max on a 2 year term. 

 

***Update*** As of 10/17/2019 eSIM can be activated in any Fido Corporate store. Check out our store locator to find the nearest one. 

 

***Update*** eSIMs are available in all retail stores except Best Buy.



SD22
I'm a Contributor Level 1

I went to store at Richmond Centre and had a frustrating experience as well.

 

The associate was not able activate the eSIM and got the manager who told me I have to have a regular SIM with a second phone number (from Fido or other provider) before they can switch my number to the eSIM. He also said the eSIM from Fido will never work if I don’t have a physical SIM with another phone number installed on the phone.

Hello @SD22

 

I'm sorry to learn about your experience at the store.

I just want to make sure that I understand your requests here. You are looking to activate a stand alone ESIM? And you don't already have a phone number with us with a physical sim card on your current Iphone?

 

You do need a physical sim activated already in order to activate a Esim.

 

Let me know.



SD22
I'm a Contributor Level 1

Hello @FidoKenny,

 

Thank you for getting back to me. I already have an activated physical SIM card with a Fido number in my phone. I want to switch it to an eSIM instead.

 

@SD22

 

Thanks for the reply. I will simply need to gather more information concerning this and I will get back to you here once I get some news.

 

 

 

 

 



Hey Smiley @SD22 

 

I was able to confirm with our support team that the sim swap can be done at our stores.

 

I invite you to visit one of the participating stores once again so they can have that done for you.

 

Keep us updated.

 

 



ahmakki
I'm a Participant Level 2

Hi, is there any conditions for sim swap (from nano to esim) ? i didn't go to the store yet but i read it's only for new fido clients, BYOD or business lines ?  

Hey @ayahmakki! I hope you're doing well. Smiley

 

There are no conditions. You can do a SIM swap on an existing line that is on a term or no term. It can only be done in the stores listed above though.

 

I hope that helps!



navarro152
I'm a Contributor Level 1

Hi Philippe, 

 

I am in a term plan with you (Fido Pulse). I went to the store that you have listed in Montreal and they told me that is not possible to do it, unless it is a BYOD plan. 

And here you mentioned something that should be possible even if is a term or not term? I am understanding something wrong? 

 

Thanks

 

 

Hello @navarro152

 

Were you looking to do a Sim SWAP are an activation of a new line?


The reason why I'm asking is because for an activation, it will need to be on a BYOD plan.


A SIM swap however can be done on a term or no term plan.

 

 



navarro152
I'm a Contributor Level 1

Hi Kenny, 

 

Thank you for your reply. No, my intention is to keep my same active line, I have a pulse plan with you . But only change my active SIM card to an esim. Or maybe I am understanding wrong the term SWAP. 

 

Thanks

@navarro152

 

You can do a SIM swap on a line that is on a term or no term, like confirmed by Phil earlier on this thread.

 

This applies on what you are trying to do here.


There might have been a confusion at the store you went to.


I invite you to go back and keep ups updated.

 

 



navarro152
I'm a Contributor Level 1

Hello Kenny,

 

I stop by (again, my 3rd time) in the Fido flagship of Montreal as mentioned before in my previous message. They told me that is not possible to do the sim Swap, because I am under a contract with them. I mentioned them and showed them your message, and the guy told me, that they have this rule and whatever it say online they have to follow their rules. 

 

It it is kind of annoying this, and even if is a rule, I find it disappointing that the rule give preference to non FIDO customers or others than the ones that we decide to trust the company and get a term plan. 

ahmakki
I'm a Participant Level 2

Go to carrefour laval store , i went there and they did it in 5 mins , i have a two years contract and they were able to do it . Cost me 11.50 $

Hello @Mylo


Thank you for sharing your feedback on this. Rest assured that we definitely don't want this type of experience with any of our customers. We are always happy to go over the situation to get it fixed.

@navarro152

 

I would like to take a closer look at what happened at the store.


I'm sending you a PM to get this looked into. Hope to talk to you soon.



navarro152
I'm a Contributor Level 1

Hi all,

 

This message is to do a following up with the swap sims in Montreal. Thanks to the help of the people from the customers support from FIDO (Kenny and Claudia), finally in the Montreal flagship in downtown they are able to do the swap of the sims. They contacted the store (as I understood) and clarified the things with them (make the representatives of the store understand). While do I had an issue in the way that one of the representatives spoke to me, but this is not part of the topic. 

 

Thanks for the support guys, and if anyone wants to do a swap of the sim to an esim now is possible in Montreal. 

Mylo
I'm a Participant Level 1

That’s ridiculous to make you return and be turned away.

 

call customer service or send an email to the President and voice your concern.

 

There’s absolutely no reason to accept this treatment.

 

Do not relent.

navarro152
I'm a Contributor Level 1

Luckily the customer's support from here contacted me and did the work on communicating the Montreal store. But I was planning to follow your advice.

 

Now the issue is solved, thanks

navarro152
I'm a Contributor Level 1

Hi Kenny,

 

Thanks, I will go again to the store here in Montreal. And I hope that this time they will have the proper information. Thanks a lot for your support. And I will keep you updated. 

cdast
I'm a Participant Level 1

I have gone to the Richmond store and they say that e-sim can only be activated on a bring your own device plan.

 

I called Fido to change my plan and they said no need to do that as esim is available on all plans. Term or no term for existing lines. This is based on the information provided by @FidoPhilippe on this forum.

 

I then went to the Surrey store and they said no they can’t do it as it’s only available on bring your own device plan on new activations.

 

I need someone from Fido to figure this out and come out with a definitive answer. This is a huge waste of time for your customers. 

 

Im getting fed up and will just dump my line and go to Bell. Fido, get your act together and come out with a FINAL answer please.

drycold
I'm a Participant Level 3

I called the Guildford store yesterday and they said they cannot activate e-sim.