October
So were do i begin, i sold my iphone 13 pro and cleared my esim from that phone before i bought the new device i wanted. i called in to customer support once i bought the new device and the customer support person ordered an emailed sim card to me which only comes in after 24-48 hours in business day times. I did not request for her to do this as i needed the sim card for the long weekend, because of her actions im unable to active a new sim card with the same phone number leaving my new phones bricked because of no access to gmail or any services i pay for. i now have to wait 5 days as apposed to the same day if she would of just told me to visit a location which were open that day. im extremely dissappointed and after escalating it to managment nothing could be done no one could email me a esim qr code faster and this should all be resolved and was handled super poorly. Im leaving for vacation in a few days and needed the sim asap because its my wedding and i needed to clear a large payment overseas but no sympathy was given and everyone seemed to not know what to do in this situation the website assure you but this is all false info! please get a rep to contact me asap via email and let me know if anyone else has ever experienced anything else like this a big mistake and very costly to me as a customer. seriously thinking of changing services as everyone seemed to imcompetant to handle a situation of this magnitude.
October
Hello FwefWEeeee,
Welcome to the community!
Sorry to hear of your situation. You should note, though, these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts. In addition, you should also note that Fido does not offer customer service via email.
I understand you are upset with the situation. However, the situation you are experiencing is not entirely the fault of customer service. You cleared your existing eSIM and sold your phone before obtaining a new one. While I understand that selling an old phone before purchasing a new phone may be financially prudent, it does have unanticipated consequences. That decision was yours, not customer service. If your new phone is an iPhone, you might have been able to transfer the eSIM to your new device (see here).
That said, I also understand you have ordered another eSIM. However, I believe you might need to go a store in order to activate it. As far as I am aware, in order to update the SIM (physical or eSIM) information on your account, you would need to receive a verification code sent to your phone number (old eSIM)(see also here). That requirement is to prevent SIM-swap fraudulent activity. Unfortunately, since you no longer have your old eSIM, you will likely need to update the information in-store where they can verify your identity.
I further understand customer service may not have mentioned the need to go into a store location to update the SIM information. However, they may not have been aware of your situation. Customers usually can update the SIM/eSIM information online -- provided they can receive the verification code.
If you wished assistance with your matter, you would need to contact customer service again. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
Hope this helps 😀
Cheers