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Fido network selection and esim issues

I'm a participant level 2
I'm a participant level 2


I encountered an issue while traveling in Korea with my esim. I temporary deactivated my fido service. But suddenly despite multiple phone restarts, the esim failed to operate. So I just reactivated fido, but I noticed the option “add esim” had disappeared from the cellular settings(it usually shows 2 numbers; one is fido[origianl number], the another is esim number. But they are all gone). Furthermore, in network selection, the Korean carrier kt is detected instead of fido.

Although I attempted network resets and iOS updates, the issue persists. Could you please advise on additional steps to address this matter?





Senior MVP Senior MVP
Senior MVP

Hello Mjko0927,


  Sorry to hear you're having issues with your eSIM. However, could you please clarify what you mean by this statement?


@mjko0927 wrote:

... I temporary deactivated my fido service.... 

  Had you temporarily suspended your services through Fido or did you attempt to disable the Fido eSIM on your phone?


  Unfortunately, I'm not familiar enough with iPhones to understand the functionality of its eSIMs. However, did you somehow deactivate the eSIM or disable the eSIM. To my understanding, deactivating the eSIM would mean it would no longer be available for usage. On the other hand, disabling the eSIM would temporarily suspend its usage until it is re-enabled.


  If you temporarily suspended your services through Fido, you would need to re-enable your services through them. Though, your suspended line should still appear on your device.


  It appears you are currently in Korea. If that is the case, it would be normal for the phone to identify local networks. Fido would not show as an option as they do not operate any networks outside of Canada. Any usage abroad would be roaming on foreign networks.


  If you had deactivated the eSIMs, you may need to purchase a new eSIM. Unfortunately, I'm not sure if it is possible to activate an eSIM outside of Canada.


  You might also consider contacting Apple support to see if they have any information regarding your situation since both of your eSIMs do no longer appear.


  You should note that these forums are community-driven and not intended as a venue for customer services. If you wanted to discuss your issue, you would need to contact customer service. I understand you may currently be abroad. They do have a number to call from outside of Canada. 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 😀