eSim device swap to Pixel 11 Pro not fully provisioning (cannot receive calls)

Just adding a +1 as someone also experiencing this issue. 10 days and counting. I use both eSim and physical SIM, so can't just switch to a physical SIM because the slot is used.

Has this issue been resolved yet? I still have issues receiving calls - internet and outgoing calls working fine.

Only solution at the moment is migrating to a physical SIM, I moved across this morning and incoming calls work again.

Hey Martin, any update?

This seems to be getting worse, I'm now unable to make outgoing calls as well. LOL

Martin 600+ views on this topic... Any news?

Anyone from Lebara on this group? Can you at least give us a status check on this issue?

As the OP, my issue is resolved - but only by swapping to a physical SIM. Appreciate that some of the others on this thread can't do that. This needs to be a high priority item with it specifically mentioned on the website when you go to order the SIM. Has anyone reported this to Google?

Hi everyone I'm still waiting on an update on the eSIM compatibility with the Pixel 11 Pro. It's currently with the product team and I've chased it up today. I'll drop you all an @ mention once I have update which I'll share in this thread.

Hi Martin and all.
Thought I'd give a final update before I walk out the door. After 3 weeks of inability to receive calls and SMS with no end in sight, I'm switching networks.
Timeline of events:

1. Got a new Google Pixel 11 Pro on 26 August as an upgrade from Google Pixel 10. eSim was working fine for months on Pixel 10.
2. Requested transfer of eSim on 26 August. Phone calls immediately unable to be received.
3. Some text messages continued to work - notably "Lebara Voicemail. You were called by this number". This is how I found out.
4. I contacted Lebara Customer Service. They told me resolution will take 2-3 days, you will be contacted. This did not happen.
5. After about a week, I found this thread. Martin seemed to be giving regular updates and responsive. Had hope that a resolution was coming.
6. After another week, Martin stops replying in this thread. I give up hope on the eSIM and order physical Lebara SIM on 9 September. Arrives 11 September.
7. I contact Customer Service on 11 September to request SIM transfer (eSIM -> pSIM). Told it will be completed in 24 hours. It was not.
8. I contact Customer Service on 12 September to ask for update. Team involved do not work weekends, it will definitely be done on Monday. It was not.
9. I contact Customer Service on 14 September. "It will be done 24-28 hours after a technical team review and approve it". Cannot get any information about when it will be reviewed and approved, so this timeline means nothing. Cannot be escalated, even though I requested it.
10. 15 September Martin finally replies after I nag in another, unrelated thread. No concrete actions and timelines after 3 weeks.
11. 16 September I get my PAC and move out.

Through all of this, the impact has cost me money due to using my phone number as the banking MFA number for myself, my wife and my parents who I manage their financial accounts. I can't access these accounts to move money around, and I was strung along being told a fix was coming. I explained this impact to the CS team to request escalation, but no help was offered.
I was a happy Lebara customer before, but these types of experiences put you off a company for life. Putting this out there for Lebara, Lebara customers and Lebara potential customers to see.

This is really disheartening to see from Lebara, I'd just like to add my own bad experience to this: I switched to an eSIM on my new Pixel 11 Pro XL back in August not realising it apparently isn't a supported device on Lebara. Some time in the past week (as on 2026-09-19) I've stopped being able to receive short code SMS messages (for 2FA on some of my services). I spoke to a representative called "Kiran" on their live chat just now who after spending a long time investigating simple told me my phone wasn't supported and when I tried to ask for more details and a solution to my issue they proceeded to spam their "I haven't heard from you for a while. Are you still there?" canned responses and disconnected the chat despite my further messages.
I've never heard of a mobile network not being able to support a modern phone from a popular brand like this. Unreal!

It's been over a month since this issue was first brought to notice, and there's still no resolution. Until recently, I was at least receiving messages, but it seems that the service has also stopped. I don't understand why it's taking so long to resolve this issue. Also, Lebara's lack of proactive communication makes this process even more infuriating.

Thanks everyone for your patience while we investigated this issue.

I’ve received an update from our technical team regarding the call issues: This specific handset model is not yet approved for eSIM compatibility on our network, which is why it hasn't been added to our compatible device list yet.

We are investigating and attempting to resolve this issue. In the meantime, please reach out individually to customer support so they can apply a temporary fix to get your phone calls working properly while the wider issue is investigated and resolved.

Hi Martin, thanks for your response. However, does the support team know about this temporary fix? Doesn't seem to be the case - I reached out to the support team yesterday, and they were unable to get this fix pushed through. Is there a specific fix or assistance we should request? It's getting very challenging to manage without a working phone (no incoming and messages have stopped as well) for this long.

I'll reach out to the customer support team to get more information Nadeesh.