Moving from a Lebara sim to eSIM today. Still no QR code.

Hi,
Am I correct in assuming the email with the QR code should be sent and installed before the port day? That makes sense to me and is what the text messages say, but the last CS person I chatted with is insisting the QR code can’t be sent until after the port is completed.

Port day is today. No phone signal and no QR code. Various chats and a phone call with CS over the last two days trying to get the QR code, with different information. How hard can it be to get the QR code (or even a link) to me via email or text message?

Update:

Update:

Day 3 of trying to sort this out. I’ve now been without my Lebara phone for about 29 hours, in an entirely avoidable, self inflicted situation from Lebara.

Still no eSIM email with the QR code needed to install the eSIM on my phone, and my SIM has now (presumably successfully) been ported to the eSIM. I contacted CS the day before, suggesting I should have received the email and was put off saying there was no need to worry and I’d get it in time. The following day I was told by numerous CS agents in chats and a live call that I just needed to be patient and I wouldn’t get the email until after the eSIM was active - I needed to wait until midnight. I tried to cancel the port, but was told it was too late and I needed to contact them the day before. Ha! The old Indian-like support from 15 years ago: no escalation, just delay tactics to put it on someone else, or hope you give up. They even used the tried and tested tactic of finally agreeing to escalate and then dropping the call a few seconds later when I actually spoke to them on the phone before my line went down.

After trying to resolve the problem myself I now understand that I’m not getting any technical / system generated emails from Lebara (or more likely Vodafone - for those that are unaware, Lebara is a Mobile Virtual Network Operator (MVNO) running on the Vodafone network). If I try to change my email address, for example, it sends an email to my current email address with a code to prove I have access to the old email. I don’t get that email. So, I’m extremely limited in what I can do on my account. I still get marketing emails from Lebara. I think it’s because my email address ends in xxx.uk. In desperation, yesterday I set up a eSIM from VOXI, a subsidiary of Vodafone. The whole thing was up and running in about 5 minutes, so I’ve been using a new number from that network on my phone since then. Interestingly, when I tried to use my xxx.uk email address (as used with Lebara) they wouldn’t allow it saying the email address is invalid, so I had to use the xxx.co.uk equivalent. Hence, my suspicion that the .uk domain name emails from the Vodafone system are the problem. It can’t have always been like that - something must have changed - otherwise, I presumably wouldn’t have been able to register with that email in the first place.

I could forgive Lebara for that issue. What is difficult to forgive is the complete lack of customer support services for anything out of the ordinary. They’ve been great in the past with normal stuff, but for this problem there is no escalation to Lebara staff or Vodafone support, and seemingly no monitoring of this community help & support portal. It’s entirely self inflicted - I just need a link or QR code to my eSIM! Day 3 and counting. I suspect I’ll end up moving our families phones to another provider, possibly VOXI - let’s see.

ChristopherW20 hi i'm in the same position. don't think its .uk domains though as mine is .co.uk and receiving email fine from everywhere else
when i moved from sim to esim never received the QR. in the end CS had to email me the QR from [email protected]
now i'm having to move that esim to a new phone and the option to manually email is no longer possible, allegedly
did yours get resolved or did you move ?

test

caryres no, it wasn’t resolved. I left it a few more days after being promised a call the following day. No contact whatsoever, so I ported my number out to the VOXI eSIM and moved the family’s other 3 phones to Talkmobile - another Vodafone network. Still no contact from Lebara, although my son had a call from them after asking for his PAC - he hung up on them. It’s sad, really - Lebara are being totally let down by their CS provider: I can’t believe there is no escalation option for them.

Thanks. I agree. CS try to be helpful but they are just clueless. I actually did get a call from them last night but for the second time they sent the original QR which won’t work on the new phone as eSIM is single-use only. As I’m having to carry around two phones I have no choice now but to port out.
interestingly I even tried contacting the executive team yesterday (Stephen shurrock - see CEO emails site) . No direct response but last night’s phone call was the first callback I’ve ever had from Lebara…..