eSIM - iPhone Air

Hi - I’ve setup my wife’s new Apple iPhone Air. It doesn’t have a physical SIM slot so I’ve had to setup the eSIM and have followed the guidance here. The activation date is technically tomorrow but the eSIM QR Code got sent to me today so I added it on there.

Long story short… The eSIM is now added onto the phone and the physical SIM on the old phone has stopped working as expected, however, the new number on the eSIM looks like a temporary number and my wife’s old number that should have come across, hasn’t been transferred over.
I have seen from other posts that there are troubleshooting methods, resetting network settings etc and changing the number in the network settings however this hasn’t worked yet.
In summary the new eSIM is working but it’s a different temporary number and not the old number. Furthermore, it’s also saying there’s no credit to make calls despite being on an unlimited contract.
Is this a case of waiting for the number to port over or have I done something wrong in the setup?

Hey Harry if it's been over 24 hours and the old number has not moved to the eSIM then it's likely something has not gone quite right with the process. I advise getting in contact with customer support so they can take a look and see whats going on. It would be great if you could come back and update us once this is resolved in case any other members have a similar issue.

Hi Martin this is now sorted… It took the day but managed to port over correctly.

Feedback from me would be that the communications were quite confusing. I had an email the day before with my eSIM QR code saying it was ‘Scheduled’. Then an email later the day before saying it was ‘Active’. Then an email on the morning of activation saying it would be done around 10AM. Then it didn’t work until this evening.

I also followed the general troubleshooting of resetting network settings which assisted with iMessage and the iPhone detecting the correct number.

Thanks for coming back to me

Great news thanks for getting back and confirming Harry. I'll pass on your feedback to the relevant team. If you need help with anything else let us know.