********** support for eSIM users abroad: Misled by multiple agents

I live abroad and rely on my Cell C number for important services, including banking. I originally had a working eSIM on my iPhone, and everything worked perfectly. When I upgraded to a new phone, all I needed was to transfer the eSIM.

Before making any changes, I contacted Cell C support multiple times to confirm two things: 1. That my new phone supports Cell C eSIM, and 2. That Wi-Fi Calling would continue to work while I’m overseas.

I was asked several times which device I had and was reassured repeatedly that both eSIM and Wi-Fi Calling would work internationally.

Based on this information, I followed the instructions given by Cell C, which included: • Buying a new eSIM • Completing RICA • Deleting the working eSIM from my old iPhone (as instructed by a Cell C agent) • Attempting to activate it on the new phone

Once I deleted the eSIM, I had no active line at all, and the new eSIM still failed to activate.

Because I live abroad and no longer had access to calls or SMS from my Cell C number, I had to ask my mother to contact Cell C on my behalf, something that shouldn’t have been necessary if I hadn’t been advised to delete a working eSIM in the first place.

Things got worse when Cell C admitted that the SIM swap and RICA process on the first eSIM was handled incorrectly, meaning I had to buy a second eSIM. I was told to wait 24 hours before activating it, I waited, and it still failed.

After nearly a week of emails, repeated troubleshooting, and no service, I was finally told that Cell C does not support Wi-Fi Calling for iPhone 15 and up. This directly contradicts what multiple support agents confirmed before I deleted my original eSIM.

Thankfully, I did not trade in my iPhone 13, so I can reload the eSIM onto that device. If I had only kept my new phone, I would still have no access to my number at all.