iPhone 14 pSIM to eSIM Thread

DS-VisibleMgr
Community Manager
Community Manager

New to eSIM or working on transferring from pSIM for the new iPhone 14 ?

Use this thread to discuss your switch process and experience with the latest Apple device on Visible.

 

DS-Community Manager
67 REPLIES 67

Pakrergorecki
Novice II

So far mine is stuck and I have been waiting 30+ minutes for support. 

Finally got to a level 1 care specialist, and he was unable to help me. Escalated my issue and said 24 hours. Every time I have had an escalated claim, its been days. So much for my new phone today...

You got to be kidding. I can't even use my old phone for texting and calling. The SIM must be locked up.

I have been waiting on and off for 10 hours. Keep getting kicked out. 

Pakrergorecki
Novice II

edit... First time on the fourm, didnt mean to post twice! Sorry!

 

ryan6newman
Novice II

Same. Sort of ruins the whole new phone experience.

ryan6newman
Novice II

Anyone else's old phone timing out and restarting the chat process? I feel like I keep going to the end of the line each time it happens.

Log in on the computer; they are going to have you restart your phone every other time you try to activate the esim

 

ryan6newman
Novice II

It took an hour but my 14 Pro Max is now on the network and functioning as it should. What a pain in the 🍑.

 

What did you have to do?

You are so lucky

You are so lucky 

did you leave your screen on or did you let it go to screensaver mode? does it still work if the screen goes dark?

ryan6newman
Novice II

I think the solution is to transfer your number that's on the pSIM to an eSIM before switching the eSIM to the new phone.

You think the solution is?  Is that what you did?  Did you transfer from pSim to eSim on your old iPhone and then transfer the eSim to your new iPhone 14?  Did you use the Apple quick transfer over BT or engage with customer support? 

 

You're the first person I've heard of having success.  It would be helpful to know the steps you followed since there doesn't seem to be anything coming from Visible about steps to follow to move from an older pSim iPhone to the 14 with an eSim.

I did this the other day, there seems to be no way to move my esim to my new phone. 

I did this the other day, the issue is you have no way to transfer your esim. 

digidann
Novice II

After sitting and waiting, my iPhone 14 Pro informed me that my eSIM could not be activated. I did try to convert from pSIM on my old phone to eSIM on the new phone so that was probably part of the issue. But now I'm stuck in line for Care via chat with no phone service. Hooray.

Thanks for sharing.  What you tried was what I was hoping would work.  I thought 1 IMEI was as good as another, but it looks like there is something on the back end that knows it isn't on the same phone.

Of course they can see every carrier in the whole world could see the IMEI of the phone

Pakrergorecki
Novice II

Hey DS visiblemgr. Do you work for visible? Why wouldn’t this system have been updated or worked on to ensure ease of switching to these new phones? It would be one thing if individuals had problems, but it seems like a lot of people are having them. 

It says he/she is the community manager 

digidann
Novice II

And now wait times are so long for chat support that my session (website) times out moments after I am able to start conversing with someone.

TWICE now I have had my chat session expire while talking to an agent because it took so long to get to an agent in the first place.

Chaznatr
Novice II

Was Visible aware Apple was releasing this device with this change today? You all already made me give up on putting cell service on my watch. But instead of linking actual information on the app where it tells you you can switch to eSIM you simply say enter the number for the eSIM. After doing that, I have no option of cancelling the eSIM order and I am forced to deal with customer service that is on par with the California DMV. I so hate Visible, I wonder if Cricket or Mint or whatever that other crap is has people you can call when ***** goes south? 

Mint is looking pretty good right now

trox355
Novice II

+1 for someone who received a 14 today.

 

App process seemed like it was going to work well. From the new phone, plugged in the IMEI then input the PIN from the text message received on the old phone.

 

The network was deauthenticated on the old phone within about twenty seconds of submitting the transfer request.

 

Now have been waiting for close to four hours for anything else to happen.

 

Website chat is non-responsive. No response from a Facebook chat after more than two hours.

 

Service has been pretty flawless over the past several years but this whole experience is a pretty unforgivable miss.

After waiting overnight, still no response to the FB messages, nor any changes waiting on the esim to transfer to the new phone.

 

Is this something I should register an FCC complaint with for lack of 911 access?

domino6713
Novice II

My phone was finally delivered late this afternoon so I could actively participate in the fun.  I set up the iPhone 14, transferred the data and stopped.  Then I reached out to CS since people had already reported that moving pSIM on old phone to eSIM on new phone wasn't having a lot of luck.  After a 40 minute wait, Hazel came online in chat.  She told me that the first step was to convert the pSIM to eSIM on the old device.  After that, a CS rep would be able to initiate a re-download of the eSIM to my new device.  She also warned me things were taking longer than usual due to the number of requests.  We started the conversion on the old phone.  It timed out 3 times.  After this, Hazel gave me a ticket number, apologized profusely, and said she would have to ask someone to expedite my eSIM creation.  She told me that I would receive an email letting me know when it was ready.  After getting the email, I would be able to get back on a chat session with CS and request the re-download to my new iPhone 14.  She also warned me the re-download could take longer than it should, but said CS is online 24/7 so I can reach back out whenever it is convenient for me.

 

So, whether or not there is more than one way to do this, there we have the steps I was given to get this done.  I had almost switched to eSIM a few days back, but saw another post where someone speculated that we should wait and just do it all at one time on launch day.  In hindsight, that doesn't seem to have been the best way to go.  Since everyone was guessing though, it was as good a guess as any. 

Just to round out my experience.  The pSIM to eSIM conversion completed sometime in the middle of the night.  When I tried to activate the new eSIM on the old phone, activation failed.  Not a big deal since I knew I'd need to contact support again for the re-download.  I reached out this morning by chat and was connected to Annie.  She understood the situation right away.  I was instructed to uninstall the app on both phones and turn both phones off.  She worked her magic on the back end, told me to turn on the iPhone 14 only, re-install the app, sign in, and BOOM!  I had service. 

 

All things considered, I've had WAY worse launch day experiences...not with Visible...just in general.  This wasn't that bad at all.  Considering I slept through most of the time things were down, and I still had all features aside from calling by using WiFi, it was pretty painless. 

I wish I could get mine working. 

debryo
Novice II

+1 for a botched iPhone 14 Pro experience with Visible. Here's what I did and now my old iPhone 12 Pro can't connect to cellular.

 

  1. In the Visible iOS app, I initiated the process to "Transfer your SIM"
  2. I went through that process and got to the screen with the spinner saying "we're working on it, this should take less than 5 minute."
  3. 20+ minutes go by and I accidentally let the screen lock. Then the spinner froze and I had to force quite the app.
  4. My phone no longer had cellular connection
  5. Waited 30+ minutes. No changes.
  6. Force restart iPhone.
  7. I went back into the Visible iOS app and saw that I could complete the eSIM process.
  8. I kicked off a process to download and activate the new eSIM.
  9. Waited 2+ hours and no cellular activation. "Could not activate service. Please contact your carrier for assistance" or some such BS error message.
  10. Several iPhone and app restarts. Remove/Install the Visible iOS app. No luck.
  11. I removed the eSIM from the old phone as a last ditch effort.
  12. I've also tried to connect from the new phone but no luck there. "This phone number can't be transferred because this feature is not supported by your carrier." and also "No phone numbers found" when trying an 'other method'.

I sat on the chat queue for over an hour with no luck there. Messages sent on Facebook Messenger 3+ hours ago a zero response. I'm screwed.

It seems most of us are screwed. 

Solution here for both my and my wife's new iPhone 14 Pro. There's hope, people, there's hope!!

earthwormjim
Novice

I successfully transferred, at least for a while.  It seems most people's issues stem from still having the pSIM installed in a phone and connected to the network during the transfer process.

 

My transfer wen through, was working for about an hour, and now suddenly I have no service...

earthwormjim
Novice

Weird, I thought my original post was gone when I had to register, now I double posted...

jpleakis
Novice

The issue seems to be that when you attempt to do the conversion, the visible app asks you for the IMEI, but should really be asking you for the IMEI2. After waiting over an hour for chat support, the rep asked for the IMEI2 and did something on their end and I was able to get it activated right away. 

jpleakis
Novice

I attempted transferring my physical sim from an iphone 13 to esim on a new iphone 14. The visible app asks you to type in the IMEI of the new phone, which didn't work. After waiting over an hour for chat support, the rep asked me for the IMEI2 of the new phone, which is listed separately. I don't know for sure that this is the issue, but I wonder if the instructions in the app are just unclear or incorrect in asking for the IMEI rather than the IMEI2, which is listed separately in the iPhone settings.

srogers
Novice

I purchased a new iPhone 14 Pro today to replace my old iPhone 12 pro. I tried to activate the new eSIM, but it failed and said I should contact Visible. Unfortunately, I no longer have service on my old or new phone. I have tried using Visible’s help chat function, but I never receive a response to my chat request. There are no answers to my problem in the Visible community. How can I get my service restored?