Waiting for an eSIM for 5 days.

[raj112]

Hi
I activate a new line with phone on September 13, 2024 and I was told that I will get eSIM in email soon (in an hour or so). I requested them I need the number to be activated right now.
Today it’s 5 days passed tried to call Rogers multiple times but no resolution. Now I was told I have to cancel the order and resubmit it again to get the eSIM works. I don’t want to lose the number I got. Is this the way Rogers treating with loyal customer from last 18 years with all the services.

***Edited Labels***

[LordDrakkon]

Have you checked your spam folder for the Rogers email? Support should be able to issue you an eSIM with the current number on your account.

[raj112]

Thanks for your Reply. But

I was on call with Rogers supervisor on Sep 13 for 1 hour. Now today on call for 2.5 hours. Also checked my spam and junk folder. Nothing there. Executive also checked the system and line is showing in pending state not yet activated. Without activation eSIM can’t be sent. Went to Rogers store, they can’t see my new number in system because it’s not activated yet.

[LordDrakkon]

That's the difference then. A pending line is not an active line. Until the line is active, there won't be an eSIM issued. You might want to clatify with Customer Care why your line is still pending. I'm most cases, this is a pretty quick process to setup a new account and activate a new line.

[raj112]

Already tried with customer care. Please check my previous message. They said either I have to cancel the line and reactivate it or wait till that ship the new phone. Which may take 1-4 weeks. iPhone 16 pro max.

[raj112]

I haven’t received any email yet. Tried to call Roger’s couple of times. They said I have to cancel the line first and the reactivate it again. I don’t want to lose my number.

[raj112]

Rogers customer service is good for nothing.