Dual SIM/eSIM now available for eligible iPhone XS, XS Max and XR devices

[RogersDarrell]

Hey Community,

As of today April 24th! Rogers is happy to introduce the launch of Dual SIM/eSIM  via 34 of our Flagship Rogers Retail locations (see chart below) where we will be assist you with set up and answer any eSIM/Dual SIM questions you may have.

What is Dual SIM/ eSIM?

eSIM is SIM Card that’s embedded within a device. A physical eSIM card is required, as a QR code is scanned and is downloaded to the device, eliminating the need for a SIM tray and SIM card.

Currently the only Dual-SIM devices— iPhone XS, XS Max and XR —support both an eSIM and a Nano SIM; this means you will be able to use two phone numbers (Primary and Secondary) for calls, messages, and data.

If you want to activate an eSIM, you must first have a physical SIM activated on your eligible iPhone (with Rogers, or even with another carrier if their device is unlocked).

At this time eSIM can ONLY be activated as a BYOD plan with a generic IMEI number.

What’s in it for you?

• Have two phone numbers on a single iPhone
• Make and receive voice calls, send and receive SMS and MMS, and separate personal and business calls.
• Switch between two different mobile networks (can be a different domestic or international carrier).

Store	Address	City	Prov	Postal Code
South Centre	100 Anderson Rd. SE, Unit 37	Calgary	AB	T2J3V1
Market Mall	3625 Shaganappi Trail N W, D011A	Calgary	AB	T3A0E2
Chinook Centre	6455 MacLeod Trail S, Unit 306	Calgary	AB	T2H0K8
Southgate Centre	5015 111 St NW, 460	Edmonton	AB	T6H4M6
Metropolis at Metrotown	4700 Kingsway Ave, Unit 2235	Burnaby	BC	V5H4J2
Coquitlam Centre	2929 Barnet Hwy, Unit 1200	Coquitlam	BC	V3B5R5
Richmond Centre	6060 Minoru Blvd., Unit 2254	Richmond	BC	V6Y2V7
Guildford Town Centre	10355 - 152nd Street, Unit 2538	Surrey	BC	V3R7C1
Pacific Centre	701 West Georgia Street, D071B	Vancouver	BC	V7Y1G5
Polo Park	1485 Portage Ave., Unit #174	Winnipeg	MB	R3G0W4
Kildonan	1555 Regent Ave. W, Unit #T-30	Winnipeg	MB	R2C4J2
Garden City	2305 McPhillips St., 161	Winnipeg	MB	R2V3E1
Champlain Place	477 Paul St., #F-003B	Dieppe	NB	E1A4X5
McAllister Place	519 Westmoreland Rd., E5	Saint John	NB	E2J3W9
Mic MacMall	21 MicMac Blvd., Unit 144	Dartmouth	NS	B3A4N3
Halifax Shopping Centre	7001 Mumford Rd, Unit 154	Halifax	NS	B3L2H8
Bramalea City Centre	25 Peel Centre Dr., Unit 157E	Brampton	ON	L6T3R5
Sherway Gardens	25 The West Mall, 1925	Etobicoke	ON	M9C1B8
Lime Ridge Mall	999 Upper Wentworth St., 301A	Hamilton	ON	L9A4X5
Masonville	1680 Richmond St. N, Unit L077C	London	ON	N6G3Y9
Square One Shopping Centre	100 City Centre Dr., Unit 1-731	Mississauga	ON	L5B2C9
Square One Shopping Centre	100 City Centre Dr., Unit 1-856	Mississauga	ON	L5B2C9
Oshawa Centre	419 King St. W, Unit 2272	Oshawa	ON	L1J2K5
St. Laurent	1200 St Laurent Blvd., Unit 248	Ottawa	ON	K1K3B8
Rideau Centre	50 Rideau St, Unit 327G	Ottawa	ON	K1N9J7
Scarborough Town Centre	300 Borough Dr., Unit 100	Scarborough	ON	M1P4P5
Pen Centre	221 Glendale Ave, Unit 88	St. Catherines	ON	L2T2K9
Yorkdale Shopping Centre	1 Yorkdale Rd., Unit 322	Toronto	ON	M6A3A1
Toronto Eaton Centre	220 Yonge St., 1113	Toronto	ON	M5B2H1
Bloor East	333 Bloor St. E	Toronto	ON	M4W1G9
Conestoga Mall	550 King St. N, Unit 5G	Waterloo	ON	N2L5W6
Carrefour Laval	3035, Boul. Le Carrefour, Unit A024	Laval	QC	H7T1C7
Rue Ste. Catherine	1015 Ste Catherine St. W	Montréal	QC	H3B1H1
Fairview Pointe Claire	6801, Route Transcanadienne, Unit #F002	Pointe-Claire	QC	H9R5J1

[taricano]

I am not considered "BYOD client" and I need to have my ROGERS line activated as a "eSIM". I am also out of the country unable to visit a store anytime soon. 

Is it possible to have the line activated under the "eSIM" ? If so, what are the available options?

[taricano]

This is not fair. I wish I was informed of this matter prior to purchasing the phone at ROGERS.

How can I get the esim activated under my XS MAX? If that is not possible because I am on a tab, should I return the phone or pay the outstanding balance?

[RogersMaude]

Good evening @taricano,

Thanks for your post! We certainly want to help you shed some light on this.

If I understand correctly, you're currently out of the country and you are looking to activate your eSIM. Is that right?

At this time, if you currently have an active line, on a tab, that uses your physical SIM, that may not be an option.

You should not consider returning the phone. However, you may look into activating another BYOD line once you're back in Canada.

Are you having any issues using your Rogers line? Please elaborate on the nature of your inquiry, so we can better assist you!

RogersMaude

[paulfielding]

Is there a technical reason why a phone on an account with a tab isn’t an option? My account is no longer on contract and I’m using a byod phone, but the account still has a tab, mainly because my plan is old enough that it’s cheaper to stay on the tab than it is for me to go to a current plan with no tab. Am I out of luck?

[RogersMaude]

Hi @paulfielding,

Thanks for posting! We appreciate your contribution. 😉

We most definitely want to help you clarify the different scenarios surrounding the eSIM/Dual SIM features.

In order to better assist you, I may need you to explain some of the information above. Please specify whether you currently have a contract on your line or are no longer on a tab. If you do not have a contract, you currently do not have a FLEXtab owing on your line. If I understand correctly, you are not willing to switch to an in-market "BYOD" Flex Plan in order to activate your eSIM. Is that right?

Do you have a business or consumer account? We may be able to help you find a satisfactory resolution.

While I hope I was able to provide you with more information on the reasons why, I invite you to check out the iPhone FAQs about Dual SIM/eSIM useful article!

Hope this helps!

RogersMaude

[paulfielding]

Hi Maude,

To answer your question, I don’t have contract, nor a tab owing on my phone. My account is still on a Tab account, ie I’m accruing Tab credit. It’s a Share everything plan on a small business account. The reason I don’t want to switch to an in market plan is that even with the Tab credit I’m accruing, the plan is still cheaper than in market plans for me - my data overage rate is substantially lower than current plans, and with the amount of data I use, going to a in market plan with a higher data allowance or taking the overages comes out to be more expensive than simply staying on my old plan with the much lower overage rates, even with the Tab premium I’m paying. Hopefully I’m explaining that clearly.... 😀 let me know if further clarification is needed.

Regards,

Paul

[RogersZia]

Good evening @paulfielding,

Thank you for your detailed response. I realize how lucrative some legacy plans may be. Have you had a chance to speak to my colleagues in the Business Department? There may be alternate options that might be similar in cost to your current monthly charges.

You can speak to a Business Specialist at 1-866-727-2141 or via Twitter @RogersHelps or on Facebook.com/Rogers.

RogersZia

[paulfielding]

Hi RogersZia, yes indeed I have. The person I talked to looked at my plan vs the in market plans and examined my usage history and was the one who declared that I was better off staying on my current plan than switching....

[bmw1]

Great new that eSim support is finally here...bad news is I can't figure out if I qualify... but like you to confirm.

I have an iphone XS. It owned by me, but was subsidized through work on our corporate plan.  My tel/data plan is on the corporate account.  I have a separate family share plan for the 3 other phones in the family (I cancelled my personal line on the family share plan last year when i consolidated to one phone).  So - can you provision the esim with a new personal number connected to my existing family share plan?  

The end result I want:  the physical SIM and my work number is on my corporate paid account - with all the usual enterprise restrictions on bandwidth, cell data limits etc works and is billed as it today.   The eSIM handles my personal number and shares data/text seamlessly with the existing family share plan.   thx for the help.

[RogersYasmine]

Hello @bmw1!

A warm welcome to the Rogers Community Forums! Great first post! 👍

Hopefully, you've had the opportunity to review this thread as it has a lot of great information relating to Dual SIM/eSIM support and activations for eligible iPhone devices! 

In order to be considered eligible, you do need to be on a No Tab/BYOD plan (meaning no FLEXtab/subsidy balance remaining on your line) and have an eligible iPhone (XS, XS Max, or XR). Please check out our FAQs found HERE.

If you have a business account, I would also urge you to reach out to our Business team directly so they can assist further with any questions you may have regarding your corporate services! You can speak to a Business Specialist at 1-866-727-2141 or reach out via Twitter @RogersHelps or via Facebook.com/Rogers. As a business customer, once you have obtained your QR code, you should have the option to activate your eSIM Card through the Contact Centre if preferred.

I hope this information is useful!

RogersLaura

[jmkgolfnut]

IMHO, all of the carriers need to do more training of their in-store staff. Rogers just lost my business last night because they weren't able to port a number to the e-sim on my iPhone Xr. I went to the "flagship" Waterloo store and the first thing I'm told was "OHH, the manager just left and they're the only ones who know how to do it.". Then they talked to someone else and proceeded to tell me I can't do it if my phone is on contract. 

*it's activating a new line* - whether my device's primary SIM is on another network, under contract or not, should be irrelevant. I went next door to Bell and activating a new line on my e-Sim. They struggled too but at least they figured it out and they got the business.

My device's primary line is a Telus business plan and now instead of a Rogers 2nd line I've got a Bell 2nd line. Oh well. It's too bad, if the staff were better trained, they would have been able to handle this relatively simple transaction... this thread was why I was at Conestoga Mall in the first place.

[sheeko]

I was at the lime ridge mall location today as well to swap to esim and I was again told like you that this is not possible and that i have to add a line to my account to use it on esim and that I even have to have another Rogers SIM card in the physical sim tray for it to work. I am so frustrated with them

[BoatGuy]

I am desperately trying to understand this fully. I will try and be as simple and straight forward as I can.  I am supplied a sim by my company for use when travelling/home or in the US.  I would rather not carry another phone with me, so I want to understand my options regarding eSim.

I currently have an iPhone XS Max.  It is part of my family's 40GB ShareEverything plan.  My particular line (6085) has a small balance due on a tab.  The primary line (4919) is my wife and it has no tab.  From what I have understood on this thread, I can pay off my tab balance of about $300.   I can go to the Rogers Flagship store and request an eSim. 

If I get an eSim, am I still part of my share everything plan?  When I have had to switch sim cards in the past, I have not had to change my number.  Changing my number (6085) would be a deal breaker so I need to ask, can I keep my existing Rogers (6085) number?

Thanks for your help and a clear answer.  

Cheers,

John

[RogersMaude]

Good evening @sheeko & @BoatGuy,

You can definitely perform a SIM swap to an eSIM on a line that is on a term or no term.

You must go to a participating Rogers to purchase an eSIM ($10).

At this time, only Business customers can activate an eSIM Card through the Contact Centre.

If you are not a Business customer, heading to the nearest supporting retail location to activate an eSIM Card is the right thing to do.

We often remind our staff at retail locations that this change took effect.

Have you tried speaking with the store manager?

I am really sorry for any inconveniences this may have caused you.

RogersMaude

[sheeko]

Thanks for the response. I did end up doing the swap on my second visit. On the first visit, the customer rep was really misinformed how the whole esim idea works and she was the one who said she talked to the manager and she said he confirmed what she said. After leaving the store i contacted Rogers support on Facebook who confirmed my thoughts about the possibility of the swap and that he would escalate the complaint I had so the store manager can better train their employees. The following day I went to the store again and was helped by a different rep who even though hadn’t done this before was at least willing to listen to what I had to say about how to do this from what I have been reading and it worked like a charm. I just think it is quite frustrating that a very simple thing like a sim swap needs two store visits and wasting a long time and frustration to get it to work.
Thanks.

[brararsh]

Quick Question: I have a personal plan with non shared data, can I still get eSIM or eSIMs require certain plan type?

[RogersYasmine]

Hello @brararsh,

Great question! 😁

So long as you have a compatible device (iPhone XR, Xs or iPhone Xs Max), you should be able to activate eSIM using any price plan. If you have a Regular Consumer account, please be sure to visit one of our select locations as specified in post #1 of this thread and they will be able to assist with the activation. (As noted in this thread, there is a cost to purchase an eSIM card which is approximately $10 + taxes).

If you have an enterprise or corporate cellular service plan, check with your company's telecom administrator to see if they authorize the activation of a new line using an eSIM on the corporate account to be used on the Dual Sim device. 

I hope this helps!

RogersLaura

[TwitchyPuppy]

Hi! Any plan on expanding the available locations? (even to online?)

I don't feel like driving a 5 hours roundtrip just to get an eSIM activated. And your competitors have it available online.

[RogersTim]

Hey @TwitchyPuppy,

I wouldn't want to drive that far either. Unfortunately, we don't have any further information to provide at this time. We will definitely update the Community as soon as we do. 🙂

RogersTim 

[JP16]

Hi,

The April announcement states "introduce the launch of Dual SIM/eSIM  via 34 of our Flagship Rogers Retail locations". Now in July, do I still have to go to one of the Flagship Retail Store listed to switch to eSIM, or can it now happen at any Rogers Store? I cover the other pre-requisites. Let me know!

Thanks

[RogersYasmine]

Greetings @JP16!

Congrats on your very first post! The introduction of Dual SIM/eSIM through Rogers is definitely an exciting addition for many of our customers! 

At this time, all Consumer Regular customers are still required to go into one of our 34 flagship stores to activate an eSIM card as this service option is not yet available at every location.

Our sincere apologies for any inconvenience this may cause. If anything changes, we'll be sure to let the Community know!

RogersLaura