Hi,

Update: now my current phone also cannot connect to network, they are both stuck.

Hi @Jovana_Lazarevic,

Thank you for your message. I am sorry to hear you have had trouble installing your eSIM. However, I took a look at your subscription, and as far as I can see, it seems to be working. Could you please let me know if this is the case? If it is not working, I will have to forward this to our technical department with some additional information from you, which we can discuss later. 

Please do let me know if your eSIM is working. 

Greetings,
Seren

Hi,

Indeed, the SIM worked in the end. The problem was that I did not wait for all the changes to be implemented (it would take up to half an hour before I can do anything). During the wait I’d get all kinds of error messages etc which I thought was an issue. At the moment when I left it (last update from last night) in order to contact the support today, after about an hour I saw that everything is okay. 
I already communicated this with your colleagues with remark to update the process description, and add that the changes can take a bit longer between the steps and to be patient, as this was my issue. The process itself is simple, and it works how it’s described regarding the steps to take.

I am happy to hear it is working now. Thank you for your feedback, I will make sure to forward this to the relevant department. If you have any other questions you can always let me know. For now I hope you have a good day!