BYOD Galaxy S23 Ultra eSim Problem

chill30217
Enthusiast - Level 2

I bought a Galaxy S23 Ultra in June of 2023 unlocked from Best Buy.  I want to change to an eSim but when I call in to Technical support they keep me tied up on the phone for hours on end trying to get me the eSim I requested and all they do is screw up my physical sim and tell me the system won't generate the eSim IMEI number.  I give them the eSim IMEI number and they tell me that its not in their system and it won't take the one I gave them.  I even had a store employee just 2 days ago tell me that I can't get an eSim because I didn't buy the phone from Verizon in the first place.   This is nonsense.  Every time I try to get another support person, hoping that they know what they are doing, I wind up in the same shape.  It's back to the nearest Verizon store for another sim card because the one I had in the one at the time of the call all of a sudden is not compatible with my phone and it's dead.  I did run across a thread on Reddit that says that the support person should have opened a ticket with the Core Team and have them manually add the eSim IMEI number on the backend.  That way when that's done the eSim can be created.  All they have to do then is notify me and we can switch sims.  

Does anybody know who and how to call to get this done right?

 

Screenshot 2024-08-01 200233.jpg

2 Replies
vzw_customer_support
Customer Service Rep
@chill30217  wrote: I bought a Galaxy S23 Ultra in June of 2023 unlocked from Best Buy.  I want to change to an eSim but when I call in to Technical support they keep me tied up on the phone for hours on end trying to get me the eSim I requested and all they do is screw up my physical sim and tell me the system won't generate the eSim IMEI number. 

Thank you for the details that you have shared. We certainly want to investigate your experience further and work towards a resolution with you. We will be sending you a Private Message so that we can investigate your account and concerns further.

-Andi

0 Likes
vzw_customer_support
Customer Service Rep

We're here to help. Let us know if you need assistance. ~Peter

0 Likes