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Changing master device to a new one with ESIM

lucaberta
Level 1
1 of 4

Hello all,

 

I have been on the phone with support on this issue, but after explaining the situation twice, and more than 15 minutes on hold, the line dropped. Quite frustrating, so I rather write a message here and hope to get a better treatment, which normally is the case! 😜

 

The issue is with the setting of what device is the "master" on a Swisscom mobile number.

 

I have been using my SIM card on an iPhone 8 as master, and also have another SIM on an iPad, and they both show fine in my cockpit.

 

Saturday I have activated a new iPhone 13 mini, and have used the ESIM feature to activate it, without issue.

 

The phone is now visible in the cockpit, but is listed as an "additional device" and not as the master, thus SMS are sent to the old iPhone 8 with the physical SIM card.

 

As I would like to keep both phones running until I migrate all the data, I would like to keep the SIM in the iPhone 8 while electing the new iPhone 13 mini to be the master device, so I can receive SMS and MobileID requests on the new phone.

 

This doesn't seem to be possible to us users.

 

Can anyone confirm what would be the way to solve the issue?

 

Simpler than being on the phone for 15 minutes and having the line drop, that is... 🙏🏻

 

Bye, Luca

ACCEPTED SOLUTION 1

Accepted Solutions
lucaberta
Level 1
3 of 4

Thanks @Black Mamba, but that would work only if I knew German...

 

Nonetheless, I was able to figure out the solution with the help of a very efficient lady from the Swisscom mobile support team, Roberta, who in two different calls was able to sort out the issue.

 

In a nutshell, it is NOT possible to change the master device from a plain SIM to an ESIM without scrapping the old plain SIM.

 

Roberta worked out a way to first disable the plain SIM on the former master phone, and then create an ESIM profile right on the My Swisscom page, where in a matter of minutes I found the QR code to scan.

 

I panicked for a few minutes when I noticed that the plain SIM had already been disabled, while the new ESIM profile QR code to scan had not yet appeared on the My Swisscom page... it took a few more minutes of waiting and the issue was finally sorted out.

 

So here are the steps I undertook:

 

1- I swapped the SIM card from the old iPhone 8 to the new iPhone 13 mini. Doing this made the iPhone 13 mini the master device, still using the old plain SIM, though.

 

2- then, in a call with Swisscom support, I had Roberta order a new ESIM profile for the same phone, which appeared like this in the My Swisscom portal:

 

image.png

 

3- after the ESIM activation process, in a few minutes here is what I found on the My Swisscom page:

 

image.png

 

4- after scanning the QR code, I could finally receive the confirmation call back from Roberta, who then proceeded to order and send me via post a new replacement plain SIM card, which is now active as secondary SIM on the same line, as I wanted to do in the first place.

 

This is my current situation on the cockpit, precisely like I wanted it to be:

 

Screenshot 2021-10-07 at 22.22.40.png

 

Last point, in spite of the link to this Apple documentation that I found on the Swisscom mobile website, the procedure to create a new ESIM profile on the phone from the old plain SIM on the same phone did not work.

 

Here is the Apple documentation, useful but not applicable in my case, for whatever reason:

https://support.apple.com/en-sa/HT210655

 

This other useful Apple documentation talks about how to use the dual SIM feature on the iPhone:

https://support.apple.com/en-euro/HT209044

 

Hopefully this will be helpful to others!

 

Bye, Luca

3 Comments 3
Black Mamba
Level 1
2 of 4

@lucaberta 

 

thanks for the contribution

 

> ... Can anyone confirm what would be the way to solve the issue? ...

 

more chance of getting an answer by asking the subject on the Community in German

Mobile | Swisscom Community DE

specialists or experts will undoubtedly be able to help

lucaberta
Level 1
3 of 4

Thanks @Black Mamba, but that would work only if I knew German...

 

Nonetheless, I was able to figure out the solution with the help of a very efficient lady from the Swisscom mobile support team, Roberta, who in two different calls was able to sort out the issue.

 

In a nutshell, it is NOT possible to change the master device from a plain SIM to an ESIM without scrapping the old plain SIM.

 

Roberta worked out a way to first disable the plain SIM on the former master phone, and then create an ESIM profile right on the My Swisscom page, where in a matter of minutes I found the QR code to scan.

 

I panicked for a few minutes when I noticed that the plain SIM had already been disabled, while the new ESIM profile QR code to scan had not yet appeared on the My Swisscom page... it took a few more minutes of waiting and the issue was finally sorted out.

 

So here are the steps I undertook:

 

1- I swapped the SIM card from the old iPhone 8 to the new iPhone 13 mini. Doing this made the iPhone 13 mini the master device, still using the old plain SIM, though.

 

2- then, in a call with Swisscom support, I had Roberta order a new ESIM profile for the same phone, which appeared like this in the My Swisscom portal:

 

image.png

 

3- after the ESIM activation process, in a few minutes here is what I found on the My Swisscom page:

 

image.png

 

4- after scanning the QR code, I could finally receive the confirmation call back from Roberta, who then proceeded to order and send me via post a new replacement plain SIM card, which is now active as secondary SIM on the same line, as I wanted to do in the first place.

 

This is my current situation on the cockpit, precisely like I wanted it to be:

 

Screenshot 2021-10-07 at 22.22.40.png

 

Last point, in spite of the link to this Apple documentation that I found on the Swisscom mobile website, the procedure to create a new ESIM profile on the phone from the old plain SIM on the same phone did not work.

 

Here is the Apple documentation, useful but not applicable in my case, for whatever reason:

https://support.apple.com/en-sa/HT210655

 

This other useful Apple documentation talks about how to use the dual SIM feature on the iPhone:

https://support.apple.com/en-euro/HT209044

 

Hopefully this will be helpful to others!

 

Bye, Luca

Black Mamba
Level 1
4 of 4

@lucaberta 

 

thank you for the feedback and explanation

that's great 😀

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