I've always relied on this service and it has performed well in the past. However, this time I encountered issues activating my plan and using the eSIM after switching phones. I was unaware that I needed to remove the eSIM from my previous device, and now I'm unable to access the plan I purchased. Their website mentioned that customer support could assist with phone changes. For the past three days, I've emailed customer service three times, only to receive automated responses that did not address my problem. I also tried their live chat, but I was only connected to AI agents and was not forwarded to a representative for assistance. I submitted a SIM swap request, which was logged as a ticket yesterday, and I was informed that someone would address it shortly. However, 21 hours later, I still have not received any response from customer support. It's strange to have this experience and unprofessional to see a representative actively responding to negative feedback on public forums while ignoring customer inquiries submitted through their official channels.
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