Ordered esim but got email saying getting normal sim

I ordered an eSim twice and both times I got a Plastic SIM.

This is getting ridiculous, why spend money and make us waste time waiting for a letter?

​@o2_Solveig I ordered an eSim and you sent me a plastic SIM. Then I called and verbally oredered an eSIM but then I got a third SIM card. This is getting ridiculous.

edit o2_Solveig  26.05.2026, 09:35 Uhr Doppelpost zusammen geführt 

Zur Info, doppelt:

edit o2_Solveig  26.05.2026, 09:35 Uhr Doppelpost zusammen geführt 

Then you probably clicked on "3-in-1" instead of "eSIM"!

Zur Info, dort noch einmal:

​@Bumer I did not. I clicked eSim on both times, and I have witnesses.

Hello ​@shf ,
welcome to our o2 Community 😀
It’s unusual for an order to go wrong twice in a row. 
Unfortunately, we can’t send profiles from within the community. 
Please contact the Prepiad helpline again so that an eSIM code can be sent to you by post. 
Does switching from a physical SIM to an eSIM not work online? 
Kind regards, 
Solveig 

​@o2_Solveig I pick eSIM an go through the order process but after a few minutes it says I will get a Plastik SIM. This is clearly something broken in your system, perhaps related to my number. Chat is gaslighting me and saying it's my fault.

I got an eSIM from Vodafone earlier today.

Hey ​@shf,

Thanks for your feedback. Unfortunately, I can't find any errors on our end. As my colleague explained earlier, new customers first receive a physical SIM card. The eSIM must then be activated using a QR code. This process is in place for security reasons. I'm sorry if it seems cumbersome to you.

Greetings,
Flo

​@o2_Flo I am not a new customer, I have been a customer since 2019.

You already sent two Plastic SIM cards to my house.

I am happy to use a QR code however you must send it to me via post, email, sms, avian carry, or have me collect at a shop.

Or at least tell me I can’t have eSIM, if the feature doesn’t exist.