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droodle
Occasional Contributor
Occasional Contributor

Samsung S21 Ultra 5G DUAL ESIM - Issue

Has anyone sucessfully setup an ESIM for the samsung s21 ultra 5G? 

I have tried downloading 2 x esims via the myoptus app i get an error both times and then the physical sim is instantly disconnected cutting me off !

it seems other have had issues too :

https://eu.community.samsung.com/t5/mobile-apps-services/samsung-s21-ultra-5g-dual-esim/td-p/3220116

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Tina_YC
Moderator
Moderator

Re: Samsung S21 Ultra 5G DUAL ESIM - Issue

Hi @droodle, thanks for getting in touch with us. What kind of error message are you receiving? 


If you haven't already, we recommend following the instructions listed on our guide 'A guide to eSIM'


If you still need a hand,  please message us via the My Optus app. Our Messaging team is available 24/7 and are ready to assist customers as quickly as possible. Tina.

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

droodle
Occasional Contributor
Occasional Contributor

Re: Samsung S21 Ultra 5G DUAL ESIM - Issue

The message states:
*sorry were unable to to setup your eSIM at this time due to a system error Please message us and well get it sorted ?*

I have been talking support for over 2hrs with this today.
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Tina_YC
Moderator
Moderator

Re: Samsung S21 Ultra 5G DUAL ESIM - Issue

Thanks for getting back to us with an update, @droodle


If you still need a hand, please send a private message to the official Optus Facebook page or Twitter page for further assistance. Tina.


----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

tmb012003
New Contributor
New Contributor

Re: Samsung S21 Ultra 5G DUAL ESIM - Issue

I am having the same issue, but not with the ultra, just the regular s21.

Been told to go into a store, which is not handy to me as I am working and it is hard to get to a store. 

Cannot use my old sim card.

Incredibly frustrating!!

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droodle
Occasional Contributor
Occasional Contributor

Re: Samsung S21 Ultra 5G DUAL ESIM - Issue

Yep .. as soon as you download the esim ...your physical Sim will de-activate .. cutting you off.
Got it sorted eventually today by going into store and scanning a QR code but a Royal pain in the arse.
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Jack_YC
Moderator
Moderator

Re: Samsung S21 Ultra 5G DUAL ESIM - Issue

Hi @tmb012003, as @droodle mentioned, I recommend going in store to get this eSIM issue sorted. If you're unable to visit an Optus Store, I recommend sending our Technical teams a message via the My Optus App or our Messaging page to discuss this further. 

----------------------------------------------------------------------------------------------------------------- I’m part of the Yes Crowd team, employed by Optus to help run our online community.

Did we answer your question? Please mark it as a Accepted Solution and if you see something that was helpful to you or the rest of the community, giving a Kudos is only a click away.

tmb012003
New Contributor
New Contributor

Re: Samsung S21 Ultra 5G DUAL ESIM - Issue

A massive pain in the arse. I have lost money as I cannot pick up shifts without a phone. The QR code should be included in the package with the phone, not this bullcrap!
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tmb012003
New Contributor
New Contributor

Re: Samsung S21 Ultra 5G DUAL ESIM - Issue

Does not help messaging. They tell you to go to a store. Why can't things be simple? As technology improves, the dramas are increased 🤦‍♀️
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