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[ENGLISH] eSIM Lost on Trip Abroad

vor 2 Jahren

Hello,

I'm currently away from Germany and had to repair my iPhone; the repair involved the replacement of the SIM chip. I've lost access to my German phone number and all accounts linked to it.

I've attempted to contact Telekom through the international lines listed on the contact page; however, I was met with a German answering machine informing me that the numbers are invalid. I've also attempted to contact Telekom through e-mail and live chat; however, nothing was achieved as I kept on waiting for a response.

I need a Telekom member to issue me a new eSIM profile, which can be downloaded onto my phone or scanned by it. Plus, deactivate the old profile, as it appears to be active on the now-replaced iPhone parts. I've attempted to do this on my own; however, it requires a verification check through the number I lost access to.

Thank you!

306

vor 2 Jahren
@omaralneser schrieb:

Hello,

I'm currently away from Germany and had to repair my iPhone; the repair involved the replacement of the SIM chip. I've lost access to my German phone number and all accounts linked to it.

Hi Omar,

I have informed the team. Please fill out all contact details that you can in your profile – only the team can see them.

Please note that tomorrow and Monday next week are bank holidays in Germany, so support staffing might be a bit limited and responses might take a little longer than usual.

Fingers crossed that they can help you out in a timely manner.

Best wishes,

Thomas
0
vor 2 Jahren
Hi, @omaralneser,

I informed the team of Telekom-hilft. Someone should contact you soon as possible. Please have the last 6 digits of your IBAN at hand as they are needed for identification. It will help, too, if you provide the team hear a note and tell them when you can reached best.

Best regards,

Lutz
0
vor 2 Jahren
Hello @teezeh @LutzV,

Thank you both for forwarding the issue to the Telekom team. I have encountered difficulties in attempting to navigate the support system, and I appreciate your assistance in resolving this matter.

I've filled out my contact details in the appropriate profile section to ensure that the team can easily get in touch with me.

I wish you both a pleasant weekend and a happy Easter!
0
vor 2 Jahren
Hello @omaralneser and welcome to the Community.

I'm happy to help you with your request and explain the options to you.

On which time are you available for a call?

Kind regards

Malte M.
2
Antwort
von
vor 2 Jahren
Hello @Malte M. ,

I'm available anytime during typical German working hours and beyond, including right now at this moment. Just to let you know, my timezone is 2 hours ahead of Germany's. Please let me know if you'd like to schedule a call back now or at another time. I value your time and am happy to work around your schedule, so whatever works best for you, works great for me too!

Thank you!
Antwort
von
vor 2 Jahren
Thank you for the very nice phone call, @omaralneser .

I am very happy that I could help you.

I wish you a nice time.

Kind regards

Carolin L.
Uneingeloggter Nutzer
Antwort
von
Akzeptierte Lösung
akzeptiert von
vor 2 Jahren
Thank you for the very nice phone call, @omaralneser .

I am very happy that I could help you.

I wish you a nice time.

Kind regards

Carolin L.
0