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What is eSIM?
An eSIM, or ‘Embedded SIM’, is the latest technology in SIM cards where the SIM module is embedded in the mobile device. Traditional SIM cards can easily be swapped out of a phone, whereas an eSIM cannot be removed.
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When will eSIM be available?
We will launch eSIM (mobile phones only) by the end of October 2018.
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How can I get an eSIM (mobile phones)?
If you’re an existing customer, you can go to your nearest du business centre, corporate roadshow or du store and request to change from a physical SIM to an eSIM. If you require a new mobile connection, then you can go to your nearest du business centre, corporate roadshow or du store and get a new mobile line with eSIM.
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Can I use any handset with my eSIM?
Your eSIM will work only with handsets that support eSIM. Please check your mobile handset brand website to see the list of eSIM capable handsets. At this point time, the iPhone XR, iPhone XS and iPhone XS Max support eSIM.
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If I have eSIM, can I use the physical SIM (different mobile numbers) and eSIM at the same time?
You can use one physical sim and one or more eSIMs on a eSIM enabled device. Both of your phone numbers can make and receive voice calls and send and receive SMS. However, your Phone can only use one cellular data network at a time. If you have a multisim service active, then you can use the same number with a eSIM multisim on a different device.
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What is provided to me when I request for an eSIM?
When you request to transfer from an existing SIM to an eSIM or when you subscribe to a new connection, the du store representative will give you a QR code voucher (sample below).
Please keep this safe. We recommend that you also keep an electronic copy of this for your records, especially if you have accidently deleted the eSIM profile from your handset.
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How do I activate my eSIM using the QR code voucher?
After you receive the eSIM voucher from du, please refer to the user guide of your handset to see how you can download the eSIM.
Typically, you would need to go to the phone settings and activate the cellular plan option. Once that’s done, the phone will prompt for the camera to be activated (or open the camera automatically). Then you have to scan the QR code and follow the instructions that appear on your screen. Once the eSIM is activated, you will get a confirmation message.
Important: When you are trying to activate the eSIM, please ensure that your device is connected to a Wi-Fi network and you should have the latest iOS 12.2 on their devices for the eSIM to work.
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How long will it take to activate the eSIM?
24 hours if you’re transferring from an existing normal SIM to an eSIM.
24 to 48 hours if you have subscribed to a new connection.
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What should I do when I want to use another eSIM handset?
When you are moving from one eSIM handset to another, then:
Ensure that the eSIM profile is deleted from your handset. Refer to the device’s user manual to see how you can do this.
After you delete your profile, request for a new QR code from du.
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What should I do if I want to use another handset with a normal SIM (non eSIM device)?
To use a non-eSIM device, you need to first transfer your eSIM to a physical SIM by visiting a du store. However, if you have the MultiSIM service, you can request for an additional physical SIM for the same mobile number.
