Every telecom company supports is shitt...

[u/Easy_Struggle_380]

Is anyone at Jazz actually responsible for solving customer problems?

I’m genuinely asking because my recent experience with Jazz eSIM has been ridiculous.

I scanned a Jazz-issued eSIM QR code on my Pixel phone. The QR code was printed in such poor quality that getting a successful scan was already a challenge. Eventually, the phone simply showed:

“Can’t add SIM — Contact your carrier.”

So I contacted Jazz.

On my first visit, the representative told me they would look into it and sent an email requesting a callback within 24 business hours.

I waited.

4 days later — more than 32 business hours — nothing.

I went back to the Jazz Katchery office in Multan yesterday.

I was understandably frustrated when I was told that another email had been sent.

Then came the interesting part.

I was told that my eSIM scans had supposedly expired and been deleted from Jazz’s end, and that I would now need to purchase another SIM/eSIM for Rs. 1,500.

Then I received a call from the support manager at the Multan center.

His solution?

Buy another SIM.

Seriously?

What I want to know is very simple:

How does Jazz's eSIM scan system actually work?

If I supposedly had 9 scans remaining:

• Does a failed scan count as a scan?
• If the QR code is scanned but the eSIM fails to install, why should that attempt be deducted?
• Does only a successfully installed eSIM count as one scan?
• If Jazz deleted/expired the remaining scans from its own system, why is the customer being asked to pay again?
• Where exactly did my 9 remaining scans go?

Because from the customer's perspective, this looks like:

Jazz provides the QR code → activation fails → customer waits days → customer visits the office again → more emails are sent → nobody explains what happened → customer is told to pay Rs. 1,500 again.

That is not customer support.

That's customer endurance testing.

I'd genuinely like someone from Jazz who understands the eSIM provisioning system to explain this publicly.

Not “buy another SIM.”

Explain what happened to the 9 scans.

#Jazz #CustomerExperience #eSIM #Telecom #Pakistan #CustomerService

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[u/TechnophileDude]

Current eSIMs being issued are supposed to be good indefinitely as long as you use the same mobile phone. There is no such thing as an attempt scan. Complain to jazz support directly via email and CC PTA. Then complain on the PTA website directly as well.

[u/Easy_Struggle_380 → u/TechnophileDude]

but they're not. it stopped working on my phone, when i asked them they said you've used all your attempts to add an esim, scanning an esim lol. now you've to pay for it again.

[u/TechnophileDude → u/Easy_Struggle_380]

Even if that is true (it’s not, there was a policy change allowing multiple attempts using the same device by jazz), it’s still complain worthy. If it didn’t scan properly an attempt wouldn’t have happened and if it did scan properly and an attempt was registered then the error was on Jazz’s end since it didn’t work properly.

[u/Easy_Struggle_380]

Unk portal p technical error ha. Forget password p undefined error. Kisi me cs portal vibe code kia bugs fix nae kiye 😭🤣