Reply from eSIMoFeb 17, 2026
Hi Liad,
I hope you are doing well.
First of all, we truly appreciate you highlighting that the service you received was fast and courteous. Customer excellence is a core value for us, both in terms of service and product quality, which is why it was important for us to thoroughly review your case with our support team.
Our internal review shows that you were connected to a human support representative in 11 seconds, with full guidance provided to help you complete the installation correctly and connect to the network. According to the system data, the connection was already active and data usage had started even before the assistance, but our team continued supporting you to ensure everything was working properly and that your experience was smooth.
As also explained during your conversation with the team, network quality depends directly on your physical position and the local carrier coverage available in that specific area. We provide access to multiple local partner networks, but signal conditions themselves are influenced by your real time physical location.
In addition, although the service was delivered as expected, we still provided you with a discount coupon for a future purchase as a genuine gesture of goodwill.
You also requested to transfer the remaining data balance to a different package. It is important to clarify that this action is not technically possible. Once a package is purchased for a specific destination, the data remains assigned to that package and cannot be transferred to another destination. That said, we offer our customers a very wide selection of plans ranging from single country packages to regional and global plans, allowing accurate and flexible choices based on individual needs.
In summary, our review confirms that you received support and service at the highest level we are committed to providing to all our customers. We are always here for you anywhere in the world, 24 hours a day, with professional human support and fast response times. Yes, including an average waiting time of about 11 seconds 🙂
Best regards,
eSIMo Support Team
