Turkcell eSIM Error Left My Phone Line Completely Dead for Days

I live abroad and I am a Turkcell individual postpaid Platinum line user. On December 14, 2025, because I changed my phone, I applied through the Turkcell app to convert my existing physical SIM card to an eSIM. After completing all the verification steps in the app without any issues, at the final stage the app asked me to remove my current SIM card from the phone. When I continued after this warning, the system displayed an error saying “An unknown error occurred” and the process was interrupted. The problem started exactly at this point.

Immediately after this error, I realized that my old SIM card had been deactivated, and as soon as I noticed this, I contacted customer service. In the first call, I was told that the eSIM service had been activated and that I would be able to view the QR code required for eSIM activation from the “Line Settings” section in the Turkcell app. After ending the call and checking that screen, I saw that there was no option related to a QR code, so I contacted customer service again.

During the second call, the representative conducted a more detailed review and stated that although the eSIM service was defined on my line, the system screen that support staff normally use to generate and send the QR code for activation had never been opened for my line. As a result, a fault record was created. Since that day, my line has been completely unusable for 6 days.

During this time, I have called customer service 4–5 times, and each time I was only told that I needed to “wait.” I am currently being kept waiting under fault record number 188455557, but no concrete solution has been offered.

Because my line is inactive and I have also changed my phone, I cannot access any services that rely on phone number activation, including banking services. As a result, both my daily life and my financial transactions have been seriously disrupted.

As an individual postpaid customer who pays an average monthly bill of $59–$70 USD, I find it unacceptable that a company positioning itself as a telecommunications and technology company leaves its customer without communication for days due to a system error and responds to such a critical issue only by saying “wait.”

I urgently request that my line be reactivated immediately and that the period during which I was unable to use my service due to this error caused by Turkcell’s own systems be deducted from my billing amount.