An eSIM (electronic SIM) is an embedded SIM Module that sits within a device and is not removable. Devices that are eSIM-enabled do not require a physical SIM card and could support more than one eSIM profile. (Module dependent)

 

 

An eSIM profile is the software that you must download to your eSIM-enabled device to access the Telstra Mobile Network.

 

 

An eSIM is embedded within a device. You can download an eSIM profile and buy a plan for it from the device itself online.

Conventional SIM cards can be moved from device to device. Before eSIM technology, you needed to have a physical SIM card to connect to the Telstra Mobile network. 

 

 

To set up your eSIM profile, click on the Wi-Fi icon in the bottom right corner of the screen, then click Get connected and follow the prompts to download an eSIM profile and attach a plan. All of this can be done from the device itself.  

You can also launch the Mobile Plans application that is pre-loaded on the device:

 

  1. Open Windows Start Menu
  2. Search or scroll to Mobile Plans
  3. Follow the steps to see the available plans and get connected

 

 

Currently, an eSIM service is only available to customers who have a compatible Microsoft Surface Pro LTE device or an eSIM-enabled device that operates on the Microsoft Windows 10 operating system.

 

 

Some wearables use eSIM technology. This will extend to laptops and other connected devices as the technology becomes more common.

 

 

You’ll need to access the Telstra support page via the Mobile Plan application to troubleshoot the issue and download your profile again. Ensure you’re connected to WiFi or Ethernet and have your Telstra username and password ready.

 

 

You'll need to access the Telstra Support page via the Mobile Plan application to troubleshoot the issue and download you profile. Ensure you're connected to Wi-Fi or Ethernet and have your Telstra username and password ready.

 

 

No. To take up a mobile broadband service using the eSIM module:

 

  1. Connect to the internet via WiFi or using a Dock
  2. Open Windows Start Menu
  3. Select Settings
  4. Select Network and Internet
  5. Select Mobile
  6. In the dropdown list titled: ‘Use this SIM for mobile data’, select SIM 2.

 

Please note: if your current SIM card is inserted you may experience an error when signing up for a mobile broadband service. You’ll need to take up a Telstra mobile broadband service on an eSIM-enabled device.

 

 

If you plan on selling your eSIM-enabled device, we recommend you delete your eSIM profile from the device before giving it to the new owner.

 

  1. Open Windows Start Menu
  2. Select Settings
  3. Select Network and Internet
  4. Select Mobile
  5. Select SIM 2 from the drop down list if it’s not already selected
  6. Scroll down to select Manage eSIM profiles
  7. Under ‘eSIM profiles’, select the profile you wish to delete
  8. Select Delete

 

NB: If a full device reset (wipe everything) is triggered, the user will also be prompted to keep or delete any eSIM profiles.

 

 

Please call us on 13 22 00 or +61 439 125 109 (from overseas) with your service number and ask to apply an IMEI block, to ensure your device can’t be used on any network in Australia, as well as a service suspension, to prevent any malicious use.

 

 

Yes, you’ll need to go to a Telstra store and ask for a SIM swap to get a physical SIM card.

 

 

If you’re on a smartphone or tablet:

  • Open the Telstra 24x7® app and select your Pre-Paid service.
  • Tap My usage.
  • Navigate through the ‘Calls’, ‘Messages’ and ‘Data’ tabs to view your usage.

 

Or

  • Type m.telstra.com into your browser.
  • Scroll down to the ‘Check balance details’ button.
  • Select Usage history.

 

If you’re on a desktop:

  • Sign into your Telstra 24x7 My Account.
  • Select your Pre-Paid service number from the dropdown list at the top of the page.
  • Hover over ‘Offer & Usage’ and select Usage.
  • You’ll see your details displayed here.

 

 

To view Telstra’s plans for eSIM-enabled devices, go to the Wi-Fi icon in the bottom right corner of the screen of your Microsoft Surface Pro LTE or devices that operate on the Microsoft Windows 10 operating system and click Get connected, or "landing page (TBC)" and choose a Pre-Paid recharge or a month-to-month plan.

 

You can also launch the Mobile Plans application that is pre-loaded on the device and navigate to the Telstra site:

  1. Open Windows Start Menu
  2. Search or scroll to Mobile Plans
  3. Follow the steps to see the available plans and get connected

 

Good to know: Telstra Mobile Broadband plans for eSIM are only visible from an eSIM enabled device.

 

 

You can check your SIM type in the settings page on your device. If ‘SIM 1’ is selected, then you’re using the physical SIM tray. If it’s ‘SIM 2’, then you’re using the eSIM module.

  1. Open Windows Start Menu
  2. Select Settings
  3. Select Network and Internet
  4. Select Mobile
  5. See ‘Use this SIM for mobile data’ section

a. Choose SIM 1 for the physical SIM card tray

b. Choose SIM 2 for eSIM

 

 

The ICCID/IMSI details can be found in the advanced options of your eSIM/SIM service.

  1. Open Windows Start Menu
  2. Select Settings
  3. Select Network and Internet
  4. Select Mobile
  5. See ‘Use this SIM for mobile data’ section: Choose SIM 2
  6. Select Advanced Options
  7. Scroll to the bottom to find your eSIM details.

 

 

A Telstra ID allows you to manage your service and track your usage in the Telstra 24x7 app and My Account, as well as from the Microsoft device itself. To get a Telstra ID, visit Register for a Telstra ID.

 

 

If you have used the eSIM Support App to troubleshoot your eSIM in the past, you may have downloaded a new profile to resolve your issue. In this case, the new profile is set as the default though the old profile remains on your Surface in a dormant state. This profile can be removed as it is no longer required. See next question for removal instructions.

 

 

You can delete or remove your eSIM profile by accessing your device’s settings page and navigating to your eSIM profile:

  1. Open Windows Start Menu
  2. Select Settings
  3. Select Network and Internet
  4. Select Mobile
  5. Scroll down to select Manage eSIM profiles
  6. Under ‘eSIM profiles’, select the profile you wish to delete
  7. Click Delete

 

 

Yes. Both consumers and small business customers can sign up to a mobile broadband service on an eSIM-enabled device.

To set up your eSIM profile, click on the Wi-Fi icon in the bottom right corner of the screen, then click Get connected and follow the prompts to download an eSIM profile and attach a plan. All of this can all be done from your Microsoft Surface Pro LTE or devices that operate on the Microsoft Windows 10 operating system.

 

 

When you perform a factory reset, your eSIM profile will remain on your eSIM-enabled device. After reformatting your hard drive, please check if the profile has been removed from the device. If it has, you’ll need to go through the Telstra support page via Mobile Plan to restore your service.

 

 

No. If you want a plan for an eSIM-enabled device, you’ll need to sign up for a new Telstra Mobile Broadband plan when you purchase the device.

Before signing up to a Telstra Mobile Broadband plan, please ensure that ‘SIM 2’ is selected within the device settings page:

 

  1. Open Windows Start Menu
  2. Select Settings
  3. Select Network and Internet
  4. Select Mobile
  5. In the dropdown list titled: ‘Use this SIM for mobile data’, select SIM 2.

 

 

To switch devices, simply sign up for a new eSIM service on the new device, you will be eligible for any sign up trials available to new customers. It is not possible to move an existing service between Microsoft Surface Pro devices.

 

 

 

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