I have never had an issue switching phones with an esim. In the 10 times (maybe more) I have done it. I have never had to involve customer service. The switch has always been seamless.The hatred is for us who change phones frequently. This isn't an easy process unless it's once in a great while. 9 times out of 10 it cannot be done without the assist of support. It's horribly inconvenient. Like I said if you don't switch phones then you wouldn't get the hatred
Sounds like maybe it is a carrier issue.