Econet Wireless Zimbabwe has positioned itself at the forefront of digital transformation with the introduction of eSIM technology — a modern solution designed to eliminate the need for physical SIM cards. On paper, the service represents a significant leap forward for Zimbabwe’s telecommunications sector, offering convenience, flexibility, and a cleaner, more efficient mobile experience. However, recent on-the-ground investigations paint a very different picture, one that raises serious questions about accessibility and service delivery.
eSIM, or embedded SIM, is built directly into smartphones and can be activated digitally through a QR code, removing the need to physically insert or replace SIM cards. Econet promotes the service as “fast, secure, and hassle-free,” with benefits such as instant activation and the ability to run dual SIM profiles on a single device. For customers with compatible smartphones, particularly newer iPhones and high-end Android devices, this innovation is undeniably appealing.
In Zimbabwe, however, the rollout of eSIM services still relies heavily on physical retail stores. Customers are required to visit an Econet shop with identification to receive and activate their eSIM profile. This dependence on in-store service means that the success of the product is directly tied to the operational efficiency of Econet’s branches across the country.
That is where the problem begins, no eSIM services available.
Investigations conducted across multiple locations reveal a concerning pattern of service disruptions. At the Robert Gabriel Mugabe International Airport branch — a critical gateway for international travelers — eSIM services were reportedly offline. This is particularly troubling given that airports are key locations where eSIM adoption should thrive, especially among business travelers and tourists seeking quick connectivity upon arrival.
The situation is not isolated. A visit to the Machipisa branch in Highfield yielded the same result: systems down, no eSIM services available. Similar reports have emerged from Kadoma, where customers were also unable to access the service. These findings raise a pressing question — is there any branch in Zimbabwe currently offering fully functional eSIM services?
Econet operates a wide network of retail outlets nationwide, with dozens of branches listed across major cities and towns. Yet, the apparent inconsistency in service availability undermines the company’s ambitious push toward digital innovation. For a product that is marketed as seamless and instant, the requirement to physically visit a store — only to be turned away due to system failures — creates frustration and erodes customer confidence.
The irony is hard to ignore. eSIM technology is designed to reduce reliance on physical infrastructure, yet in Zimbabwe, it remains heavily dependent on it. Instead of simplifying the user experience, the current implementation appears to be adding another layer of inconvenience.
For customers, the impact is tangible. Many who have invested in eSIM-compatible devices do so with the expectation of convenience and efficiency. Being told that services are offline — sometimes repeatedly — defeats the very purpose of adopting the technology. It also raises concerns about whether Econet has fully prepared its systems and staff for a nationwide rollout.
To its credit, Econet remains a dominant player in Zimbabwe’s telecommunications sector, serving millions of subscribers and continuously introducing new technologies. However, innovation without reliable execution risks becoming little more than a marketing promise.
The current situation calls for urgent attention. Whether the issue lies in technical infrastructure, staff training, or system integration, customers deserve clarity. More importantly, they deserve a service that works.
As Zimbabwe moves toward a more digital future, eSIM technology has the potential to play a transformative role. But until Econet resolves the operational challenges at its branches, that potential will remain largely unrealized.
For now, many customers are left asking a simple question: where, exactly, can one actually get an Econet eSIM in Zimbabwe today?
