Esim installation is unsupported on your device

Hello All,

I have purchased my iphone 11 pro max from Turkey two weeks ago. Previously, I have used iphone XS Max purchased from Poland and used e-sim with it for around 9 months.

The problem is on my new iphone 11 pro max purchased from Turkey;

1- Settings - General - About - I do not have EID number

2- Settings - Cellular - I do not have add plan option

3- When I try to scan the QR code provided from carrier (Poland Orange) error message appears and says;

Cellular plant can't be set up, eSIM installation is unsupported on your device.

I have been in contact with Apple support for over a week now, my case ID is 101019500237

I have been few times suggested by apple to contact with carrier but my problem is not with carrier my problem is 'why my phone doesnt have option to add a plan under cellular?'

My colleagues who have purchased iphone (XS max , 11 pro and 11 pro max ) all have option to add plan under cellular also whenever I try to scan the eSIM QR code with their phones, eSIM works.

I need support.