Iphone 14 - New Esim and Sim not connecting to network

[Bina_patina]

I have recently upgraded to a iphone 14 and have received a 5G esim and also a physical sim.  I have transferred over my data and apps via wifi but when I have added the esim I get a message stating my network provider does not support this service.  I have also tried to connect to the network using the physical sim and again I cannot connect to the network.  I have spoken to apple and they suggest it's a network provider issue but when I went into the o2 store they were not very helpful.  My old phone is still working.  Any advice on what I can do to resolve this problem?   

[Cleoriff]

@Bina_patina 

We're just customers like you but it sounds as if you need someone to access your account which can't be done from here.

Give O2 a call on 202 or 0344 809 0202 (Contract) OR 4445 or 0344 809 222 (PAYG)

Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

[pgn]

Hi @Bina_patina - depending on how well you got on with O2 via Social media as @Cleoriff suggested, this may help:

1. Upgrade from O2 to O2, means you'll need a Sim Swap to transfer from 4G to the new 5G Physical SIM - tips here Guide: Sim Swap: a mini guide 2017 update 

2. Then you can switch from physical 5G SIM to eSIM.

3. That your old phone (was it an iPhone too?) indicates you may not have everything set up on the O2 side regarding iPhone (different settings from Android).

4. I'll tag @O2nath_ci for help on item 3, good luck!

[O2nath_ci]

thanks @pgn 

@Bina_patina i will private message you