topic Re: eSIM Issue - URGENT!!! in Pay Monthly

eSIM Issue - URGENT!!!

uncleiven197 — Fri, 13 Nov 2020 16:44:42 GMT

Can anyone from O2 help me with an issue I am currently having please.

I have received the iPhone 12 Pro Max today and I am unable to add my eSIM on as a cellular plan. I get the following error message....

Cellular Plan Cannont Be Added

This code is no loner valid. Contact your carrier for more information.

I have tried to get through and speak to CS a few times but I've ended up being cut off each time (very frustrating).

I can't see a way around this as I am unable to complete a SIM swap if I was to try and use a physical SIM or get a new eSIM pack as my "personal line" is no longer on my phone so I can't receive an SMS.

I seems like I need O2 to "unblock" this eSIM again so I can add it as a plan, as I previously did a SIM swap to it earlier in the week so it was working on my old iPhone 11.

Re: eSIM Issue - URGENT!!!

MI5 — Fri, 13 Nov 2020 16:47:23 GMT

@uncleiven197

You can't swap an esim from one phone to another.

You need a new esim pack by calling customer service.

Numbers here
Or advice from an O2 Guru regarding a way to get through:
If you call 202, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.

Re: eSIM Issue - URGENT!!!

uncleiven197 — Fri, 13 Nov 2020 16:58:01 GMT

But I don't see how I can do a SIM swap based on what I have said above... I won't be able to receive a text with the security code to complete the swap?

Re: eSIM Issue - URGENT!!!

MI5 — Fri, 13 Nov 2020 17:02:51 GMT

@uncleiven197

You need to leave the esim active on old phone and you start the sim swap from that when you have the new esim pack.

Re: eSIM Issue - URGENT!!!

uncleiven197 — Fri, 13 Nov 2020 17:08:50 GMT

I appreciate that but unfortunately that is no longer possible as that phone has been wiped and sent on it's way... clearly I've been too eager to switch over to the new 12 and I shouldn't have used the new eSIM pack on the old phone!!!

So I can't see a way out of this unless O2 are able to help from "their" end.

Re: eSIM Issue - URGENT!!!

MI5 — Fri, 13 Nov 2020 17:09:34 GMT

@uncleiven197

Try customer service and see if they can activate it at their end.

Re: eSIM Issue - URGENT!!!

uncleiven197 — Fri, 13 Nov 2020 17:09:58 GMT

I have but I've already been cut off twice 😞

Re: eSIM Issue - URGENT!!!

MI5 — Fri, 13 Nov 2020 17:11:09 GMT

Keep persevering.

If no luck tonight, try at 8.00am in the morning.

Re: eSIM Issue - URGENT!!!

uncleiven197 — Fri, 13 Nov 2020 17:26:19 GMT

So yeah this isn’t going well.

I’m being passed from pillar to post. Been to business tech support and then a team who deal with PAC issues..... sigh 😔

Re: eSIM Issue - URGENT!!!

madasaf1sh — Fri, 13 Nov 2020 19:01:33 GMT

@uncleiven197

Did the phone come with a sim card by any chance as o2 send this out sometimes?

If not call o2 and request a new sim card (lost sim) to be sent to you, put this in the device and call to activate it.

Once you have activated it then request a new eSim Pack and once this arrives do a sim swap.

I know this is a faff, but this maybe your only way round the issue.

Re: eSIM Issue - URGENT!!!

uncleiven197 — Fri, 13 Nov 2020 20:14:33 GMT

Yep they did and this is that I’ve done to get around the situation. Managed to get through to a very helpful O2 person who activated the physical SIM that came with my phone.

I use my work line with the physical SIM normally so I’ll have to do without that for a few days until my new eSIM pack turns up.

Got there in the end

Re: eSIM Issue - URGENT!!!

madasaf1sh — Sat, 14 Nov 2020 11:18:45 GMT

Good to hear @uncleiven197

Re: eSIM Issue - URGENT!!!

MI5 — Sat, 14 Nov 2020 11:45:55 GMT

Pleased it's sorted for you