topic Re: eSIM ordering problem in Pay Monthly

eSIM ordering problem

Chris-S — Mon, 29 Jul 2024 13:01:54 GMT

I recently upgraded to an iPhone 14 Pro. During the ordering process it recommended to use and eSIM. Once the phone arrived, on trying to transfer my existing number from a physical sim to the new eSIM, it wasn’t compatible. So a new eSIM was ordered and that’s where the problems started. Basically now that eSIM is “stuck” in the system and needs a “back office” operative to delete it. Lead time is 5 to 10 working days!!
In the meantime I have no service, as the physical sim has been deactivated and can’t be reactivated until the eSIM is removed. Several calls to customer services and a visit to a store over the weekend has got me to this point. Surely if a customer can’t get the service they pay for, that must be a priority and the “back office” can escalate? I have been with O2 for over 15 years and this is poor customer service

Re: eSIM ordering problem

jonsie — Mon, 29 Jul 2024 13:09:33 GMT

Unfortunately there is no one on here who can help

I agree with the need for a quicker turnaround when issues like this occur

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this
or give them a call on 202 or 0344 809 0202

Re: eSIM ordering problem

Dkat76 — Wed, 14 Aug 2024 11:08:10 GMT

did this issue get resolved ? I am in similar position and now the latest - they cant issue a pAC code also.