topic Re: o2 eSim to eSim transfer NIGHTMARE! in Pay Monthly

o2 eSim to eSim transfer NIGHTMARE!

Shabbadoof — Fri, 20 Sep 2024 17:05:34 GMT

Hi all,

I'm having a bit of a nightmare at the moment and I'm hopeful someone can perhaps help or give me some advice on how I can resolve it.

My existing phone is an iPhone 12 and I've now got an iPhone 16. The iPhone 12 has an eSim on it which has worked fine for months and I wanted to transfer that to the new phone.

Tried to transfer it during the setup of the new phone and it kept failing, fine OK I'll try and do it manually.

That doesn't work so I go into a store to see if they can help (the Leeds Trinity one) however because my account has sent me too many verification codes today they can't get into it and my account is locked out (and still seems to be) if I try and login on a new device I get told 'We can't send you anymore codes. Get in touch if you need help' so both the My02 app on my new phone or using safari on it won't let me move any further forward so I'm at a dead end there and they've told me to wait until the lock has been removed from my account which could take 2 hours, could take 24hrs etc.

so dead end there.

I then go onto X and connect with o2 and speak to someone there. They create a new order for me this afternoon of an eSim which has now deactivated my old eSim in my iphone 12 and the order appears to be stuck in processing so when I go onto 'Install Your sim' on My02 nothing is there for me to do.

I'm at a loss at what I should do next.

I can't ring / data / text anyone on my iPhone 12 as they have cut my existing eSim off.

IF the order completes for the replacement eSim is it not going to want to send a verification code to my existing number which now no longer works before it lets me do anything

I can't even setup my02 on the new iPhone 16 because when I go to login (and when verification codes can be sent to me again) it will send that to my existing number which I no longer have access to.

Your Sim page is currently showing -

Unable to make changes

Because there are some changes underway on your account, you can’t make any changes on this page at the moment.

I've also rang o2 tonight who basically just said it's best to do nothing and let the existing order complete.

Help.... anyone?? lol

Re: o2 eSim to eSim transfer NIGHTMARE!

hilo — Fri, 20 Sep 2024 16:53:42 GMT

It's been the same experience so far. But I wasn't even provided an option to generate a new QR code or a profile; straightaway, I was told to "go to the store and ask for physical SIM." What is the point of the eSIM, then?

Re: o2 eSim to eSim transfer NIGHTMARE!

Shabbadoof — Fri, 20 Sep 2024 16:56:14 GMT

@hilo wrote:
It's been the same experience so far. But I wasn't even provided an option to generate a new QR code or a profile; straightaway, I was told to "go to the store and ask for physical SIM." What is the point of the eSIM, then?

I suppose at least you have that option now.

If I show up and they see I can't even get the verification text messages because the existing eSim has been cut off It will just be another dead end!

Re: o2 eSim to eSim transfer NIGHTMARE!

madasaf1sh — Fri, 20 Sep 2024 17:13:32 GMT

Just go into a store with Photo ID, and say you need a new sim, as it's lost and they can sort you another SIM card...

If you dont need esim then stick to a physical sim, as lots of people across all networks have issues with esim, unless its your secondary number

@hilo

esim is good as secondary sims, but really not as your main sim as per above so many issues with them..

Re: o2 eSim to eSim transfer NIGHTMARE!

MI5 — Fri, 20 Sep 2024 17:16:20 GMT

So many customers with the same issue just lately.

It seems you have to wait for your next bill to be generated for it to clear down your account, such is the brilliant new O2 system.

Re: o2 eSim to eSim transfer NIGHTMARE!

hilo — Fri, 20 Sep 2024 17:21:22 GMT

@madasaf1sh I have had a card from Orange (from another country) and EE for a long time and had ZERO issues with eSIM. I joined O2 in the last few days because they finally added transfers, and now this. So, "people across all networks have issues with eSIM" is invalid. We also have 2024 - it should be easy to fix something like that online without the need to go to the store (I never was there, and I am not planning to go). I will terminate the contract with O2 because I still have a few days to do so.

For example, in the US, iPhones no longer have a physical SIM card slot. How would O2 handle this?

Re: o2 eSim to eSim transfer NIGHTMARE!

MI5 — Fri, 20 Sep 2024 17:26:34 GMT

Well said @hilo

TBH I've had zero issues with my esim but there does seem to be many issues lately with O2.

Re: o2 eSim to eSim transfer NIGHTMARE!

madasaf1sh — Fri, 20 Sep 2024 17:27:02 GMT

@hilo

Not it isn't invalid at all, there lots of issue with EE, Vodafone and Three, with esims if you look at other forums, and as someone who speaks to peers who manage enterprise devices across numerous different industries, no one wants to touch them as primary sims with all the issues..
They wouldn't as they dont do business in the US, and the US market has been forced down the road of esims by Apple..

o2's esim platform is not the best but its not the worse, for that lookj at Three...

All the ways to cancel are here or you will need to contact o2 to cancel under the 14day policy

Re: o2 eSim to eSim transfer NIGHTMARE!

Shabbadoof — Fri, 20 Sep 2024 17:41:23 GMT

@madasaf1sh wrote:
Just go into a store with Photo ID, and say you need a new sim, as it's lost and they can sort you another SIM card...

If you dont need esim then stick to a physical sim, as lots of people across all networks have issues with esim, unless its your secondary number

Do you think i'll be able to do this with me no longer having access to a working eSim as they've cut that off so I can't access the mobile number if they want to send any codes to it?

Re: o2 eSim to eSim transfer NIGHTMARE!

Shabbadoof — Fri, 20 Sep 2024 17:42:16 GMT

*** I can't even login to community.o2 on my iphone 12 anymore as it wants me to enter my usr/pwd again and then want to send me a code to verify who I am which i can no longer recieve!

Re: o2 eSim to eSim transfer NIGHTMARE!

Shabbadoof — Fri, 20 Sep 2024 17:44:02 GMT

@MI5 wrote:
So many customers with the same issue just lately.
It seems you have to wait for your next bill to be generated for it to clear down your account, such is the brilliant new O2 system.

I REALLY hope not as that's weeks away!

Re: o2 eSim to eSim transfer NIGHTMARE!

madasaf1sh — Fri, 20 Sep 2024 17:46:21 GMT

@Shabbadoof

Yes, just say its lost and ask for a physical sim , good luck..

Re: o2 eSim to eSim transfer NIGHTMARE!

MI5 — Fri, 20 Sep 2024 17:54:06 GMT

@Shabbadoof wrote:
@MI5 wrote:
So many customers with the same issue just lately.
It seems you have to wait for your next bill to be generated for it to clear down your account, such is the brilliant new O2 system.
I REALLY hope not as that's weeks away!

If it's stuck in processing the store won't be able to do anything unfortunately.

Re: o2 eSim to eSim transfer NIGHTMARE!

Shabbadoof — Fri, 20 Sep 2024 18:08:46 GMT

@MI5 wrote:
@Shabbadoof wrote:
@MI5 wrote:
So many customers with the same issue just lately.
It seems you have to wait for your next bill to be generated for it to clear down your account, such is the brilliant new O2 system.
I REALLY hope not as that's weeks away!
If it's stuck in processing the store won't be able to do anything unfortunately.

Right so o2 on the phone can't help cos there's an existing order for an esim

and the store you are saying won't be able to help at all and just give me a physical sim to use instead and allocate my usual number to it.

fun times..

Re: o2 eSim to eSim transfer NIGHTMARE!

MI5 — Fri, 20 Sep 2024 18:12:33 GMT

@Shabbadoof wrote:
.....and the store you are saying won't be able to help at all and just give me a physical sim to use instead and allocate my usual number to it.

Sadly not,

Re: o2 eSim to eSim transfer NIGHTMARE!

Shabbadoof — Fri, 20 Sep 2024 18:32:51 GMT

@MI5 wrote:
@Shabbadoof wrote:
.....and the store you are saying won't be able to help at all and just give me a physical sim to use instead and allocate my usual number to it.
Sadly not,

Right, so what unearth do I do then to fix this situation?

I don't get why O2 are telling me to constantly go to the store with ID to get this sorted. This is from my last chat with them

"Basically, the store team have access to get you an esim directly or a physical sim card directly offline so that your order is processed and hence, calling them and informing what happened on the account is something that might cause confusion and hence, I have got everything documented on the account just to make it easier and trust me, if this was possible from my end, I would have surely sorted this for you at the first instance.

I would still request you to please visit the store so that they can help you out and I really don't want you to be disappointed about this and especially after connecting with me. "

etc.

Re: o2 eSim to eSim transfer NIGHTMARE!

MI5 — Fri, 20 Sep 2024 18:55:08 GMT

Yeah, typical live chat waffle when they have no idea and just want to get rid of you.

Search the forum and you'll see many other posts the same as yours.

Re: o2 eSim to eSim transfer NIGHTMARE!

Barachus — Fri, 20 Sep 2024 19:11:17 GMT

I have a similar issue, upgraded from 14 to 16 and the esim transfer just won’t work. The support line are basically clueless about it.

its a joke how O2 can’t manage this process. I will be requesting a physical SiM and never going down the esim option with them ever again

Re: o2 eSim to eSim transfer NIGHTMARE!

Shabbadoof — Fri, 20 Sep 2024 19:31:26 GMT

@MI5 wrote:
Yeah, typical live chat waffle when they have no idea and just want to get rid of you.
Search the forum and you'll see many other posts the same as yours.

right so what do you think my next move should be here to get this resolved as quickly as possible?

Re: o2 eSim to eSim transfer NIGHTMARE!

MI5 — Fri, 20 Sep 2024 19:34:11 GMT

Nothing you can do @Shabbadoof

You are at the mercy of O2 unfortunately.