topic Re: esim stuck in processing 15 day in Discussions & Feedback

esim stuck in processing 15 day

MR-Cooke — Fri, 09 Aug 2024 18:27:46 GMT

eSim stuck in processing now for over 2 weeks, 3 x 202 customer service calls not interested and have done nothing. 2 in store visits nothing done about it. I have formally complained to ofcom via their complaints procedure.
Due to the absolutely appalling way this has been handled I have begun the switch over to Smarty, for the other 3 O2 accounts held by me.

Re: esim stuck in processing 15 day

Ahmed6 — Fri, 09 Aug 2024 19:04:49 GMT

Hi Mate,

Sorry that you're going through this. I'm going through something similar, my Esim has been stuck on processing for over 48 hours now (according to O2 customer service). Have customer service ever told you that the back office is looking into it and they have sent them a ticket? (this is what they told me)

Are you able to switch to a different network provider and keep your number? If so, I would like to do the same thing as I really don't fancy waiting 2 more weeks without a phone.

Re: esim stuck in processing 15 day

Dkat76 — Wed, 14 Aug 2024 10:07:57 GMT

Same position here Ahmed ? what did you do - they cant issue a PAC code also as the SIM doesnt work.

Re: esim stuck in processing 15 day

pgn — Wed, 14 Aug 2024 13:21:35 GMT

@Dkat76 wrote:
Same position here Ahmed ? what did you do - they cant issue a PAC code also as the SIM doesnt work.

Reach out to O2 via Twitter or Facebook using the link just below - and poke them periodically until you get a responsive agent. Good luck!

Re: esim stuck in processing 15 day

Ahmed6 — Fri, 16 Aug 2024 15:14:49 GMT

I've decided I'm going to wait, I'm thinking that if I decide to switch while the esim is processing - it might cause an issue somewhere else

It's been around 10 days now since my esim started processing, unfortunately no resolution yet apart from 'wait'. I've been in contact with the team on twitter and nudge them every couple of days, no luck yet 😞

Re: esim stuck in processing 15 day

ETS — Wed, 06 Nov 2024 22:27:18 GMT

Did anyone actually ever get this resolved? Have seen a lot of people in the past few months come forward with this issue, but nobody with any messages of success (and if so, how long it took/what happened?)

Re: esim stuck in processing 15 day

Oxonian — Fri, 08 Nov 2024 20:21:36 GMT

A warm welcome to this O2 customer to customer community @ETS.

If you are asking that question of @MR-Cooke, @Ahmed6 and @Dkat76, you need to tag them thus. As they have not returned, their problems presumably sorted themselves out. 👍

Re: esim stuck in processing 15 day

Enlli — Fri, 08 Nov 2024 20:39:53 GMT

@ETS Going on the date of the posts we can assume at some point it was fixed for these customers.

People rarely return to report outcomes, unfortunately.