topic Re: ESim request to customer services has disconnected me! in Tech Support

ESim request to customer services has disconnected me!

Chateau57 — Mon, 12 Dec 2022 15:56:25 GMT

I am about to take a delivery of a new iPhone 14. As I plan to use an eSIM in my new phone, I called Customer Services today to request an eSIM pack to be sent out (containing the QR code. I need to install it on my new phone).

The advisor told me that it would take three working days or maybe slightly more because of the Christmas post.

Shortly after the call ended. I noticed that I was disconnected from the O2 network on my current phone (which also uses an eSIM). I now have no working phone on the O2 network and my new phone, for which I ordered the same does not turn up for another four or five days.

my wife bought a new iPhone recently and went into an O2 shop to pick up an eSIM pack with a QR code. This was left to one side until she had the new phone delivered a couple of days later…..

it appears 30th one, requests and eSIM/Sim swap with Customer Services disconnects your current Sim from the network more or less immediately! It appears had I gone into an O2 shop and requested an eSIM pack then my phone would still be working until such time as I got a new phone and swapped it over using the swap my Sim process.

Help !!

Re: ESim request to customer services has disconnected me!

MI5 — Mon, 12 Dec 2022 16:06:54 GMT

@Chateau57

Check your MyO2.

If on the new billing system, it will be there for you.

Re: ESim request to customer services has disconnected me!

Chateau57 — Mon, 12 Dec 2022 16:20:43 GMT

I am on thé new billing system and I’ve seen the facility to download an eSIM from the My O2 app before…. However, as I no longer have any service on the O2 network on my existing phone, the, My O2 app wants to send me a text message with a security code in it, which of course I will never receive now as I’m no longer on the O2 network.

it would seem that requesting an eSIM from customer service generates a Sim swap request, which immediately disconnects your phone from the network, whereas going into an O2 shop and picking up an eSim pack with a QR code doesn’t?!

Re: ESim request to customer services has disconnected me!

MI5 — Mon, 12 Dec 2022 16:25:30 GMT

@Chateau57

Try your MyO2 online https://mymobile.o2.co.uk/

Re: ESim request to customer services has disconnected me!

Chateau57 — Mon, 12 Dec 2022 16:29:09 GMT

it’s still wants to send a code to my phone …..

Re: ESim request to customer services has disconnected me!

Bambino — Mon, 12 Dec 2022 16:30:40 GMT

I will tag an online advisor who will hopefully be able to assist you.
@O2nath_ci or @O2Emma can you please help @Chateau57?

Re: ESim request to customer services has disconnected me!

Chateau57 — Mon, 12 Dec 2022 16:31:23 GMT

I feel there is a real trap for the unwary here as an eSIM request made via Customer Services generates a Sim swap, disconnects your current phone from the network.

using the QR code in a printed eSIM pack, gives you much more control and you initiate the swap when you have the new phone available.

Re: ESim request to customer services has disconnected me!

Chateau57 — Mon, 12 Dec 2022 16:32:24 GMT

thank you, I’m a bit stuck with this!!!

Re: ESim request to customer services has disconnected me!

MI5 — Mon, 12 Dec 2022 16:36:50 GMT

Something very wrong with this system @Martin-O2 @Breanna @RafaC

Needs feeding back to O2.

Re: ESim request to customer services has disconnected me!

O2Emma — Mon, 12 Dec 2022 18:19:57 GMT

Hi @Bambino I will pick this up thanks.

@O2Simon can you pick this up please.

Re: ESim request to customer services has disconnected me!

O2Emma — Mon, 12 Dec 2022 16:51:29 GMT

Hi @Chateau57 I will send you a private message to look into this for you.

Re: ESim request to customer services has disconnected me!

Chateau57 — Mon, 12 Dec 2022 16:59:47 GMT

Thank you

Re: ESim request to customer services has disconnected me!

Anonymous — Mon, 12 Dec 2022 18:24:15 GMT

@O2Emma will take a look

Re: ESim request to customer services has disconnected me!

Chateau57 — Mon, 12 Dec 2022 20:10:36 GMT

There seems to be something fundamentally wrong with the system. If I call the Customer Support team and ask them to post me an eSIM pack with a QR code , this should not generate a swap my sim request and then disconnect me from the network ! If I go into a shop and pick up an eSim pack with a QR code this doesn’t happen !!!

Re: ESim request to customer services has disconnected me!

MI5 — Mon, 12 Dec 2022 20:21:43 GMT

Totally agree @Chateau57

We were told months ago that this was a system error that would be corrected, but as yet, it hasn't.

No surprise really as it takes months to fix anything these days. All we can do is keep reporting it and hope.

Re: ESim request to customer services has disconnected me!

Chateau57 — Mon, 12 Dec 2022 20:24:49 GMT

Disappointing…… have reported this to O2Simon

Re: ESim request to customer services has disconnected me!

RafaC — Tue, 13 Dec 2022 09:13:19 GMT

Thanks for the tag @MI5, I've also flagged it to the team.

Re: ESim request to customer services has disconnected me!

Himesh — Thu, 12 Jan 2023 21:30:45 GMT

The fact that this is still an issue is embarrassing. I requested an eSim earlier this week and am now locked out of my number.

@Anonymous @O2Emma how is it that you still allow users to request an eSim when you know that it doesn’t work?? Know that I will be switching network the moment I am finally reconnected. Terrible.

@Chateau57 how did you get this resolved?

Re: ESim request to customer services has disconnected me!

jonsie — Thu, 12 Jan 2023 22:31:11 GMT

It's not just esims though

Any sim request means your number is disconnected

Quite disgraceful really and O2 have had plenty of time to rectify their system

Some idiot programmed the system to do this, plenty of idiots at O2 to be able to rectify this surely?

Re: ESim request to customer services has disconnected me!

Chateau57 — Fri, 13 Jan 2023 09:01:13 GMT

I feel your pain.

It seems like a request for an eSIM from O2 will automatically (and immediately) disconnect your phone from the network. If this means an eSIM pack with a QR code needs to be sent out the customer is left without a working phone until it arrives.

I requested a new eSIM from customer services a week before Christmas- it never turned up! In the end I I went to the considerable inconvenience of driving to an O2 store (an hour away from where I live) and getting them to sort it out, which took over an hour on the phone to the technical support team.

O2 can send an eSIM electronically by email or the My O2 app, but this cannot be requested directly by a customer it would appear.

I have looked into the eSIM process with Vodafone and EE, and like you I shall be switching providers when my current contract runs out. I suggest other O2 customers wanting to use eSIM do the same.

O2 PLEASE SORT THIS WHOLE SORRY MESS OUT !!!