topic Re: ESIM SIM swap in Tech Support

ESIM SIM swap

xanqwer — Fri, 12 Apr 2024 16:19:26 GMT

Hi,

I upgraded to an Iphone 15 that arrived yesterday, I wanted to do a manual sim swap using my physical sim.

However the sim would not work in the phone, I called support, who told me I had requested an ESIM, which I hadn't with the upgrade order, however it seems like part of the new phones phone-to-phone configuration system, it requested an esim for the physical sim in my old phone.

The problem is its been well over 24 hours and there is no ESIM, the old sim is blocked and when I called support again they tell me there's no way to unblock it, they can't request a new esim or a new sim and there is nothing they can do.

I asked them to raise a ticket with their backend team but I've been told that's a five to ten days wait. I use this phone for work and am already missing customer calls.

I'm not sure what to do and any help would be greatly appreciated, thanks.

Re: ESIM SIM swap

MI5 — Fri, 12 Apr 2024 16:32:38 GMT

@xanqwer

Your esim should be available in your MyO2.

Re: ESIM SIM swap

xanqwer — Fri, 12 Apr 2024 16:49:53 GMT

@MI5 thanks, but I've tried that before I get this error.

Re: ESIM SIM swap

MI5 — Fri, 12 Apr 2024 16:54:07 GMT

@xanqwer

Try going to replace your sim.

Choose technology change as the reason and select esim from there.

Re: ESIM SIM swap

xanqwer — Fri, 12 Apr 2024 17:15:57 GMT

No joy i'm afraid, its well and truly locked.

Re: ESIM SIM swap

MI5 — Fri, 12 Apr 2024 17:25:54 GMT

Sorry mate. Looks like you are locked out until your next bill is generated.

The system will reset then.

Re: ESIM SIM swap

xanqwer — Fri, 12 Apr 2024 17:34:07 GMT

Thanks for your help.

But just to make sure I understand you correctly, because I bought an upgrade from O2 I now will have no working phone for nearly half a month? That surely can't be the answer?

Re: ESIM SIM swap

MI5 — Fri, 12 Apr 2024 17:42:34 GMT

@xanqwer

I'd keep trying customer services.

I can't see why they can't override the system tbh, but you do struggle to get someone who knows what they are doing these days unfortunately.

Re: ESIM SIM swap

xanqwer — Fri, 12 Apr 2024 17:47:42 GMT

Thanks @MI5.

@Dave-O2, @Chris_K , @ColinO2 I don't suppose one of you would be able to help me? Telephone support seems to be unable to help.

Re: ESIM SIM swap

pgn — Fri, 12 Apr 2024 20:15:16 GMT

@xanqwer wrote:
Thanks MI5.

Dave-O2, Chris_K , ColinO2 I don't suppose one of you would be able to help me? Telephone support seems to be unable to help.

Chris_K has left O2, ColinO2 is remarkably silent even if it was 360 he posted about in Jan-2023, and @Dave-O2, the forum manager, will not see your post until sometime Monday 15-Apr-24, @xanqwer.

Persist with O2 via Social Media, you may, after a few nudges, get a sensible reply by Monday - the three O2 Social Media Team contacts are in the link just below. Good luck!

Re: ESIM SIM swap

NicoleMartine — Sat, 13 Apr 2024 10:03:15 GMT

Hi, just wondering if you ever got this sorted? I’m sorry I cannot help much, I’m going through a very similar issue but unable to call them as I have no service and no other way to contact them (I’ve been trying through the my o2 app all week but I get different information from each advisor).

The only thing I can suggest to yourself is going to your nearest o2 shop and asking for a replacement eSIM pack (explain your issue to them and they should be able to provide you with one), it’s the only option they’ve given me but I cannot get there due to being physically disabled and housebound; I believe you need your photo ID with you to do this in store.

I hope this helps if you have not solved your issue already, I’m sorry you’re going through a similar situation, I know how frustrating this can be as I’ve now had no SIM/eSIM for a week.

Good luck!

Re: ESIM SIM swap

xanqwer — Sun, 14 Apr 2024 03:04:01 GMT

@pgn Thanks for the link, I'll see if I can get a response from them.

@NicoleMartine Unfortunately not, I'm sorry to hear your having this problem too, from my many calls to customer support, I've hopefully got them to submit a couple of tickets to their technical support, though they've told me the wait is apparently 5 to 10 working days. I'm going to give support another call tomorrow, but I'm not sure what else they can do. Hopefully someone will get back to me either on social media or this forum on Monday. I'll be sure to update if I get anywhere with the problem.

Re: ESIM SIM swap

MI5 — Sun, 14 Apr 2024 09:35:43 GMT

@xanqwer

@NicoleMartine has a resolution by persevering with O2.

https://community.o2.co.uk/t5/Tech-Support/No-eSIM-SIM-card-PLEASE-HELP/td-p/1710002

Re: ESIM SIM swap

xanqwer — Mon, 15 Apr 2024 10:35:05 GMT

@MI5

I'm glad @NicoleMartine managed to get her esim sorted.

I contacted the o2 app support and although helpful, told me there was nothing they could do besides submit a technical support ticket, they also told me going into a store will not fix the issue I have.

I am currently locked out of many of the programs and services I use for work due to being able to fill in 2FA requests.

I hope @Dave-O2 might be able to accelerate whatever needs to happen with the backend team.

Thanks

Re: ESIM SIM swap

MI5 — Mon, 15 Apr 2024 11:36:11 GMT

@xanqwer

The message is "keep trying"

Re: ESIM SIM swap

Dave-O2 — Mon, 15 Apr 2024 12:20:59 GMT

Afternoon @xanqwer

Can you please drop me a PM with your mobile number and I'll see what I can do 👍

Re: ESIM SIM swap

xanqwer — Sat, 20 Apr 2024 14:00:24 GMT

@Dave-O2 managed to solve the problem for me by cancelling the sim swap, I had to go into an O2 store afterwards to get a new sim but I am very grateful for his help in getting a resolution.

Re: ESIM SIM swap

ShurajV — Fri, 09 Aug 2024 11:45:26 GMT

Hi Dave, I am in the same issue. I have been on the phone with o2 customer service for 10 days now! Please can you help me?

Re: ESIM SIM swap

pgn — Fri, 09 Aug 2024 12:53:14 GMT

@ShurajV wrote:
Hi Dave, I am in the same issue. I have been on the phone with o2 customer service for 10 days now! Please can you help me?

Have you been into an O2 Shop and asked if they can move you back to a physical SIM card, @ShurajV? Take photo id with you, otherwise no help will be offered.

https://stores.o2.co.uk/

Good luck.

Re: ESIM SIM swap

Enlli — Fri, 09 Aug 2024 14:03:31 GMT

Dave is on leave till October