topic Re: Physical SIM to eSIM failed in Tech Support

Physical SIM to eSIM failed

RandAlThor — Mon, 03 Jun 2024 17:54:55 GMT

Hi, guys and girls,

I have the following issue. I requested an eSIM (for an existing physical SIM) on Saturday, but 2h after the request the eSIM activation apparently failed as I got a notification on the iPhone. Now neither the eSIM nor the physical SIM is working.

I've been to two different stores, but because the order for "Deactivation, SIM Swap" is still "processing", the O2 system wouldn't allow them to generate a new eSIM or physical SIM as the number is marked as "Reserved". The issue has been escalated to the backend technical team, but I am seeing a lot of messages that they are not very proactive.

I've also spoken to a number of Customer Service Agents via the phone who have been extremely unhelpful repeating "we are sorry for this", but not actually offering a solution, but waiting, so I've escalated this as a complaint. In addition, I am also chasing O2 on Twitter.

While I understand that there are unforeseen tech issues, it is really unfathomable that nothing can be done and nobody can simply cancel the order to request a new eSIM or physical SIM. I am getting stressed as this number is linked to a number of 2FA and I will also be travelling outside the UK for a prolonged period of time from Friday.

Any idea, how to get this resolved faster or at least get to the backend team in time? How long can an order be marked as processing before it is automatically cancelled?

I would really appreciate any help and support at this time.

Re: Physical SIM to eSIM failed

MI5 — Mon, 03 Jun 2024 18:13:26 GMT

@RandAlThor

If you can't install from your MyO2 you have no choice but to keep pestering O2

Try them on social media.

Re: Physical SIM to eSIM failed

RandAlThor — Mon, 03 Jun 2024 18:17:38 GMT

@MI5 I cannot do it via the MyO2 as it won't allow me to generate any orders (I would assume for the same reason as the people in-store).

I am constantly calling them and chasing on social media, but this is a really poor experience =( and it's such a simple task.

Re: Physical SIM to eSIM failed

RandAlThor — Mon, 03 Jun 2024 18:21:31 GMT

Hi @Dave-O2 ,

I am terribly sorry to tag you like this and bother you, but I saw that you were mentioned in similar threads and also managed to help some people out.

Do you think that something can be done about this?

Thank you very much in advance 🙏

Re: Physical SIM to eSIM failed

Dave-O2 — Tue, 04 Jun 2024 15:17:19 GMT

Afternoon @RandAlThor

Can you please drop me a PM with some further details and I'll take a closer look.

Re: Physical SIM to eSIM failed

RandAlThor — Tue, 04 Jun 2024 15:31:03 GMT

Good afternoon @Dave-O2,

Thank you very much. I've sent you a message. Please do let me know if there is anything else that you need as info.

Re: Physical SIM to eSIM failed

Dave-O2 — Wed, 05 Jun 2024 08:35:16 GMT

Morning @RandAlThor

I have your PM and I'll be back in touch as soon as I can.

Re: Physical SIM to eSIM failed

ZooMoo — Sun, 30 Jun 2024 19:19:00 GMT

Hi. I am in the same situation and just wondering how long it’ll likely take? I’ve been told 10 days possibly and that I’ll be contacted. Just wondering how as I don’t have a working number

Re: Physical SIM to eSIM failed

pgn — Sun, 30 Jun 2024 23:00:48 GMT

@ZooMoo wrote:
Hi. I am in the same situation and just wondering how long it’ll likely take? I’ve been told 10 days possibly and that I’ll be contacted. Just wondering how as I don’t have a working number

Send a PM about the problem you have, here on the forum to @Kei-M_O2 on Monday, as Dave-O2 is off for a few months, @ZooMoo.

Good luck!

Re: Physical SIM to eSIM failed

RandAlThor — Tue, 02 Jul 2024 15:18:28 GMT

Hi, there,

Well, it took them about a week, but this was with constant chasing on all possible channels - call, Twitter, chat.

Finally, the elusive backend team started working on this and the card started working on its own.

So I guess really the only thing you can do is simply follow-up with everybody.

Re: Physical SIM to eSIM failed

pgn — Tue, 02 Jul 2024 15:43:42 GMT

Poke and wait - the beauty of the Social Media channels, @RandAlThor - and glad you got sorted, eventually.

Re: Physical SIM to eSIM failed

MR-Cooke — Mon, 12 Aug 2024 07:02:21 GMT

I’m still waiting 20 days, the company o2 is utterly appalling 3 calls to 202 and 2 in store visits. I’m in exactly the same position as you, but I can call out but no data or texts, so can’t even log in to my o2 account as can’t receive text code.

I’ve emailed Ofcom for advice and my family of 3/4 have requested pac codes in protest and are leaving o2 appalling company.

Re: Physical SIM to eSIM failed

AndyJNew — Sun, 25 Aug 2024 10:28:56 GMT

Hi, how did you get this sorted please as I'm in exactly the same situation.

This is not acceptable from O2 and I can't even return the phone as my sim is still "processing"

Absolute shambles of a company the way they expect you to just wait days on end until they can be bothered to look into it.

Many thanks

Andy

Re: Physical SIM to eSIM failed

AndyJNew — Sun, 25 Aug 2024 10:49:47 GMT

Hi @Dave-O2

I'm in the same situation as RandAIthor.

Called O2 numerous times and just get fobbed off. Been to the O2 store twice and nobody can help as my Esim is still processing. Can you help please?

Thank you

Andy

Re: Physical SIM to eSIM failed

Enlli — Sun, 25 Aug 2024 10:44:56 GMT

@AndyJNew If you are looking for Dave from O2 he is on paternity leave until October.

Sorry there is no one here to help

Re: Physical SIM to eSIM failed

AndyJNew — Sun, 25 Aug 2024 10:46:39 GMT

@Enlli Hi, Thank you for letting me know.

Re: Physical SIM to eSIM failed

Oxonian — Sun, 25 Aug 2024 15:59:39 GMT

@AndyJNew

Who are you directing that question to ? To @MR-Cooke maybe ?

Whoever it is aimed at, you need to tag them thus ! 👍