topic eSIM not provisioned in Tech Support

eSIM not provisioned

Mujja — Fri, 20 Dec 2024 16:33:29 GMT

Hi O2

Change phone plans earlier today. Using the same eSIM as before.

Is it normal to lose service and wait a few hours, or has something gone wrong?

My O2 > Install SIM shows the number is active.

Re: eSIM not provisioned

MI5 — Fri, 20 Dec 2024 16:44:39 GMT

@Mujja

No, not normal.

Unless you asked for a new sim it should just change over without loss of service.

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Re: eSIM not provisioned

Mujja — Sat, 21 Dec 2024 12:41:03 GMT

Called O2 support earlier and they had re-activated my old physical SIM.

When I switched phones in the summer, Samsung's Smart Switch asked me if I wanted to convert the physical to eSIM, which I said yes to. The whole process was handled by the app, I didn't need to login to My O2 and make any changes. I'm not sure if their system showed I was now using an eSIM.

Popped in the physical SIM and back up and running. Thanks for the help @MI5