topic Re: eSIM Service Down Since Early Morning in Tech Support

eSIM Service Down Since Early Morning

DingLeung — Tue, 01 Jul 2025 19:23:26 GMT

I am an eSIM user. Since around 6:00 AM today, I have had no signal at all. Even now, I still can't get any signal. I have already restarted my phone multiple times, but it hasn’t helped — the signal is still not coming back.

I also went to an O2 store to ask for help, but they told me they couldn't assist me and just asked me to go home and wait.

I live in Edinburgh and I've been without signal all day. I've been unable to get any help from customer support. I’ve also seen that many others are having the same issue today. Has this problem been resolved yet by O2?

Re: eSIM Service Down Since Early Morning

Cleoriff — Tue, 01 Jul 2025 19:43:40 GMT

@DingLeung

According to the forum manager, those people who had problems should now have a working service.

Re: eSIM Service Down Since Early Morning

Johnstonkp — Tue, 01 Jul 2025 20:54:57 GMT

I still have no service with my esim. Emergency calls only. Putting a relative's physical SIM in my phone works. I spent 30 minutes on a call with O2 earlier who said it all looked fine. What is the fix please?

Re: eSIM Service Down Since Early Morning

Cleoriff — Tue, 01 Jul 2025 21:18:29 GMT

@Johnstonkp

You should go instore with ID and change to a physical sim. Esims and O2 often aren't a good match sadly.

Re: eSIM Service Down Since Early Morning

jren207 — Tue, 01 Jul 2025 21:20:45 GMT

Same problem here. A support agent said to visit an O2 shop and get a new SIM card. Probably going to have to swap my service to that, then if I dare have another eSIM, download it from the O2 app/website and swap my service to that.

Re: eSIM Service Down Since Early Morning

Bambino — Wed, 02 Jul 2025 03:34:11 GMT

@jren207 If having an eSim isn't a necessity, swap and stick to a physical sim. There's much less chance of having any issues.

Re: eSIM Service Down Since Early Morning

Ed_Yex — Wed, 02 Jul 2025 05:38:01 GMT

Same problem here since early yesterday morning. Any eta on a fix?

Re: eSIM Service Down Since Early Morning

Cleoriff — Wed, 02 Jul 2025 06:40:23 GMT

@Ed_Yex

At this point, I'll tag the forum manager @Dave-O2. We understood that most people with issues yesterday, now had service restored.

This thread seems to show people with esims are still having problems.

Could you check @Dave-O2 please?

Re: eSIM Service Down Since Early Morning

Dave-O2 — Wed, 02 Jul 2025 08:18:24 GMT

Morning and thanks for the tag @Cleoriff

@Ed_Yex, @jren207, @Johnstonkp, @DingLeung can you all please drop me a PM with your mobile numbers and i'll get this checked out 👍

Re: eSIM Service Down Since Early Morning

IMACUSTOMER — Wed, 02 Jul 2025 08:37:25 GMT

I had the same issue too. Called the customer care with a different number and got a new eSIM reissued which is activated after about 10 hours. Though I had some crazy automated responses probably from AI chatbot, the problem is solved efficiently and effectively with a HUMAN customer service agent.

Re: eSIM Service Down Since Early Morning

DingLeung — Wed, 02 Jul 2025 09:59:08 GMT

I went to the 02 store to change from eSIM to a physical SIM. The staff was helping me and we nearly finished the process, but at the last moment, a manager came out and stopped it. They said I wasn't allowed to switch. Honestly, I'm very frustrated.

Re: eSIM Service Down Since Early Morning

Enlli — Wed, 02 Jul 2025 10:07:14 GMT

@DingLeung The manager was totally wrong

Lots of people have swapped from eSIM back to plastic.

Did it myself in December.

Some people change simply because they need to use another phone which does not use an eSIM

Re: eSIM Service Down Since Early Morning

jonsie — Wed, 02 Jul 2025 10:17:06 GMT

@DingLeung wrote:
I went to the 02 store to change from eSIM to a physical SIM. The staff was helping me and we nearly finished the process, but at the last moment, a manager came out and stopped it. They said I wasn't allowed to switch. Honestly, I'm very frustrated.

Absolutely disgraceful from the manager

Many people have swapped without issues at other O2 stores

Needs reporting tbh

Send your mobile number and name and email address to @Dave-O2

Re: eSIM Service Down Since Early Morning

Funkybassman — Wed, 02 Jul 2025 15:55:23 GMT

In Scotland and my service still not restored. Usual chat about getting it sorted within 3 to 7 working days, but I really need it sorted before then. My phone also doesn’t have a physical sim slot, so I can’t swap to plastic. Don’t know how to send a PM to Dave, either 😞

Re: eSIM Service Down Since Early Morning

DingLeung — Wed, 02 Jul 2025 15:56:34 GMT

I believe that for some reason, even though O2 engineers may have already resolved the network issue, our eSIMs have become invalid and need to be replaced in order to restore service.

Unfortunately, the store manager stopped me from replacing mine, and now I’m about to enter my third day without any signal — yet my monthly charges continue as normal.

Re: eSIM Service Down Since Early Morning

jren207 — Wed, 02 Jul 2025 18:22:08 GMT

I also went to an O2 store today in the hope someone could help.

As has been suggested a SIM swap would probably help resolve the issue, however the staff members told me that they had been told not to issue SIM swaps in some kind of internal memo they receive.

Instead they offered me the use of their landline telephone to phone O2 customer service, which I politely declined as I was on my lunch break and needed to eat, and then get back to work to earn the money to pay O2 to mess my service up.

They also kept saying about performing a soft-reset. I wish they would avoid using the word "reset", as I had to keep telling them, DO NOT FACTORY RESET MY PHONE, however they just meant restart it, which I told them I've done probably a million times already.

I've fired a PM across to Dave anyway, hopefully somebody at O2 can help...

Re: eSIM Service Down Since Early Morning

Oxonian — Wed, 02 Jul 2025 18:28:32 GMT

@Funkybassman wrote:
In Scotland and my service still not restored. Usual chat about getting it sorted within 3 to 7 working days, but I really need it sorted before then. My phone also doesn’t have a physical sim slot, so I can’t swap to plastic. Don’t know how to send a PM to Dave, either 😞

@Funkybassman

Click on @Dave-O2 ; then on "Send a message". He works normal office hours so don't expect a reply this evening. 👍

Re: eSIM Service Down Since Early Morning

Funkybassman — Wed, 02 Jul 2025 21:00:35 GMT

Weirdly, when I click on @Dave-O2 I can’t see any button to send him a message 😞

Re: eSIM Service Down Since Early Morning

pgn — Wed, 02 Jul 2025 21:26:00 GMT

Make sure you are logged into the Community Forum, @Funkybassman - and if on a PC, you should see something like this after clicking on Dave's tag:

If on Mobile, it'll be there, you may need to scroll down a little. Good luck!

Re: eSIM Service Down Since Early Morning

Funkybassman — Thu, 03 Jul 2025 06:55:02 GMT

Thank you. Got it now!