esim - Samsung Gear s2 and s3 Help Help Help

[Anonymous]

Help!!!!!!

Not a good sign to the start of a conversation.

I currently have a Samsung Gear s2 3g which I got a year ago thro O2, it has an esim(embesdded sim so non physical piece of plastic), I love it it works a treat with my Samsung phone.

I have purchased a Samsung gear s3 Frontier unlocked and the story starts here..

I go into the Strand shop start chatting with the guru, very helpful and very knowledgable the conversation is going along swimingly and then he give me a new sim for a new account I have taken out for the new gear s3 watch. I advise him that its a esim so I need a qr code ..Oh so the converstaion goes on and he speaks to his helpdesk and I am advised to call the o2 helpdesk to look into this.

So he still gives me the physical sim and i trundle off.

later that day I call teh helpdesk and am advised that

The eSIM platform which was used for the Samsung Gear S3 3G SIM activation has been decommissioned.

This means customers are no longer able to program the eSIM Activation voucher into the device themselves

It is the repairs team who will get this activated for you.

So i speak to agent who raises a ticket and says that the repairs team will send you a qr code to your email.

So I waitied and nothing arrived and so I chat again this morning with agent and great I am passed to the repair team(yehhhhh, but noooo), but unfortunatly as far and they were very helpful, I felt that I have gone back a step...I the end I was directed back to the store where I got me sim (physical sim from)arggggggg

So I have now spent probably 2-3hrs on this with o2 personel and none the wiser.

I have 2 questions that I need help with hopefully from the guru or all gurus that works at o2.

Who can get me a new esim QR code to program into my new gear s3?

if you are unable to provide me with a qr code and you have really really stopped helping customers with this

can I transfer the old esim for one watch to another? (i am wary of this as i do not want to loose the old gear s2 connection if possible)

Help please guru of all gurus at o2.

All the best

Mark

[MI5]

My understanding was that o2 weren't supporting the Frontier?
But anyway I'll tag @Martin-O2 to see if he can find out anything for you.

[Martin-O2]

appreciate the mention @MI5  @Anonymous I'll escalate this question for you now. I'll update this thread once I have any info. 

[Anonymous]

Thanks Martin
Much appreciated
Mark

[Martin-O2 · Accepted solution]

@Anonymous I've had a response on this and unfortunately @MI5 is correct. The e SIM platform is no longer supported by O2 and we can't activate any new connections, transfer any existing e SIM's to a new device or generate QR codes. 

Sorry to be the bearer of bad news on this one and for any misunderstanding. Obviously if you're not happy you can lodge a complaint through the usual channels or Resolver which I understand some members have had good results with. 

[Anonymous]

Hi Martin,

Thanks for the heads up and investigating for me, much appreciated

All the best

Mark

[Martin-O2]

No worries @Anonymous! Sorry I didn't have better news. 

[MI5]

Had a feeling about this too 😞