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Iphone 11 Pro Dual Sim Issues

Darkbowz
Level 1: Joiner
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on ‎07-09-2020 21:34

on ‎07-09-2020 21:34

I have an iPhone 11 Pro that I have been using since last November. I use a physical sim from work, and my personal pay monthly is setup as the esim. Every few days I'm finding that my personal line stops working correctly and I can't make or recieve calls, or use any data. Wifi and my work sim continue to work as expected. The only way to get my personal line working again is to reboot the phone. The main problem is that I don't know the line has stopped working until I'm away from wifi and I have been missing some important calls

 

I've been experiancing this on and off for a while now. I thought originally that it may be a bug with iOS, but having used from it from early iOS13 but it has perisisted through all updates, I have now downloaded and started using iOS 14 betas, and again I've seen no difference

 

I'm now leaning toward this being either a handset issue or an esim problem. How do I go about finding a way to get this issue resolved?

 

I have been tempted with resetting the phone back to factory settings, but I'm not sure how this will effect the eSim, and I don't have the original QR code that was used to set it up on the phone.

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MI5
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on ‎07-09-2020 21:39

on ‎07-09-2020 21:39

@Darkbowz 

Just call in store or phone O2 to get a new eSim QR code if you want to try a reset, which seems a logical step to try.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Darkbowz
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on ‎07-09-2020 22:25

on ‎07-09-2020 22:25

I did try calling 202 tonight, but everytime I got past it asking what the problem was it gave me the option for if the matter was regarding fraud or a stolen handset, no other options were given then it just gave a goodbye message and hung up. I tried pressing the option and it hung up again. This is the reason I thought I would reach out on here.

 

I will try and call them again tomorrow as I can't really visit a store at the moment

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MI5
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on ‎07-09-2020 22:29

on ‎07-09-2020 22:29

@Darkbowz 

Try at 8.00am if you can.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Marjo
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on ‎08-09-2020 10:11

on ‎08-09-2020 10:11

Morning @Darkbowz , welcome to our community. slight_smile

Sorry to hear about the issues you've been having with this. It would be great to hear how you're getting on with this and if you managed to make any progress with customer service.

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