eSIM service issues

[Averyan]

I have been using eSIM on iPhone 15 pro max for a couple months no problems. Since yesterday I have had no service.

I tried the troubleshooting ( turn off and on, airplane mode, reset network settings) to no avail.

I then deleted eSIM and requested new one. I couldn’t complete this as the security code was texted to me and I couldn’t access it. The option to install appeared on the app and I followed this and eSIM showed “activating “ for a while but then I received a notification that eSIM could not be activated. I am now at a loss and hope one of you fine people can help  me thanks in advance 

[MI5]

@Averyan 

Sounds like you need to go in store with photo ID or contact O2 by using Skype Guide: A Guide to Skype 

It may have been a network or phone fault that caused the issue so check the help here Guide: Is the network down for me or everyone? 

[Averyan]

Hi mate cheers for the reply.

I went to store and new sim tried which worked on other phones not mine so was sent to apple.

Apple advised phone IMEI is blacklisted. I bought the phone brand new on contract from o2. Found out it was turned on and registered 5 weeks before I bought it.
It did have a pre loaded eSIM on the phone when I turned it on I thought I’d made a mistake and just added my own and deleted that one.

I was advised it looks as though someone bought the phone from o2 , claimed insurance then returned phone to o2 and cancelled the contract and then they have sold it on as brand new.

I double checked my paperwork and I did but brand new and it the box was all sealed etc so I’m a bit confused by this. I’ve to contact customer services tomorrow to ask them to unblock it.

Any advice re this, what department to speak to etc?

[MI5 · Accepted solution]

@Averyan 

Just start with customer service.

If they can't sport it, they should escalate it to the relevant dept.

Guide: How to find help & contact O2