Esim issue

[cruxxly]

Hi.
I decided to pay off the remainder of my O2 phone and move to a sim only deal. Once I had gone through the deal on O2 website I arrived at a screen about sims cards which stated:
"You currently use a esim. You can use a esim with your new device, or we can send you a plastic sim."
The problem is I have a physical sim and have never setup a esim and it is a simple pay off of cotract and transfer to sim only. I checked and took out the actual sim and there was no service until I put it back in I have had this card for a number of years.
I cancelled the transaction and left it as it was for now.
Any ideas why is says esim?

thank you.

[MI5]

@cruxxly 

Just one of many such issues and nonsense we have to deal with these days.

[cruxxly]

Thanks. I will pop into local O2 shop and see what their system says. I tried the process on husbands phone and it was fine on his pixel 7 pro but still says have a esim on my S22 ultra. I had this number and sim card before this phone so wasn't a new sim card either.