New contract with e-sim - phone delivered, but stuck in processing.

[JollyRoger]

Hi all,

I've just ordered a new phone on a monthly contract and received the handset, but found that the e-sim was not working. Apparently despite signing the contract, paying, and receiving the handset, there has been some sort of technical problem on the networking end and the number hasn't been assigned yet. I've been told that it can take 5-10 days for networking back office to resolve the issue.

Has anyone else encountered a similar problem? Did their new e-sim/number actually work, and how long did it take? I have to say this isn't the best first impression for a new customer.

Any advice or feedback is welcome.

Thanks and all the best

[MI5]

@JollyRoger 

My esim was available immediately in my MyO2.

[JollyRoger]

My 'MyO2' shows no products in my account, so I don't have that option available. This is apparently due to a back office networking issue.

[MI5]

@JollyRoger 

You'll need to keep pestering O2 then Guide: How to find help & contact O2 

[JollyRoger]

You seem to know your way around here - have you seen any other reports of new contracts/ported numbers being bungled by back office?

[MI5]

Not specifically that issue @JollyRoger but many other issues of varying sorts lately.

[JollyRoger]

Thank you for your help

[MI5]

Best of luck mate.

[Tebs]

Hi did you ever get this resolved I’m having a very similar problem. it’s stuck on processing, I have the phone the eSIM is there but my temporary number doesn’t work or the one I’m transferring from another provider. I’m coming on to week two of this issue and I’m always on the phone to customer service that keeps saying I don’t know how this happened I’ll make a ticket and call you back in a few days

[Enlli]

@Tebs 

Was your question directed @JollyRoger?

I've tagged them for you.