You can't just transfer an eSIM across on O2. Silly, but there it is.
Did you originally have a plastic SIM? If so it may still work. Worth a try.
Quickest way to sort things out is to call into an O2 shop with photo ID.
Otherwise Guide: How to find help & contact O2
Social media is slow but are the best at sorting problems
This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
