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on 13-11-2020 16:44
Can anyone from O2 help me with an issue I am currently having please.
I have received the iPhone 12 Pro Max today and I am unable to add my eSIM on as a cellular plan. I get the following error message....
Cellular Plan Cannont Be Added
This code is no loner valid. Contact your carrier for more information.
I have tried to get through and speak to CS a few times but I've ended up being cut off each time (very frustrating).
I can't see a way around this as I am unable to complete a SIM swap if I was to try and use a physical SIM or get a new eSIM pack as my "personal line" is no longer on my phone so I can't receive an SMS.
I seems like I need O2 to "unblock" this eSIM again so I can add it as a plan, as I previously did a SIM swap to it earlier in the week so it was working on my old iPhone 11.
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on 13-11-2020 19:01
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on 13-11-2020 19:01
Did the phone come with a sim card by any chance as o2 send this out sometimes?
If not call o2 and request a new sim card (lost sim) to be sent to you, put this in the device and call to activate it.
Once you have activated it then request a new eSim Pack and once this arrives do a sim swap.
I know this is a faff, but this maybe your only way round the issue.
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company
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on 13-11-2020 16:47
You can't swap an esim from one phone to another.
You need a new esim pack by calling customer service.
Numbers here Guide: Coronavirus Community Help and Support
Or advice from an O2 Guru regarding a way to get through:
If you call 202, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
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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on 13-11-2020 16:58
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on 13-11-2020 16:58
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on 13-11-2020 17:02
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on 13-11-2020 17:02
You need to leave the esim active on old phone and you start the sim swap from that when you have the new esim pack.
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13-11-2020 17:04 - edited 13-11-2020 17:08
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13-11-2020 17:04 - edited 13-11-2020 17:08
I appreciate that but unfortunately that is no longer possible as that phone has been wiped and sent on it's way... clearly I've been too eager to switch over to the new 12 and I shouldn't have used the new eSIM pack on the old phone!!!
So I can't see a way out of this unless O2 are able to help from "their" end.
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on 13-11-2020 17:09
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on 13-11-2020 17:09
Try customer service and see if they can activate it at their end.
Guide: Coronavirus Community Help and Support
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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on 13-11-2020 17:09
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on 13-11-2020 17:09
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on 13-11-2020 17:11
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on 13-11-2020 17:11
Keep persevering.
If no luck tonight, try at 8.00am in the morning.
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on 13-11-2020 17:26
I’m being passed from pillar to post. Been to business tech support and then a team who deal with PAC issues..... sigh 😔
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on 13-11-2020 19:01
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on 13-11-2020 19:01
Did the phone come with a sim card by any chance as o2 send this out sometimes?
If not call o2 and request a new sim card (lost sim) to be sent to you, put this in the device and call to activate it.
Once you have activated it then request a new eSim Pack and once this arrives do a sim swap.
I know this is a faff, but this maybe your only way round the issue.
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company

