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Level 3: Thinker
Posts: 76
Registered: ‎14-09-2012
Accepted Solution

eSIM Issue - URGENT!!!

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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Posts: 108,270
Topics: 559
Solutions: 14,341
Registered: ‎04-04-2012

Re: eSIM Issue - URGENT!!!

@uncleiven197 

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.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 3: Thinker
Posts: 76
Registered: ‎14-09-2012

Re: eSIM Issue - URGENT!!!

But I don't see how I can do a SIM swap based on what I have said above... I won't be able to receive a text with the security code to complete the swap?
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Posts: 108,270
Topics: 559
Solutions: 14,341
Registered: ‎04-04-2012

Re: eSIM Issue - URGENT!!!

@uncleiven197 

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.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 3: Thinker
Posts: 76
Registered: ‎14-09-2012

Re: eSIM Issue - URGENT!!!

[ Edited ]

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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Posts: 108,270
Topics: 559
Solutions: 14,341
Registered: ‎04-04-2012

Re: eSIM Issue - URGENT!!!

@uncleiven197 

Try customer service and see if they can activate it at their end.

Guide: Coronavirus Community Help and Support 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 3: Thinker
Posts: 76
Registered: ‎14-09-2012

Re: eSIM Issue - URGENT!!!

I have but I've already been cut off twice Smiley Sad
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Posts: 108,270
Topics: 559
Solutions: 14,341
Registered: ‎04-04-2012

Re: eSIM Issue - URGENT!!!

Keep persevering.

If no luck tonight, try at 8.00am in the morning.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Level 3: Thinker
Posts: 76
Registered: ‎14-09-2012

Re: eSIM Issue - URGENT!!!

So yeah this isn’t going well.

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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Level 36: Perceptive
Posts: 1,675
Registered: ‎04-04-2012

Re: eSIM Issue - URGENT!!!

@uncleiven197

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.
Current Phone: Motorola Razr 5g
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts