eSIM Pack by email or App

[Drewas]

Good evening O2 community. Few weeks ago I bought a new phone and wasn't aware that I have to order a new eSIM pack. Initial I though that eSIM will be transferred automatically with all settings from the old one to the new phone, both Apple, but wasn't the case. Because England O2 shops are closed now, called CS and asked for a new eSIM pack. Waited 10 days, called again, asked for the second eSIM pack, waited another 10 more days, nothing. 3rd eSIM pack is now on it's way but I don't think I will reveice it soon. After 5 calls to CS this issue was logged as an incident and I have to wait few more days for a reply. I'm happy that I still have the old one for the swap when eSIM pack will arrive but is there anyone who knows another way to get a SIM or eSIM for the new phone other than post? I was expected that in 2021 O2 had a back-up plan for this kind of problems, where we can generate a QR code from O2 app or after passing all the CS security questions to get the QR code by e-mail. This is outrageous.

[Cleoriff]

@Drewas 

I'll ask one of our account advisors to help, although they aren't on until Monday morning.

@O2Lisa @O2Georgina are you able to help @Drewas?

[O2Georgina]

Good morning @Cleoriff  Thanks for the tag.

@Drewas  I'll send you a private message so we can look in to this for you

[Drewas]

Thank you for your reply @Cleoriff.

After few back and forth messages with @O2Georgina (thank you for your support) there is no solution to my problem from O2 - only to contact Royal Mail which I did and they said - If you’re the recipient please contact the sender. They will contact us to make enquiries on your behalf  and delays are up to 10 working days but first eSIM was dipached on 10th of January, 3 weeks ago, so...

What can I do now?

[MI5]

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@Drewas wrote:

What can I do now?

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https://www.o2.co.uk/how-to-complain

Resolver gets good results @Drewas 

[Cleoriff]

That's really annoying @Drewas and I'm sorry it couldn't be resolved. The situation with Royal Mail is getting worse not better.

You can complain but that could take at least 10 days to get any sort of response!

[Drewas]

@Cleoriff I do understand that Royal Mail is getting worse but not with all services. For example Special Delivery is always on time because is guaranteed, so I'm expecting that O2 can use Special Delivery services in this kind of situations. 

Other solution (not from O2) from Vodafone (not aware of other mobile networks) for example is that they are sending eSIM QR code attached to the order confirmation email.

How hard is for O2 to contact their delivery department and ask to use Royal Mail Special Delivery Guaranteed for a specific customer if this solve a problem? I can pay for that, is only £6.75, I don't mind.

[Drewas]

Great news. After so long I received all three eSIM packs today  @Cleoriff or @MI5 quick one. Can I use the QR code of the unused eSIM packs to other monthly account in the future?

Thanks.

[MI5]

@Drewas 

You can use the QR code 3 times to reinstall the eSim on the same device.

If you need to change devices, you need a new eSim pack.

[Cleoriff]

So pleased you got them at long last @Drewas