eSIM issues when changing phone

[Chateau57]

I know this is a forum primarily aimed at O2 customers, but would like to bring this matter to the attention of some of the O2 staff who frequent this site as well.

For the past couple of years I have used the eSIM facility with my iPhone. This frees up the Sim tray for another physical (plastic) Sim card which is useful when travelling abroad.

I recently upgraded to an iPhone 14 and sent a request to O2 Customer services via Twitter (and later on Facebook messenger), requesting an eSIM pack for my new phone as per the advice on the O2 website. A couple of days before I received my Sim pack through the post, my current mobile phone was disconnected from the O2 network.

More recently another request for a new eSIM (made via the Call Centre) also resulted in a more or less immediate disconnection of my current phone from the O2 network!!!

Can someone from O2 please explain the logic here? If I request a new eSIM for a new phone, why does that generate an immediate disconnection of my current phone from the network? If I request an eSIM pack from Customer Services and it’s coming through the post, it could be several days, (especially with Christmas, industrial action etc) before it turns up. In the meantime, my current phone is dead.

Why is this happening? I just want an eSIM  to use ready for when my new phone arrives - at a time of my choosing !!!

Ian

[gmarkj]

Yet another instance @Martin-O2 @RafaC @Breanna .

Really need this to get stopped - in effect customer services are cutting people off from the network!

[Chateau57]

Worst case I read about (on this forum) is where a customer requested an eSIM from the Call Centre to be sent via the post and waited 10 days for it to turn up. In the meantime, his phone had been disconnected from the O2 network from the day when he first requested an eSIM !!!

if my Sim pack fails to turn up in the post, I’m scared to ask for another one as this will disconnect me from the network again!!!

When my contract is up for renewal next year can’t see me staying with O2 unless they’ve sorted this nonsense out.

[Enlli]

Thankfully, once everyone is on the new billing system eSIMs will be available via MyO2 

That's no excuse though for the present system.

[Chateau57]

Thanks for the info! I await with bated breath 🤣

[MI5]

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@Enlli wrote:

Thankfully, once everyone is on the new billing system eSIMs will be available via MyO2 

That's no excuse though for the present system.

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That's still no use if your MyO2 requests a code to be sent to login as happened to @Chateau57 

[Chateau57]

Exactly! 

[Enlli]

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@MI5 wrote:

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@Enlli wrote:

Thankfully, once everyone is on the new billing system eSIMs will be available via MyO2 

That's no excuse though for the present system.

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That's still no use if your MyO2 requests a code to be sent to login as happened to @Chateau57 

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Forgot about that security code. OK if like me you had a working  ordinary SIM. That was only disconnected after I scanned the QR code.

[Breanna · Accepted solution]

Really sorry you've had this experience @Chateau57. O2 have advised that anyone having this issue should get in touch via social media so that they can review the account and check out what's happened.

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[Chateau57]

it was someone in the social media team that initiated the problem in the first place and disconnected me from the network! Don’t think this is an individual problem with a particular account. It’s part of a systemwide problem / flawed logic relating to how O2 switch an eSIM from one phone to another. Currently my phone is happily working on the O2 network where I to ask for a new eSIM 30. It will be disconnected almost immediately and I would have to rely on the Christmas post until I got a new eSIM pack to get me back online again.

A  request to Customer Services should not trigger the disconnection of an active phone line !!!