eSIM stuck on processing for over 2 days.

[Benz3ne]

Per the title, requested an eSIM through a new (to me), factory reset iPhone 13 through the settings > mobile network settings. 

Physical SIM was working correctly so I shouldn't really have bothered trying, in hindsight.

Signal dropped immediately - unexpected to me but now explained that it transfers as per a regular sim swap - so I contact support via O2 app a couple of hours later.

Was explained that it would take up to 24 hours and that was that.

Yesterday morning after 26 hours, re-contacted support and was advised the same. Reiterated that 24 hours had already elapsed so a tech support ticket was raised (though I can't seem to access that progress anywhere).

Today, still no signal, order still marked as 'processing' on myO2. Contacted support. This time advised that I needed to provide a code that was sent to me via SMS to verify my account (which I cannot receive as I have no service) so advised as such. Thereafter, advised that they couldn't proceed as I can't provide that code to my (disabled) phone number. Thereafter they recommend that I pop into the nearest store that is on their new system (closest of which is 26 miles away) or to call 202 (which I cannot do due to no service).

Asked the question as to why I needed to provide a code that was sent to me via SMS after two alternate support sessions didn't require that and have been provided no answers.

Still no answers as to why the eSIM is still showing as 'processing'. Still no ETA on when it will be resolved.

All at a very inopportune time as I have to be contactable at any time during a 24/7 period, for the time being (and foreseeable).

Any ideas how best to progress? Wasted almost 2 hours this morning getting no answers.

[MI5]

@Benz3ne 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

Guide: How to find help & contact O2 

Guide: A Guide to Skype 

[Benz3ne]

Thanks MI5. I'm still curious as to why today requires verification and this wasn't a prerequisite over the previous 2 days. I've been with O2 for several years now and this has really tarnished my view of their procedures, rather unfortunately.

[Enlli]

When changing mine via My O2 the changeover was almost instantaneous.

O2 systems are a law onto  themselves. Pot luck if they work or not 

[DarrenL2]

Did you get this resolved? Stuck in the same position and O2 claim they can do nothing.

[madasaf1sh]

@DarrenL2 

Best thing to do is if you dont need an esim, which to be honest 99% of people dont, is to stick with a physical sim.. 

You can pop into an o2 store with PhotoID and they can sort you out either a Physical sim or a new esim (if you really need one)