eSim not working abroad

[Jiri]

Hi there,

I am stuck in the Czech Republic and have an iPhone XR with:

1. O2 eSim

2. local plastic SIM card

local number (with local O2) works fine.

eSim does not allow to call UK numbers...I dial a number and nothing happens, no sound, nothing for some seconds and then the attempt is ended and marked as Cancelled on the phone.

I cannot call 08000280202 to ask for help

Sometimes a call gets through to me but other times they dont. Mostly not.

I have managed to make some phonecalls but 19/20 attempts are just silence.

The plastic O2 sim I had before in another iPhone always worked seemlessly.

Is there some particular setup I need to follow? Where do I find it?

Many thanks,

Jiri

[O2Kurt]

Hi Jiri,

it should work, thats a bit unusual. I think you going to have to contact customer services
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

i would probably use the Skype option.

[Jiri]

Thank you Kurt,

I have managed to get through by Skype, but it essentially said press 1 if your phone is stolen or go to the O2 website. I will give it another go next week.

[tobynutter]

I am having the exact same issue on an iPhone SE 2, local physical sim works fine, uk o2 eSim works in the uk but not abroad. Any chance of a fix?

[MI5]

@tobynutter 

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.

[tobynutter]

Hey Jiri, did you ever get a fix for this? I got a new esim when visiting the UK but I still can't make or receive calls when abroad.

[Jiri]

Hi Toby, I do not remember 100% what the fix was, but it works, so do not give up.
I think I got the UK plastic sim and local eSim.

Also I think I spoke to either or both support lines and they sent some config file to my phone that helped.

Good luck with it, I am sure you will make it work