o2 eSim to eSim transfer NIGHTMARE!

[Shabbadoof]

Hi all,

I'm having a bit of a nightmare at the moment and I'm hopeful someone can perhaps help or give me some advice on how I can resolve it.

My existing phone is an iPhone 12 and I've now got an iPhone 16. The iPhone 12 has an eSim on it which has worked fine for months and I wanted to transfer that to the new phone.

Tried to transfer it during the setup of the new phone and it kept failing, fine OK I'll try and do it manually.

That doesn't work so I go into a store to see if they can help (the Leeds Trinity one) however because my account has sent me too many verification codes today they can't get into it and my account is locked out (and still seems to be) if I try and login on a new device I get told 'We can't send you anymore codes. Get in touch if you need help' so both the My02 app on my new phone or using safari on it won't let me move any further forward so I'm at a dead end there and they've told me to wait until the lock has been removed from my account which could take 2 hours, could take 24hrs etc.

so dead end there.

I then go onto X and connect with o2 and speak to someone there. They create a new order for me this afternoon of an eSim which has now deactivated my old eSim in my iphone 12 and the order appears to be stuck in processing so when I go onto 'Install Your sim' on My02 nothing is there for me to do.

I'm at a loss at what I should do next. 

I can't ring / data / text anyone on my iPhone 12 as they have cut my existing eSim off.

IF the order completes for the replacement eSim is it not going to want to send a verification code to my existing number which now no longer works before it lets me do anything

I can't even setup my02 on the new iPhone 16 because when I go to login (and when verification codes can be sent to me again) it will send that to my existing number which I no longer have access to.

Your Sim page is currently showing - 

Unable to make changes

Because there are some changes underway on your account, you can’t make any changes on this page at the moment.

I've also rang o2 tonight who basically just said it's best to do nothing and let the existing order complete.

Help.... anyone?? lol

[Shabbadoof]

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@MI5 wrote:

So many customers with the same issue just lately.

It seems you have to wait for your next bill to be generated for it to clear down your account, such is the brilliant new O2 system.

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I REALLY hope not as that's weeks away! 

[madasaf1sh]

@Shabbadoof 

Yes, just say its lost and ask for a physical sim , good luck..

[MI5]

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@Shabbadoof wrote:

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@MI5 wrote:

So many customers with the same issue just lately.

It seems you have to wait for your next bill to be generated for it to clear down your account, such is the brilliant new O2 system.

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I REALLY hope not as that's weeks away! 

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If it's stuck in processing the store won't be able to do anything unfortunately.

[Shabbadoof]

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@MI5 wrote:

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@Shabbadoof wrote:

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@MI5 wrote:

So many customers with the same issue just lately.

It seems you have to wait for your next bill to be generated for it to clear down your account, such is the brilliant new O2 system.

---

I REALLY hope not as that's weeks away! 

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If it's stuck in processing the store won't be able to do anything unfortunately.

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Right so o2 on the phone can't help cos there's an existing order for an esim

and the store you are saying won't be able to help at all and just give me a physical sim to use instead and allocate my usual number to it.

fun times..

[MI5]

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@Shabbadoof wrote:

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.....and the store you are saying won't be able to help at all and just give me a physical sim to use instead and allocate my usual number to it.

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Sadly not,

[Shabbadoof]

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@MI5 wrote:

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@Shabbadoof wrote:

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.....and the store you are saying won't be able to help at all and just give me a physical sim to use instead and allocate my usual number to it.

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Sadly not,

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Right, so what unearth do I do then to fix this situation?

I don't get why O2 are telling me to constantly go to the store with ID to get this sorted. This is from my last chat with them

"Basically, the store team have access to get you an esim directly or a physical sim card directly offline so that your order is processed and hence, calling them and informing what happened on the account is something that might cause confusion and hence, I have got everything documented on the account just to make it easier and trust me, if this was possible from my end, I would have surely sorted this for you at the first instance.

I would still request you to please visit the store so that they can help you out and I really don't want you to be disappointed about this and especially after connecting with me. "

etc.

[MI5]

Yeah, typical live chat waffle when they have no idea and just want to get rid of you.

Search the forum and you'll see many other posts the same as yours.

[Barachus]

I have a similar issue, upgraded from 14 to 16 and the esim transfer just won’t work. The support line are basically clueless about it.

its a joke how O2 can’t manage this process. I will be requesting a physical SiM and never going down the esim option with them ever again

[Shabbadoof]

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@MI5 wrote:

Yeah, typical live chat waffle when they have no idea and just want to get rid of you.

Search the forum and you'll see many other posts the same as yours.

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right so what do you think my next move should be here to get this resolved as quickly as possible?

[MI5]

Nothing you can do @Shabbadoof 

You are at the mercy of O2 unfortunately.