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:

Nothing you can do @Shabbadoof 

You are at the mercy of O2 unfortunately.

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So I'm just gonna be without a working mobile number / data etc for a number of weeks and that's that as far as o2 are concerned? 

seems nuts

[MI5]

It would appear to be so from what others have posted on here.

[jonsie]

Port your number out

O2 are next to useless and speaking with customer service is next to useless these days

I just don't understand their philosophy in disconnecting sime when ordering a new one

My main number is now with EE and will never be back with O2

If at all possible or financially viable I suggest a change of network

Far to many issues with O2 and I can't see any improvement in the short term

Time to get out, believe me!

[Shabbadoof]

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@MI5 wrote:

It would appear to be so from what others have posted on here.

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Well this is a nightmare then cos all the business services I use that send a OTP to my mobile number for login I'm gonna not be able to use until I have my own number back!

[hilo]

I am currently stuck in this same stage. So, the agent requested a new eSIM, but my account is now crying: "Because there are some changes underway on your account, you can’t make any changes on this page at the moment.".

He mentioned it should take 20 minutes, but... Yeah. Nothing after more than one hour.

[Enlli]

@jonsie My main number is with Spusu (EE) for now.

O2 used to keep the Volt deal going on my broadband 

[Shabbadoof]

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@hilo wrote:

I am currently stuck in this same stage. So, the agent requested a new eSIM, but my account is now crying: "Because there are some changes underway on your account, you can’t make any changes on this page at the moment.".

He mentioned it should take 20 minutes, but... Yeah. Nothing after more than one hour.

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has your current esim died as well or is your number at least still working?

[hilo]

Yeah, because they blocked it (for the time of replacement).