360 eSIM yet - desperate!

[JJJ_Frustrated]

I tried to port my eIM to my new iPhone last week.  I was immediately disconnected but no eSIM - having gone to a store and spoken to customer services, I was told that 360 customers could not be issued eSIMs due to a technical fault which had been going on a few weeks, and was sent a plastic SIM.

I'm having to borrow a phone (my work SIM is plastic and only one physical SIM slot), but before I sit in the O2 customer support phone queue to try to get an eSIM again, does anybody know if they're able to be issued now?

Thanks

[Enlli]

First I've heard of it.

I'll ask an advisor to contact you and clarify matters

@O2Ryan Can you help here?

[O2Ryan]

thanks for the tag ill send a private message over now.

[Breanna]

Hi @JJJ_Frustrated was @O2Ryan able to help you get this sorted?

360 customers should be able to order one through My O2 - 

MyO2 App > Select swap My Sim > Download new eSim to phone option > Then install via Myo2

[JJJ_Frustrated]

Hi @Breanna  he's still looking into it.

I know I should be able to order one - sadly that's what I did last week, which resulted in my existing eSIM being disconnected, and no way to get a replacement.  Which is why I drove to a store who couldn't help me, who contacted customer services on my behalf, who told me there was a system issue which had been going on a few weeks, with no ETA for fix, which meant I could not have an eSIM at all (apparently affecting 360 customers).

I'm just lucky I've been able to borrow a phone, because with no service I couldn't 2FA for banking, credit cards, or even the O2 app.

[Enlli]

@JJJ_Frustrated Did you order it via the SIM Swap section on My O2 as outlined by @Breanna ?

That's how I swapped and the QR code and instructions were emailed to me almost immediately.

[JJJ_Frustrated]

Yes I did. At least from what I remember. Through the app etc. 

[JJJ_Frustrated]

Still no further forwards with this.  I tried calling customer services yesterday - waited an hour in the queue to be told by the agent, that there was a technical fault which meant they couldn't access my account.

Was advised to go to a 360 store - none anywhere near me.

This is getting ridiculous !  What can I do, other than get a PAC and go elsewhere?

[Cleoriff]

@JJJ_Frustrated 

I'll tag @O2Georgina as she's on this morning. Hopefully she will be able to help. 

[O2Georgina]

Thanks for the tag @Cleoriff 

@JJJ_Frustrated  if  you are a 360 customer i will pass your details on, I will private message you now