Account stuck on processing following a physical sim to esim failure

[lauadd1]

Good Afternoon

I think I am probably one of the unfortunate souls, that have had their account stuck on processing for 9 days and are awaiting for the back end team to resolve this. Since this time I have been unable to receive calls and text messages on either my old phone or new phone. I have contacted customer service roughly 6 times and (as advised) made a trip to my local O2 shop which was fruitless.

I have now requested to cancel the contract and send my device back as I am within14 days of my new contract starting and surprise, surprise I cannot do this as my account is still processing. I was told that my only option was to spend more money and get myself a temporary SIM.

Anyone have an advice?

Thank you

[MI5]

https://www.o2.co.uk/how-to-complain

[Rjcollinson]

Having same issue  I recently upgraded  to the s24 upon upgrading they optedtoa e sim which I never asked for they cut my physical sim of and e sim is still processing  it's day 6 for me did u get urs sorted 

[jonsie]

You might get more joy from the social media team @Rjcollinson 

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