E-Sim Swap keeps failing

[Bobajobbob]

Afternoon all

I requested an eSim pack in order to Swap my physical SIM to an ESIM so that I can then add another physical SIM to the device for work calls etc.

Unfortunately despite following the instructions precisely I am unable to complete the Swap. Perhaps someone can assist as O2 support doesn't work at weekends.

To recap on what I've done so far.

• Requested and was sent ESIM Pack
• I added the ESIM to my iPhone14Pro using the QR code
• It spent a few minutes activating but now shows as ON albeit without number
• I then went to the o2 Simswap website and selected the relevant phone number to swap (as I have a few numbers on my account for kids)
• It sent me a text and an authorisation code
• I entered the code 
• I entered the SSN from the back of the ESIM pack
• Website throws up an error "Sorry Simswap hasn't worked, please try again or call 202"
• Ive tried again a number of times and every time the same error.

I guess I will have to call 202 tomorrow but just wondered if anyone had successfully completed this process on an iPhone.

Thanks

[Bobajobbob]

She has been trying to help but is also banging her head against a brick wall as far as I can tell. It may be easier to simply request an ESIM from EE who provide my work physical SIM that I was trying to use in the same phone as my primary O2 account.

[O2Emma]

Hi @Bobajobbob I will send you a private message to look into it for you.

[pgn]

Thank you O2Emma - good luck, @Bobajobbob 👍

[Bobajobbob]

Two weeks later and still no closer to a resolution. It feels like support have given up as no update for days. I guess I can only conclude that O2 does not currently support a migration from physical to Esim.

[pgn]

Hi @Bobajobbob - @O2Trevski is on duty Weds morning, maybe he will be able to get you sorted?

[Bobajobbob]

Thanks but I've given up. I just end up repeating myself over and over. My request does not appear to be supported by o2 currently despite what their marketing may suggest. Their systems cannot perform the migration.

[Bobajobbob · Accepted solution]

Final update to this. I thought I'd give it one final try ignoring the instructions on the esim pack and following instead the SMS process that starts when you order an esim and I was successful!

For anyone interested the following process worked for me.

1. Order ESIM Pack
2. When you do this you will receive an email telling you to text 2020 to initiate the Swap process
3. When the esim pack arrives ignore the instructions on the pack
4. Text 2020
5. On receipt of security Code reply with code
6. Automated message will now ask for the new SSN number that can be found on the ESIM pack
7. Send the SSN number
8. You will then receive an SMS saying that the new SIM will be active soon and when old stops working new one will be good
9. At this point scan the QR code on the esim pack and add the Esim to your phone
10. It will then go through an activation process which takes a while
11. 10 minutes or so later the new esim became active, the old sim stopped working and the transition was complete. 
12. Job done. Shame that o2 help don't appear to know how this works or how to make it work. Esim packs need to be reprinted to remove the process involving the web site that doesn't work.

[pgn]

Thank you, @Bobajobbob - your process should be standard reference, and your point 12 referred to Forum Management for feedback to O2 - @Martin-O2 @RafaC  @Breanna 

Thank you for persisting and sharing - superb!