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

[Bambino]

@Bobajobbob You can try to reach O2 via social media. Not sure if anyone is available at this time on a Sunday:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[MI5]

@Bobajobbob 

I'll ask @O2Sarah to help in the morning.

[Bobajobbob]

Thanks, responses over Twitter are so slow that its not even worth trying at this time on a  sunday. I'll try and call 202 in the morning. One detail I didn't mention above is that this is my second ESIM pack. The first one simply didn't add to the phone at all and threw up an error before being added to the phone. I called 202 at that point and after 30 minutes of them trying to make progress they gave up and suggested sending a second ESIM pack which is the one I am trying to action now.

This process is obviously not that robust.

[pgn]

@O2Sarah- is on Monday morning, @Bobajobbob - keep an eye on your PMs after 8am in the morning 👍

[O2Sarah-]

Thanks for the tag @pgn  

@Bobajobbob  I will send you a private message so we can look into this for you

[Bobajobbob]

Thanks, checking PMs now

[Bobajobbob]

Hopefully Sarah will be able to help me with this but just to provide some more colour on how broken this process is I received a text this morning from O2 asking me first to confirm a code and then provide my SSN in order to action the swap.

Great I thought maybe this was triggered by the errors over the weekend.

I provided the code and then it asked me for the new SSN. I typed this in but it simply refused to send. No matter how many times I sent it I get the failed to send message. At this point I gave up and resolved to speak on the phone to 202 later.

30 mins later however I get a nagging text telling me to send SWAP again to 20220 and asking why I havent responded. Great I think. Ill try again so I send SWAP to 20220 and receive a reply saying "sorry only one attempt allowed per day. Try again tomorrow".

You couldnt make it up really. Anyway hopefully Sarah or 202 will resolve this later.

[Bobajobbob]

Still no resolution to this after a week or more. I would have to caution anyone against trying to migrate from a physical SIM to an ESIM on O2 at the moment because it simply doesn't work.

[pgn]

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@Bobajobbob wrote:

Still no resolution to this after a week or more. I would have to caution anyone against trying to migrate from a physical SIM to an ESIM on O2 at the moment because it simply doesn't work.

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@O2Emma is just about to come on-shift, @Bobajobbob - if you are still banging your head off a brick wall?