ESIM SIM swap

[xanqwer]

Hi,

I upgraded to an Iphone 15 that arrived yesterday, I wanted to do a manual sim swap using my physical sim.

However the sim would not work in the phone, I called support, who told me I had requested an ESIM, which I hadn't with the upgrade order, however it seems like part of the new phones phone-to-phone configuration system, it requested an esim for the physical sim in my old phone. 

The problem is its been well over 24 hours and there is no ESIM, the old sim is blocked and when I called support again they tell me there's no way to unblock it, they can't request a new esim or a new sim and there is nothing they can do.

I asked them to raise a ticket with their backend team but I've been told that's a five to ten days wait. I use this phone for work and am already missing customer calls.

I'm not sure what to do and any help would be greatly appreciated, thanks.

[MI5]

@xanqwer 

Your esim should be available in your MyO2.

[xanqwer]

@MI5 thanks, but I've tried that before I get this error.

[MI5]

@xanqwer 

Try going to replace your sim.

Choose technology change as the reason and select esim from there.

[xanqwer]

No joy i'm afraid, its well and truly locked.

[MI5]

Sorry mate. Looks like you are locked out until your next bill is generated.

The system will reset then.

[xanqwer]

Thanks for your help.

But just to make sure I understand you correctly, because I bought an upgrade from O2 I now will have no working phone for nearly half a month? That surely can't be the answer?

[MI5]

@xanqwer 

I'd keep trying customer services.

I can't see why they can't override the system tbh, but you do struggle to get someone who knows what they are doing these days unfortunately.

Guide: How to find help & contact O2 

[xanqwer]

Thanks @MI5.

@Dave-O2, @Chris_K, @ColinO2  I don't suppose one of you would be able to help me? Telephone support seems to be unable to help.

[pgn]

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@xanqwer wrote:

Thanks MI5.

Dave-O2, Chris_K, ColinO2  I don't suppose one of you would be able to help me? Telephone support seems to be unable to help.

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Chris_K has left O2, ColinO2 is remarkably silent even if it was 360 he posted about in Jan-2023, and @Dave-O2, the forum manager, will not see your post until sometime Monday 15-Apr-24, @xanqwer.

Persist with O2 via Social Media, you may, after a few nudges, get a sensible reply by Monday - the three O2 Social Media Team contacts are in the link just below. Good luck!