ESIM - why do I now have two ‘lines’?

[123Reedy]

I’ve just installed a new esim and I now have two lines and two sims showing

my primary ‘line’ shows my mobile number but I can’t use it to make any calls or get mobile data. 

I can only receive and make calls and get mobile data using the ‘travel’ sim and line. 

I don’t understand. I can’t find anything online and after 40 minutes on hold yesterday trying to speak to someone I gave up. 

can anyone help? 

[pgn]

Was the eSIM to replace a physical SIM, @123Reedy? If so, did you see the Guide: Sim Swap: a mini guide 2017 update?

Not sure of the backstory to your query...

[Enlli]

You talk of the 'travel SIM' is this the ESIM?

If so which SIMs do you have enabled on your phone? Usually in SIM Manager in Android. No idea on iOS

[MI5]

@123Reedy 

We need more of an explanation please.

What are your sims, from which network and what phone for starters.

[gmarkj]

Might also help to say if you are in the UK or abroad given the mention of a travel sim...

[Confusedphone]

This has also happened to me!

O2 customer for years, just wanted to swap to sim only contract and keep same number and same phone.

Did this via online process which told me i needed an eSIM. I activated said eSIM in the app and now seem to have a travel line and a personal line (which both seem to be linked to same number!) …not sure what I did wrong and what this means..?!

let me know if you find out….I thought it would be straightforward 

[Enlli]

O2 and eSIM should not appear in the same sentence. 

Technically the plastic SIM should be disconnected. Usually best to remove it before installing an eSIM and that should then have your old number.

If you have two SIMs now with different numbers sounds like they may have signed you up to a completely new contract rather than an upgrade.

Best thing to do now is Migrate your old number across to the eSIM 

Guide: Migration & porting into O2 

[SharonOC]

I have the exact same problem! Also have given up trying to contact O2, in addition my unlimited data would not work when abroad (although I could make and receive calls)

[Enlli]

Not much to go on. Do you have 2 SIMs with different number or are they both the same?

It you have moved to eSIM then make sure the original plastic SIM is removed.

[Oxonian]

You need to contact O2 @SharonOC. Unfortunately, this is a customer to customer community so we cannot access your account.

You can message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a good reputation for solving customer problems. 👍