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ESIM - why do I now have two ‘lines’?

123Reedy
Level 1: Joiner
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on ‎14-01-2024 09:05

on ‎14-01-2024 09:05

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? 

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pgn
Level 77: Grand Master
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on ‎14-01-2024 10:16

on ‎14-01-2024 10:16

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...

Links to O2 Social Media Team here
NoAccountAccess

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Enlli
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on ‎14-01-2024 10:21

on ‎14-01-2024 10:21

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

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
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MI5
Level 94: Supreme
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on ‎14-01-2024 10:51

on ‎14-01-2024 10:51

@123Reedy 

We need more of an explanation please.

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

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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gmarkj
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on ‎15-01-2024 09:50

on ‎15-01-2024 09:50

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

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

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