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Loss of service on number ported to esim

nill
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I have spent a week moving to o2, getting a regular account, and then requesting an esim.

 

My esim was working fine along side my existing vodafone sim

 

on the 14th March I got my code to move my number off my physical vodafone sim to my esim.

 

Got all the confirmations etc and left my phone off all day on the 15th March (yesterday) as requested.

 

Today (16th March) turning my phone on I get "No Service"

 

Spoke via chat to o2 who said it is because where I live, in Redcar in the north east has an outage that will last until April!!!!

 

However, I've looked on the signal page and 10 minutes up the road in Saltburn they claim to have good signal.  Drove up, restarted my phone several times, no joy, it will not join the network.

 

Q1 -  should my phone be able to join the o2 network, or is something else wrong.

 

Q2 - Is this due to having an esim rather than a regular sim?

 

Also, WiFi calling is active on my account and on my Pixel 6 Pro - but when I try and call it says "Mobile network isn't available. Connect to a wireless network to make a call" Yet I am connected to my home wireless.

 

Q3 - Why doesn't WiFi calling work?

 

Thanks

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nill
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Thankfully this has been resolved with another esim swap.

 

However, it begs the question, what was the first chat operator on about that due to mast issues in my area I'd be unable to connect to the network until April?!  As it is I have 3 out of 4 bars.

 

Imagine if I'd accepted that and waited? Come April it still wouldn't have worked!

 

Only after 3 phone calls and a new esim being delivered (very quickly, which was good) and the call handler talking for some time with a "specialist" (their words) did it get resolved.

 

The last resort was to visit a shop, so perhaps if you are in this situation I'd do that first as supposedly they have access to do everything the call handlers do plus can make sure their are no rouge settings on your device.

 

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MI5
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@nill 

Wifi calling won't work until your sim is active (regardless of signal, the phone needs to see an active sim installed).

You may need to give it a full 24 hours before the port is complete, but in the meantime, If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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nill
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As I said, I've already raised the issue with them.

 

All they could do is credit me £10 for loss of service where I live until April.  They did confirm that my number has ported correctly and it does indeed show in my o2 device page.

 

This does not answer the question however of why my phone would not join the network in a neighbouring town that apparently has good signal?

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MI5
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@nill 

As a customer like yourself, Ii cannot say.

Only O2 can help you.

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.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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nill
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Guess I'm out of luck then, I'll have to choke on the tenner refund until they fix their network issue in 3 weeks time!

 

I'm not going to get anything more detailed on the nuance of handset registration to the network from their chat support operators and their scripts am I?  Do they even have 2nd / 3rd line support staff?

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nill
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Spoke to o2 via the freephone number on Skype.

 

They weren't really sure why it isn't working 🤔

 

It was suggested to try the following

 

1. Reset network settings & reboot - did not work

 

2. Reset network settings & delete esim & reboot - did not work (after re-connecting to wifi and re-adding my original esim)

 

They are sending me another esim pack, but I've not much hope in that at this point.   As I appear to be beta testing their phone service for them and they have my number ported to them I have little choice.

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madasaf1sh
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@nill 

 

Not sure what you are beta testing? 

 


Take out the old Vodafone Sim Card out of the phone, and try again with just the Esim, as it may be confusing the phone having 2 sims with the same number. 

 

There are 3 masts down north of the Steelworks which will be causing issues, was the esim active prior to the Port and in use using the temporary number? 


And you say you are using the Pixel 6 Pro, have you done all the latest updates, as there have been more bugs reported recently which have been fixed.

 

 

Current Phone: Sony XPeria Pro-I and Motorola Razr 5G
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts





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nill
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I only have a esim

 

Pixel 6 fully up to date with the latest fixes and patches made available over the air.

 

Prior to this the esim was working fine with the original number that o2 assigned me at the commencement of the contract.  It also played happily alongside a physical sim

 

Regarding beta testing, this service hardly seems robust. How long have we been able to port numbers between providers, 20 years?!  Especially worrying is that the support team have little to no documentation on how to resolve it. Seeing as @madasaf1sh you work in IT (admittedly not o2), we should be asking where are the procedures to help a user in this position?  I should not have to resort to unofficial free help from the community to prop up a core function of a mobile phone provider.

 

 

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gmarkj
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Just to throw my 2p in...

Have you tried getting a physical Sim from o2 and switching to that temporarily to see if that resolves the issue?

If yes, you can then either leave it as is or (if you need it) move back to an eSim and see if that now works...

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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madasaf1sh
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@nill


Have you seen the technical specs for porting its a nightmare, and requires a bit of engineering albeit it should be automated but ports fail, sometimes it the receiving networks fault, but most of the time its the donor network doing as it should. 

 

There will be internal processes in o2, but they will walk you through what we have all suggested before passing to the back office teams, as most problems are user issues, who don't follow instructions.. 


None of these any of us on here are privy too..

Current Phone: Sony XPeria Pro-I and Motorola Razr 5G
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts





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