No Esim delivery, unable to log in to myo2

[Pat66]

I ordered an esim a week ago, supplied the code for transferring my old number & have had emails confirming everything infusing a porting date, but have yet to receive the QR code to add the esim to my phone.

I have spent two days on the CS chat trying to get the QR code emailed to me without success. I can't log in to myo2 account to retrieve it due to O2 being "unable to send more codes" for whatever reason (CS don't know why either).

Today I spent £80 calling CS from abroad using my old network number while roaming, which I'm told will be disconnected & ported on 7th March, but got absolutely nowhere before being cut off for reaching my credit cap (£80).

So, as from tomorrow I will have no number, no new esim, am about £100 in debt & am still clueless as to how I will get my esim on my phone.

CS have been no help whatsoever, running me around in circles for days. They can't even email me my QR code so I can put it on my phone, even after supplying them with order number, dates, payments, ID proof, answering endless security questions & privacy invading cryptic questions while jumping through flaming hoops tapping on my phone.

So, my question is: how the freak can I get the esim code I paid for a week ago?

Regards.

[MI5]

@Pat66 

The QR codes seem to be taking around 10 days to arrive by post to your registered address.

The other option is to go in to any O2 store, with photo ID, when back in the UK.

[Enlli]

If you can't install from My O2 then you are stuck. I doubt they will email a QR code, usually it's snail mail

Took me ages to get one when my MyO2 was playing up. Thankfully I'm back on plastic as I think eSIM on O2 is too hit and miss 

You say you are abroad.

You can use Social Media to contact them. Links in this help file Guide: How to find help & contact O2 

[MI5]

Apparently they no longer push esims to MyO2 due to security reasons.

It's either post (yep, very secure!) or in store only.

[pgn]

eSIM - How to activate  is the official line.

[Enlli]

@MI5 If that is the case then the OP is stuck as it appears they are abroad.

Another O2 fail

[MI5]

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@Enlli wrote:

@MI5 If that is the case then the OP is stuck as it appears they are abroad.

Another O2 fail

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A family member has just gone through the esim swap process and is definitely what they were told.

After over a week of waiting with no sign of a QR code arriving by post, they went in store and walked out working.

[Enlli]

Another one for @Dave-O2 

Has delivering eSIMs via MyO2 been discontinued or is it still as per the guide?

If the former the Guide needs an update.

[jonsie]

This is now standard O2 - one step forward and three steps back!

[Dave-O2 · Accepted solution]

@Pat66 i'm sorry to hear about your recent experiance, especially as you're currently outside the UK.

As @Enlli @MI5 have suggested, if you don't have access to your My O2 account, the only option to get a replacment eSIM would be to visit an O2 store. Which i know isn't currently possible.

Regarding the question about eSIM download, customer services DO still have the option to send this over to be downloaded via My O2.

However SIM/eSIM activations can no longer be activated fully self-serve, at least one contact with customer service or store is required.