No service for over 3 weeks after switching to Esim

[Scott94]

So I pressed change to Esim from physical sim over 3 weeks ago now and my order is still stuck on "processing". So I have had no service since the 10th September. I've contacted O2 by landline and messaged them through the MyO2 app and they tell me to wait as the order is stuck in processing but it still hasn't been resolved. They have said they can't cancel or give me a pac code. Is there anything else I can do? I'm losing hope now 😞

[Oxonian]

That is broadly correct @Lcw :-

Customer+Complaints+code+250924+V0.2.comp.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

In particular :-

What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

Hence, it is either eight weeks from the submission of your complaint or on receipt of a letter of deadlock - which O2 refer to as a "final position letter". 

[Scott94]

Exactly the same as what I went though! I was told it was a mast in my area that was down which I thought was true but my family on the road across from me had service, then they told me it was because my order was stuck in processing so I contacted again after a few days and they told me once again it was a mast in my area so I said don't bother lying to me again. In the end after many lies and many phones calls which has now made my landline bill go up in price I finally have service. Definitely moving to another network now I have service. It's such a shame as I have been with O2 for 12 years but the lying and constant promises have made it difficult to stay with them. I hope your network comes on soon!

[pgn]

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@Scott94 wrote:

Exactly the same as what I went though! I was told it was a mast in my area that was down which I thought was true but my family on the road across from me had service, then they told me it was because my order was stuck in processing so I contacted again after a few days and they told me once again it was a mast in my area so I said don't bother lying to me again. In the end after many lies and many phones calls which has now made my landline bill go up in price I finally have service. Definitely moving to another network now I have service. It's such a shame as I have been with O2 for 12 years but the lying and constant promises have made it difficult to stay with them. I hope your network comes on soon!

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You know you can check yourself for the status of any mast, @Scott94 ?

Guide: How can I sort out my network issues? 

You also can use your phone, if on contract, to make calls via your home WiFi, in case your family over the road had service because they had WiFi Calling enabled.

Good luck, sounds like you will need this soon, if moving:

Guide: Cancelling Your Contract 

Guide: Migration & porting into O2  and do get some PAYG SIM cards from other networks to check you have good coverage from them where you live, before taking the plunge and ditching O2. (Some masts are shared between carriers, so a mast down for one network may hold true for another network locally @Scott94.