O2 Customer Service disconnected my eSIM less than 30s after telling me this won't happen

[ProTofik]

I got a new phone, Pixel 7, which I purchased from the Play Store. At the same time, I signed a new sim-only contract with O2. As part of it, I generated myself a new eSIM on my O2 portal as the physical SIM card slot in my phone is occupied by my work nano SIM from Vodafone.

I've been using the new eSIM with the new phone for the past few days and while work's physical Vodafone SIM card works perfectly fine, my private eSIM O2 stops working every day at exactly 3pm. It is not due to my location. I was in a different town 20 miles away today and exactly the same thing happened at 3pm.

I went today to my local O2 store to ask if they could generate me a new eSIM, but after checking they said I am on some new system and therefore they cannot do it locally and I need to call 202.

I called 202 and described my problem to the customer service advisor. He asked if I want a new eSIM sent to me via post to which I said yes, as long as my current one will remain working until the new one arrives. He said "OK, that's the order plac..." and the call dropped. My current eSIM is now inactive.

I've been trying to retrieve the new eSIM online but I cannot do it as it attempts to send me a text message, which I can't receive now...

Two questions:

1. How can I get my service back immediately? I need it for tomorrow morning.

2. How can I make an official complain about the agent who lied to me that my service will remain active until I activate the new eSIM that is due to arrive somewhere next week?

[MI5 · Accepted solution]

@ProTofik 

You'll need to talk to O2 0344 809 0202 

Be quick as they shut at 6.00pm.

Complaints process here https://www.o2.co.uk/how-to-complain but it's the "new improved" system that shuts down sim cards wen a new one is ordered as a security measure.

[ProTofik]

Ok, a surprisingly positive outcome. I called the customer support again and a different agent picked up. He was able to put the new eSIM profile onto my O2 profile which I was able to download onto my phone. 

[MI5]

Good result