Hi all,
I really need help. We have several O2 SIM-only lines. My son’s iPhone started showing repeated “SIM card failure” messages, so we were advised by O2 to switch his phone to an eSIM. The app and website instructions didn’t work, so we went to the O2 store at Bluewater to get it sorted.
We arrived with two fully working phones (mine and my wife’s) and one phone with a SIM fault (my son’s). The store adviser tried to fix my son’s by sending a verification code to my number to log in, but the text never arrived. He then sent it to my wife’s phone, which worked instantly. On that basis, he decided there must also be a problem with my eSIM — even though my phone was working fine — and said he’d replace it too.
He deleted my working eSIM and began activating two new ones: one for my son and one for me. Both failed with “Unable to activate eSIM.” A second adviser then tried to roll my son’s number back to his physical SIM, but accidentally assigned his number to my wife’s phone, immediately disabling hers as well.
We walked into the store with one phone that needed help and two that were fine. We left with three phones not working — no calls, no texts, no data — and no clear fix. The staff said it might “sort itself out,” but it hasn’t.
Has anyone else had this level of eSIM activation failure or know how to get a competent team to restore the lines quickly? Any guidance or escalation route would be appreciated.
Thanks.
@O2Sarah@O2Lisa@O2Bambino @O2Kirsty – tagging moderators in case you can escalate this, please.
