Hi, guys and girls,
I have the following issue. I requested an eSIM (for an existing physical SIM) on Saturday, but 2h after the request the eSIM activation apparently failed as I got a notification on the iPhone. Now neither the eSIM nor the physical SIM is working.
I've been to two different stores, but because the order for "Deactivation, SIM Swap" is still "processing", the O2 system wouldn't allow them to generate a new eSIM or physical SIM as the number is marked as "Reserved". The issue has been escalated to the backend technical team, but I am seeing a lot of messages that they are not very proactive.
I've also spoken to a number of Customer Service Agents via the phone who have been extremely unhelpful repeating "we are sorry for this", but not actually offering a solution, but waiting, so I've escalated this as a complaint. In addition, I am also chasing O2 on Twitter.
While I understand that there are unforeseen tech issues, it is really unfathomable that nothing can be done and nobody can simply cancel the order to request a new eSIM or physical SIM. I am getting stressed as this number is linked to a number of 2FA and I will also be travelling outside the UK for a prolonged period of time from Friday.
Any idea, how to get this resolved faster or at least get to the backend team in time? How long can an order be marked as processing before it is automatically cancelled?
I would really appreciate any help and support at this time.
