changing to eSIM not working

[mobilemobile]

I switched to O2 from Three because I need an eSIM

I received the plastic SIM and the eSIM in the post

I followed the instructions at https://mymobile.o2.co.uk/simswap

I tried the switch but it does not work

I calles support as suggested at 202

I was toild that SIM swap only works if yopu go to a store but I have none in the region I live

The O2 website says it shopuld work without visiting the store

Is the support person wrong or is the O2 website misleading?

[MI5]

@mobilemobile 

Customer service is wrong.

You need to activate the plastic sim (if not already activated) then text from the plastic sim to activate the eSim once you have installed it in your device.

Follow the eSim instructions to install it then do a sim swap from the plastic sim as described here Guide: Sim Swap: a mini guide 2017 update 

[mobilemobile]

Tried that but it does not work ()The plastic SIM is in the same iPhone and working fine, but I need that slot for my company SIM so MUST have an eSIM. In fact its the only reason for moving to O2 is that they offered eSIM)

[MI5]

@mobilemobile 

I cannot access your account so I'll ask @O2Emma to help.

[O2Emma]

Hi @MI5 I will pick this up thanks.

[O2Emma]

Hi @mobilemobile I will send you a private message to look into this for you.

[mobilemobile]

So a week later the answer is; you must indeed go to an O2 store.
Unfortunately the online team was unable to help.

So I drove to the shop over the weekend (Saturday wait times > 1hour...ouch) 
Once it was my turn it only took 5 minutes, they gave me a new eSIM and it worked right away.

So in short if you want an eSIM be ready to travel.

Not sure why they could not have just sent me one in the post.

[madasaf1sh]

I think they could, but with Royal Fail, seemingly always been on strike you may have been waiting a long time.. 

Glad its all working...