eSIM Service Down Since Early Morning

[DingLeung]

I am an eSIM user. Since around 6:00 AM today, I have had no signal at all. Even now, I still can't get any signal. I have already restarted my phone multiple times, but it hasn’t helped — the signal is still not coming back.

I also went to an O2 store to ask for help, but they told me they couldn't assist me and just asked me to go home and wait.

I live in Edinburgh and I've been without signal all day. I've been unable to get any help from customer support. I’ve also seen that many others are having the same issue today. Has this problem been resolved yet by O2?

[Cleoriff]

@DingLeung 

According to the forum  manager, those people who had problems should now have a working service.

Guide: How can I sort out my network issues? 

Guide: Is the network down for me or everyone? 

[Johnstonkp]

I still have no service with my esim. Emergency calls only. Putting a relative's physical SIM in my phone works. I spent 30 minutes on a call with O2 earlier who said it all looked fine. What is the fix please?

[Cleoriff]

@Johnstonkp 

You should go instore with ID and change to a physical sim. Esims and O2 often aren't a good match sadly. 

[jren207]

Same problem here. A support agent said to visit an O2 shop and get a new SIM card. Probably going to have to swap my service to that, then if I dare have another eSIM, download it from the O2 app/website and swap my service to that.

[Bambino]

@jren207 If having an eSim isn't a necessity, swap and stick to a physical sim. There's much less chance of having any issues.

[Ed_Yex]

Same problem here since early yesterday morning. Any eta on a fix?

[Cleoriff]

@Ed_Yex 

At this point, I'll tag the forum manager @Dave-O2. We understood that most people with issues yesterday, now had service restored. 

This thread seems to show people with esims are still having problems.

Could you check @Dave-O2 please? 

[Dave-O2 · Accepted solution]

Morning and thanks for the tag @Cleoriff 

@Ed_Yex, @jren207, @Johnstonkp, @DingLeung can you all please drop me a PM with your mobile numbers and i'll get this checked out 👍

[IMACUSTOMER]

I had the same issue too. Called the customer care with a different number and got a new eSIM reissued which is activated after about 10 hours. Though I had some crazy automated responses probably from AI chatbot, the problem is solved efficiently and effectively with a HUMAN customer service agent.