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?

[DingLeung]

I went to the 02 store to change from eSIM to a physical SIM. The staff was helping me and we nearly finished the process, but at the last moment, a manager came out and stopped it. They said I wasn't allowed to switch. Honestly, I'm very frustrated.

[Enlli]

@DingLeung The manager was totally wrong

Lots of people have swapped from eSIM back to plastic.

Did it myself in December.

Some people change simply because they need to use another phone which does not use an eSIM

[jonsie]

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@DingLeung wrote:

I went to the 02 store to change from eSIM to a physical SIM. The staff was helping me and we nearly finished the process, but at the last moment, a manager came out and stopped it. They said I wasn't allowed to switch. Honestly, I'm very frustrated.

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Absolutely disgraceful from the manager

Many people have swapped without issues at other O2 stores

Needs reporting tbh 

Send your mobile number and name and email address to @Dave-O2 

[Funkybassman]

In Scotland and my service still not restored. Usual chat about getting it sorted within 3 to 7 working days, but I really need it sorted before then. My phone also doesn’t have a physical sim slot, so I can’t swap to plastic. Don’t know how to send a PM to Dave, either 😞

[DingLeung]

I believe that for some reason, even though O2 engineers may have already resolved the network issue, our eSIMs have become invalid and need to be replaced in order to restore service.

Unfortunately, the store manager stopped me from replacing mine, and now I’m about to enter my third day without any signal — yet my monthly charges continue as normal.

[jren207]

I also went to an O2 store today in the hope someone could help.

As has been suggested a SIM swap would probably help resolve the issue, however the staff members told me that they had been told not to issue SIM swaps in some kind of internal memo they receive.

Instead they offered me the use of their landline telephone to phone O2 customer service, which I politely declined as I was on my lunch break and needed to eat, and then get back to work to earn the money to pay O2 to mess my service up.

They also kept saying about performing a soft-reset. I wish they would avoid using the word "reset", as I had to keep telling them, DO NOT FACTORY RESET MY PHONE, however they just meant restart it, which I told them I've done probably a million times already.

I've fired a PM across to Dave anyway, hopefully somebody at O2 can help...

[Oxonian]

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@Funkybassman wrote:

In Scotland and my service still not restored. Usual chat about getting it sorted within 3 to 7 working days, but I really need it sorted before then. My phone also doesn’t have a physical sim slot, so I can’t swap to plastic. Don’t know how to send a PM to Dave, either 😞

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@Funkybassman 

Click on @Dave-O2 ; then on "Send a message". He works normal office hours so don't expect a reply this evening. 👍

[Funkybassman]

Weirdly, when I click on @Dave-O2 I can’t see any button to send him a message 😞

[pgn]

Make sure you are logged into the Community Forum, @Funkybassman - and if on a PC, you should see something like this after clicking on Dave's tag:

If on Mobile, it'll be there, you may need to scroll down a little. Good luck!

[Funkybassman]

Thank you. Got it now!