eSIM outage 16/04/24

[Markmat]

I can see some other posts about this, just adding my own data points.

We have two iPhones in the house which have O2 eSIMs, and also O2 physical SIMs on corporate accounts.

Both eSIMs have been reporting No Service since this morning, but both physical SIMs are working fine.

[Markmat]

I've just followed the approach used by @P-A-W and it was actually fairly painless. 

I started the chat in a desktop browser with the bot, and was then shown a QR code to scan to trigger a conversation within the app on my phone.

I then explained the problem again (to a different bot) in the MyO2 app, and about 30 minutes later got a notification in the app with a response from a human agent, who had already triggered a new eSIM to be issued which I could see in the MyO2 app.

[Hagadol1]

I went into a O2 store this morning, changed to
a new eSim, live immediately.

If you don't live by a store you can O2 can send
a eSim by email, though this might arrive with delay.

You can call O2 on 0800 032 1402 from a Skype
account for free I you don't have another line !

[AndreS99]

Hi, I was having the same problem. I tried as you did to add the eSIM again without removing it first and got the same error. 

I then was brave/reckless and went ahead with removing the existing one and then attempted the re-add. It worked, took 2-3 min. The phone is now back up and running.

Hope that helps.

Regards

Andre

[csoup188]

Just tried this......removed old eSim from phone. Scanned my old QR code and got an error message saying ''eSim cannot be added'' code is no longer valid 🙄

[gazuk2015 · Accepted solution]

I managed to sort mine. Went onto the o2 app and started a conversation and requested a new Esim from them. The new Esim was delivered to the app, then just install from there.

[csoup188]

UPDATE: Called up customer services. They requested a new eSim to be sent to me via email. Received email a few hours later to log in to my MyO2 account. Signed in, message pops up to say activate new eSim. Scanned the QR code and all fixed.  Sorted with a 10min phone call vs. 2 days worth of useless generic responses on the MyO2 webchat. Wish I'd called up earlier.

[Markmat]

I also managed to get the other phone on my account sorted last night through the MyO2 chat on my phone. I would say that it definitely helped to politely explain that "I am one of the customers who has had no service on my eSIM for the past 36 hours".

What I did notice last night is that it took much longer for the SIM to be generated. Yesterday afternoon it was  already done by the time the agent got back to me, but last night I could see that the order was created about 21:30 BST but the SIM wasn't sent until about 03:00 this morning. I assume that late evening is a very busy time for processing orders though.

[Oxonian]

But at least you were sorted in the end @Markmat ! 👍 

[Chick_Lunchbox]

I solved the issue after several days by reinstalling the eSim for which I still had the QR code. But on 29 April I received the following sms:

"Hi,
We're aware that due to a technical issue, you experienced a brief loss of service (voice calls, texts and data) on your mobile number ending ****. We're really sorry about this. As a gesture of goodwill, we'll put a credit on your next bill. You don't need to do anything.
Thanks, O2."

No credit on the May bill. O2 chat say it must be spam...but I'm not convinced. I'm aware of the phenomenon of spoofing but there was no potential gain in this for a spammer, nor any attachment to download/infect. The timeline's correct and trouble has been taken to personalise the message with the part number.

Any other recipients like this?

[Oxonian]

@Chick_Lunchbox 

You need to contact O2 about that communication. Unfortunately, this is a customer to customer community so we cannot access your account or intervene directly.

I suggest that you message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are UK-based and have a good reputation for solving problems. Typical time before they engage with you is 48 hours but do please send them the occasional reminder in the interim. 

A more complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2