on 13-06-2023 10:25
I requested an eSIM for my new phone but all that happened was that my old physical SIM was disabled. Luckily I managed to find a phone number to call support and get it reinstated. I’m now using this physical SIM in my new phone. I see from this forum that other people have had similar problems. They seem to be told to look in the MyO2 app but in my case there is nothing. I don’t want to re-order and be cut off again. I could, of course, carry on using the physical SIM but is the eSIM ordering process broken?
Solved! Go to Solution.
on 13-06-2023 10:34
It's not the eSIM ordering process that's broken @RJP1 , it's the SIM process full stop.
o2 now disconnect the current SIM when you order a new one over the phone. Not sure why, but they just do.
If you need a new SIM and can't go a few days without a working phone (fairly reasonable I would say), then you can get a new one in an o2 store - so long as you have some photo ID and proof of address.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
on 13-06-2023 10:34
It's not the eSIM ordering process that's broken @RJP1 , it's the SIM process full stop.
o2 now disconnect the current SIM when you order a new one over the phone. Not sure why, but they just do.
If you need a new SIM and can't go a few days without a working phone (fairly reasonable I would say), then you can get a new one in an o2 store - so long as you have some photo ID and proof of address.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
on 13-06-2023 11:13
Will depend on what Billing System you are on whether it can be done via My O2
On the App scroll to Manage My Account / Click View All.
Scroll down to Swap My SIM and it can be done from there