eSIM swap just disconnects me

[RJP1]

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?

[gmarkj · Accepted solution]

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.

[Enlli]

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