ESIM not able to get one due to ongoing network or internal systems fault

[helicopter_red]

Hi Is there any news regarding obtaining an ESIM?

I have taken out a new contract with O2 and require an ESIM however i tried customer service and they couldn't sort so was told to go into a shop and they could not sort it either, telling me the system was down due to a known issue with no fix date 

I'm almost 2 weeks into my new contract now, that i have not been able to use, so paying for a service i am unable to access.

Is there any way somebody with Tech expertise can resolve this? 

I fear that i wont be able to port my number or cancel the contract if this goes beyond a month.

Thank you

[Enlli]

If you are on the new 360 system you can get an eSIM via the Web version of My O2. If you go into the menu and scroll down there is a SIM section and a menu entry to swap your SIM. It should be offered there

If your on the old system only shops and O2 direct I'm afraid.

[Cleoriff]

@helicopter_red 

I'm still on the old billing system and having checked My O2, I'm unable to get an esim from there.

Best bet is to go back instore with ID and they can change it for you quickly.

https://www.o2.co.uk/help/device-and-sim-support/esim 

[Cleoriff]

Whoops, apologies @Enlli.

No one had posted when I started my reply.

Checking My O2 delayed my response 😂

[helicopter_red]

Hi I have no idea which system i am on?

I have tried the App, i was shown how to when i visited the store but that comes up with an error code,  Error 500

The store tried their system and could not do anything and Telephone customer support are unable to action anything either so nothing is giving me any clues as to what system i am on at present, and nobody seems to be able to resolve anything, so what the store has told me seems to be plausible.

[helicopter_red]

Hi Cleoriff, i have been into the store and they were unable to resolve for me, I have chased Customer support today and still not able to resolve.

[MI5]

@helicopter_red 

You can get a physical sim until the esim issue is resolved?

[Enlli]

This is the problem. There is two systems running at present and it seems that if the shop and the customer are on different systems they cannot do anything.

Try My O2 online version as you can't do it from the app at present.

Guess I'm fortunate, and got mine set up in 10 min

[helicopter_red]

No unless O2 want to give me a phone.

I have to keep a physical sim for work so need my private number to be an esim, this is to use in an Iphone with esim compatibilities, this is how i am currently set up now.

[helicopter_red]

I have tried online and i don't get the same options as the App, it just tells me to log into My O2 to do a sim swap, even though i am already logged in. 🙁