topic Re: E-SIM activation code not received in Sky Mobile

E-SIM activation code not received

CW1997 — Wed, 02 Oct 2024 08:51:23 GMT

Hi, I upgraded my phone and was on live chat for 3 hours yesterday just to be told I couldn't keep my same number (fair enough), however I was told to transfer my original sim card to an ESIM. I did this 24 hours ago and still have not recieved a confirmation code to install it on my device. I've spent another 2 hours on live chat this morning to be told the only way to resolve this is to call the technical team but I have no means of making outbound calls as have no active sim card and no other device to call from. Any help appreciated please as I have now been without a phone for 24 hours

Re: E-SIM activation code not received

caesarome — Wed, 02 Oct 2024 08:56:20 GMT

Was you original number on another Sky sim or was it with another network ?

Re: E-SIM activation code not received

CW1997 — Wed, 02 Oct 2024 08:57:39 GMT

Yes my original number was with Sky. I've ended up having to not get the initial sim plan I was offered and downgrade my old sim plan to a much poorer deal

Re: E-SIM activation code not received

caesarome — Wed, 02 Oct 2024 08:59:17 GMT

You could have just used your original sim card in your new phone so does this work ?

Re: E-SIM activation code not received

CW1997 — Wed, 02 Oct 2024 09:00:34 GMT

Yeah thats what I did do. But someone from Sky yesterday told me to convert it to an esim when trying to fix the issue and when I have done this I havent been emailed the activation code and have now had no service for 24 hours 😞

Re: E-SIM activation code not received

caesarome — Wed, 02 Oct 2024 09:04:07 GMT

@CW1997 wrote:

But someone from Sky yesterday told me to convert it to an esim

If you phone takes a physical sim which it should do then there is no need to convert it to an esim so does the physical sim work in your phone ?

Re: E-SIM activation code not received

CW1997 — Wed, 02 Oct 2024 09:06:13 GMT

No the physical SIM doesnt work anymore 😞

Re: E-SIM activation code not received

caesarome — Wed, 02 Oct 2024 09:12:25 GMT

@CW1997

To see if they can help you with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies are not instant.

Re: E-SIM activation code not received

Mr+Flibbles+86 — Wed, 02 Oct 2024 09:27:18 GMT

Thanks for escalating this. We’ve sent an invite to @CW1997 to chat.

Re: E-SIM activation code not received

bn8532 — Wed, 09 Oct 2024 10:33:34 GMT

Hi.

I'm having the same issue, now I lost network from my old sim because I had tons of errors on the app knocking me out throughout the esim install and now I have no way of contacting sky via the phone as neither the old physical sim and new esim wont work.

Please help

Re: E-SIM activation code not received

Tom-W19 — Wed, 09 Oct 2024 11:31:03 GMT

Hi @bn8532

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: E-SIM activation code not received

Callum35 — Wed, 13 Nov 2024 16:40:20 GMT

I have the same problem how can I sort this