topic Re: Sky cannot generate an eSIM in Sky Mobile

Sky cannot generate an eSIM

IggyCl — Tue, 24 Dec 2024 17:11:14 GMT

I have been reaching out to Sky to transfer my physical SIM to an eSIM fir over a week. I've called repeatedly, I get the verification codes, but no follow up QR code to continue. After several calls, I was told there is a problem issuing it, no one knows why, The specialist team was supposed to ring me, but their calls don't ring on my phone, they go straight to voicemail. No other calls do this. I am very frustrated as I cannot use my new iPhone until this is resolved. Can anyone help? And if Sky cannot get the SIM converted, can I break the contract for non performance? I have been with Sky for over 20 years, but I'm so fed up I don't mind walking.

Re: Sky cannot generate an eSIM

caesarome — Tue, 24 Dec 2024 17:17:21 GMT

Is there any reason you can't continue with just the physical sim as that would seem like the best thing to do here ?

Re: Sky cannot generate an eSIM

IggyCl — Tue, 24 Dec 2024 17:24:48 GMT

Hi!
My new iPhone does not have a slot for a SIM card, it is an eSIM only phone, otherwise as you say, I would simply move the SIM across. I did not realise getting an eSIM from Sky would be so difficult. Sky have admitted that there it a fault on their end, but they cannot resolve it, and each time I ring, I have to start over again explaining with the problem. I am very frustrated.

Re: Sky cannot generate an eSIM

caesarome — Tue, 24 Dec 2024 17:28:50 GMT

What iphone have you got ?

Re: Sky cannot generate an eSIM

IggyCl — Tue, 24 Dec 2024 17:30:32 GMT

iPhone 14 Pro from the US ( no physical SIM slots on these US models).

Re: Sky cannot generate an eSIM

caesarome — Tue, 24 Dec 2024 17:31:47 GMT

@IggyCl

All you can do is to register a complaint:

https://www.sky.com/help/complaints

Re: Sky cannot generate an eSIM

IggyCl — Tue, 24 Dec 2024 17:34:30 GMT

I get the verification codes, but Sky tells me there is an issue sending my QR code. My email is correct, I get verification codes on this email and via text. I get other Sky emails successfully. But Sky cannot generate the eSIM QR, and I planned to give my current phone to my daughter tomorrow as a bonus Christmas gift. I cannot now, because I cannot migrate to my new iPhone without an eSIM.

Re: Sky cannot generate an eSIM

IggyCl — Tue, 24 Dec 2024 17:36:56 GMT

I had filed a complaint while on the phone but surprise, there is no record of it. The second time, I did ask for a confirmation email, which I have received.
Thanks anyway for reaching out to me and trying to help. Best wishes to you.

Re: Sky cannot generate an eSIM

IggyCl — Thu, 02 Jan 2025 10:13:47 GMT

Hi everyone

I spoke with Sky and one of the agents has admitted that Sky has been having issues converting eSIMs for about a month.
Why can't Sky admit this? I've spent fruitless hours with Sky over the past three weeks, it's frustrating. Sky- why are you giving us the run around? It's not the way to build customer loyalty.

Re: Sky cannot generate an eSIM

PaulG7 — Fri, 24 Jan 2025 20:41:00 GMT

After 4 calls and being put on hold for ages over 3 days trying to transfer esim to my new phone, and having exactly the same as above, the final analyst said there's an issue now but it looks like this is an issue for longer.

What a joke. I've been 3 days without my number, which is critical for my family right now.

Re: Sky cannot generate an eSIM

IggyCl — Fri, 24 Jan 2025 21:14:01 GMT

Hello

I have left Sky and have filed a complaint against them and OFCOM. Sky is not telling its customers upfront about the eSIM issue.
I encourage everybody with this problem to do similar.
Sky should not be offering services it cannot provide, and charging us and wasting our valuable time.

Re: Sky cannot generate an eSIM

MarkLyford — Fri, 24 Jan 2025 21:29:23 GMT

I have exactly the same issue and been waiting for months. I think its time to move the numbers to another provider.

Re: Sky cannot generate an eSIM

Chrisdug1 — Fri, 24 Jan 2025 22:50:09 GMT

I've had the same issue. Sky assured me I would get the email today after multiple attempts. Been waiting 8 hours now don't think it's coming through again

Re: Sky cannot generate an eSIM

IggyCl — Sun, 26 Jan 2025 07:43:54 GMT

Hello

I moved to another carrier. I wasn't sure whether I could go straight to ESIM or get physical sim then switch. I chose the later option bc frankly I'm tired of talking to any phone customer service.

I chose giffgaff. I got my sim in less than 24 hours ( I'm in London) and I transferred my account within MINUTES! I then converted to eSIM. This took no verification codes, no qr codes, my phone just did it using the giffgaff app. IT TOOK 1 MINUTE!!!!

I have spent about 12 hours since December calling and writing them, trying to get my iPhone working on eSIM with sky. They don't tell you upfront this eSIM is not available on their network (like WiFi on tubes- not possible on sky)

It's very easy to get an eSIM , if you have a carrier that can facilitate this without the run around.

good luck everyone!