topic Re: New Phone eSim issues in Sky Mobile

New Phone eSim issues

Big+GH — Sun, 29 Dec 2024 12:46:33 GMT

My daughter currently has an iPhone 13 Pro with a working Sky eSim on it. Just before Christmas I tried to setup her new iPhone 16, requested a new eSim from the Sky app but the authentication code never arrived - this was on the 20th Dec, no email, nothing in the spam/junk. We've been away for a week so i just left it (email still didn't arrive during the time we were away).

Having just come back i've tried again this morning, chose the reinstall eSim option and the QR code from 20th Dec is displayed but still no email with the authentication code. Called Sky up, jumped through about 3 depts after being put through the wrong ones, eventually spoke to a chap who hit send auth code from his end and it arrived, put the code in and was then met with unable to activate eSim message. Chap wanted us to reset the phone again, however we'd literally already done this 30 mins prior to calling them. He said to request another eSim and try again. So, we've requested another one, have another QR code to scan but yet again the authentication email hasn't arrived - waited 2 hours so far.

Why is this so difficult? The instructions say not to delete the eSim from the original device until the new device is setup, chap i spoke to seemed to suggest that you can't setup the eSim on the new device until the old one is deleted, hesistant to do that since thats not what the instructions say and it'll leave my daughter without any active device.

Help!

Re: New Phone eSim issues

caesarome — Sun, 29 Dec 2024 12:59:11 GMT

@Big+GH

Are you following these guidelines to transfer the esim to this new mobile:

https://www.sky.com/help/articles/esim-sky-mobile-transfer-sim

Re: New Phone eSim issues

Big+GH — Sun, 29 Dec 2024 13:02:53 GMT

Yes, my post details pretty much exactly that process.

Re: New Phone eSim issues

IggyCl — Sun, 29 Dec 2024 14:01:01 GMT

I'm having similar eSIM issues. After two weeks of a runaround with Sky, one representative admitted to me today that there is a wider problem with eSIMS at Sky. It would have been better to have been upfront about it initially.

Re: New Phone eSim issues

Big+GH — Thu, 02 Jan 2025 17:24:44 GMT

Still not setup here, spoke to Sky employee who eventually admitted they're having serious eSIM issues. She ordered a physical sim, will convert from eSIM to physical sim if it ever arrives!

Re: New Phone eSim issues

IggyCl — Thu, 02 Jan 2025 18:47:05 GMT

That is excellent advice! Thank you for sharing this work around. Why doesn't Sky suggest this to their customers?

Re: New Phone eSim issues

IggyCl — Thu, 02 Jan 2025 18:49:29 GMT

Hello Sky- can you admit and address these issues regarding eSIMs to your customers so we don't go around in circles wasting our time calling Sky?

Re: New Phone eSim issues

IggyCl — Tue, 07 Jan 2025 18:23:59 GMT

Did the new physical sim arrive, and have you been able to convert this to an eSIM? Thanks.

Re: New Phone eSim issues

Big+GH — Tue, 07 Jan 2025 18:29:38 GMT

Nope still hasn't arrived

Re: New Phone eSim issues

IggyCl — Tue, 14 Jan 2025 16:32:20 GMT

There is an ongoing issue with Sky issuing eSIMs.

Re: New Phone eSim issues

Voicemail+Length — Wed, 07 May 2025 10:25:29 GMT

eSIM from sky works fine until you want to put it into a new device. I've jumped around all day to be told too many attempts have locked me out so they ordered me an actual SIM card, still waiting for that to arrive but my advise is DO NOT use an eSIM with sky under any circumstances.

Re: New Phone eSim issues

Big+GH — Wed, 07 May 2025 10:43:00 GMT

I got a new phone, again couldn't transfer the eSIM. Luckily there was a Sky store in the shopping centre so I asked them for a physical sim then moved back to a real sim. The process took about 30 seconds.

I've now left Sky though, service is terrible

Re: New Phone eSim issues

SpSky — Wed, 07 May 2025 11:41:40 GMT

Thanks for for updating!

Re: New Phone eSim issues

SpSky — Wed, 07 May 2025 11:56:02 GMT

Thank you for posting. My first post regarding this issue was in December 2024. Sky is advertising eSIM it seems, without the technology to actually make function- this is wrong. Please raise a complaint with Sky and document every exchange with them. You can do this by requesting a DSAR- which legally requires companies to send you all correspondence, including calls made to Sky. They have 30 days to respond, though mine came after the deadline.

You can then use this information to ask for compensation or get a deadlock letter, which states there is no resolution between you and Sky. You can then report Sky to the government ombudsman. Details of which govt group will be in that letter Sky sends to you. Good luck.