topic Re: Esim verification code not sending in Sky Mobile

Esim verification code not sending

posledni_m — Wed, 24 Jul 2024 19:06:07 GMT

Trying to set up my esim through the app or online but the verification code wouldn't arrive to my new number and now it says sending failed when trying to get a new one. Have been trying for two days now. When trying to set it up through phone settings the new phone also says the sim isn't compatible with e sim and that I should contact sky but when calling them noone understands my problem. Can someone help?

Re: Esim verification code not sending

63johnw — Wed, 24 Jul 2024 19:50:03 GMT

Hi @posledni_m to try and get you some help I have escalated your post to sky so look out for a coloured speech bubble on here inviting you to a private chat ( could be tomorrow ).

Re: Esim verification code not sending

GingerGrayv — Wed, 24 Jul 2024 20:25:38 GMT

Same situation it's driving me mad 😠 have been a good customer for 2 years we pay enough for our services yet can't change to eSIM to upgrade my phone as sky won't upgrade me! Please send me the code to change sim or is it our password that will do it? Tia

Re: Esim verification code not sending

wallis43 — Wed, 24 Jul 2024 23:06:42 GMT

Hi, the issue started on Friday around the time of the IT outage. I spent 2 hours on the phone to sky yesteray to be told it is a system issue and ot should be fixed in 72 hours.

Re: Esim verification code not sending

Kev13 — Thu, 25 Jul 2024 06:57:27 GMT

Been going through the same thing since last wednesday. Tried transferring my eSIM to a new phone which subsequently failed. Finally gave up trying to sort out the eSIM issue and requested a new physical SIM. This was supposed to arrive on Monday, its now Thursday and still no sign of it. Ive had to go out and buy a PAYG SIM and change my numbers on my online banking to get access.

Re: Esim verification code not sending

Lisa-P1987 — Thu, 25 Jul 2024 08:59:14 GMT

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

Re: Esim verification code not sending

wallis43 — Thu, 25 Jul 2024 09:58:14 GMT

Hi Lisa, what about the rest of us with the same issue?

Re: Esim verification code not sending

Kev13 — Fri, 26 Jul 2024 05:19:21 GMT

eSIM issue now resolved.
Had to order a new physical SIM, when you receive this you can to call Sky to activate it as your account will still think you have an eSIM so the option to activate won't be there, takes the customer service agent about a minute to do. Once your new physical SIM has been activated you can go through the eSIM process again. My confirmation code can through in about 30 seconds.

Re: Esim verification code not sending

posledni_m — Fri, 26 Jul 2024 09:49:36 GMT

Issue not resolved, I just have to keep trying to be sent a VERIFICATION code if anyone was wondering. I feel like most of the comments are about a completely different issue than I had.

Re: Esim verification code not sending

Kev13 — Fri, 26 Jul 2024 10:23:34 GMT

@posledni_m @You have to revert back to a physical SIM before you can go through the process that I outlined above. Their system will not let you order/issue a new code until you do that.

Re: Esim verification code not sending

posledni_m — Fri, 26 Jul 2024 10:25:35 GMT

I never got to having an esim, the system won't let me go through verificatiom, so my sim is still marked as physical

Re: Esim verification code not sending

Steve302 — Tue, 03 Sep 2024 13:00:32 GMT

Same here , trying to set new phone up and keeps saying "sending failed" please help

Re: Esim verification code not sending

Caitlin35 — Fri, 06 Sep 2024 19:24:49 GMT

Hi, I am having the same issue. Can anyone say how I get passed this? Rang Sky 3 times now and no help whatsoever was given. Now it's too late in the day as they are closed so will have to wait until tomorrow. I transferred from O2 to Sky due to issues but have had nothing but trouble trying to set up an eSIM with sky now.

Re: Esim verification code not sending

Jeremyh — Mon, 09 Sep 2024 21:15:54 GMT

I have a new sky phone, which has the sending failed message on the eSIM activation, can someone please help, as I need to return the old iPhone on sky swap deal.

Re: Esim verification code not sending

IggyCl — Tue, 31 Dec 2024 08:25:26 GMT

Hello

I am having the same problem and Sky is not helping me. It's been weeks and I've filed a complaint, still nothing. I can get an eSIM verification code but not the qr link and no one at Sky can figure it out, so I keep getting passed to different departments. My new phone does not take a physical sim so I need an eSIM.

Re: Esim verification code not sending

eggi — Tue, 07 Jan 2025 17:35:13 GMT

I have the same problem, my esim email does not arrive. Have been trying since Boxing day to no avail. Have made a complaint, negative feedback, posts on the forum. Nothing. Iphone 16 that i cannot use. No response from Sky.

Re: Esim verification code not sending

maneryatt — Tue, 07 Jan 2025 18:14:05 GMT

Same issue - have you had any luck? I have been trying for a week now and one minute I get told it is a known issue that is still not resolved and then I get told it has been resolved but still not working. 25 years with SKY and have wasted about 8 hours on the phone (2 hours today with 7 different people) and still no closer to getting it resolved.

Re: Esim verification code not sending

IggyCl — Tue, 07 Jan 2025 18:21:34 GMT

Sky has tried to manually put through my eSIM, it has not worked. Sky asked me to wait until Thursday, if it does not come through, I can get out of my contract. I find it wrong that Sky offers eSIMs knowing that they cannot provide this service. It is nonperformance and we can should be able to leave Sky without penalty.

If they give you a problem, issue a DSAR on them, this enables you full access to the transcript of calls made to them, if you are not released from the contract, this info will

give you proof that you're reached out to Sky, without resolution of your issue. They are statutorily mandated to provide all call

trabsvrupts within in 30 days to this request.

I've been with Sky for over 20 years, modtly happy with their service and prices. but now I am shocked by their lack of communication, transparency, and misinformation when dealing with this issue. Sky- stop messing your customers around. You can't give eSIMs out, just say it.

Re: Esim verification code not sending

maneryatt — Tue, 07 Jan 2025 18:33:26 GMT

I have one number that comverted no problem and one which refuses to. I am not in contract with SKY but I have 150gb of data in my piggy bank and dont want to leave.

how long have you been having this issue?

Re: Esim verification code not sending

IggyCl — Tue, 07 Jan 2025 19:10:31 GMT

Hi. Since mid December. I had planned to give my iPhone 12 Pro to my daughter for Christmas, and use my new iPhone 14 pro eSIM only phone, that I purchased from the states.

So, none of the above has happened.

But I've spent about 10 frustrating hours total since then calling Sky to resolve this....