topic Re: Convert to eSim online function not working for over a month in Sky Mobile

Convert to eSim online function not working for over a month

MarkLyford — Wed, 22 Jan 2025 20:14:31 GMT

Hi There,

Dispite trying many times and also calling and being told I would have a call back early Jan, then since trying again the convert from regular sim to esim function online is not working.

I log in, start the process, get the text confirmation code, wait a few seconds and then be told to look out for an email for a code. The email(s) never arrive.

I need to get two sims changed to esims asap as this has been over a month now.

Any idea when the system will be fixed or if there is another way of doing it?

When I called they manually did this for me, but I still didn't get a confirmation code email.

Regards,

Mark

Re: Convert to eSim online function not working for over a month

caesarome — Wed, 22 Jan 2025 20:23:09 GMT

I'm not sure as customers we can do here for you other than to ask as these emails are not arriving, is your email address on your account up to date and that you have checked the spam/junk/trash folders for these emails ?

Re: Convert to eSim online function not working for over a month

MarkLyford — Wed, 22 Jan 2025 21:02:18 GMT

Yes, I get sky emails fine etc.

Are there Sky support people on here?

Thanks,

Mark

Re: Convert to eSim online function not working for over a month

caesarome — Wed, 22 Jan 2025 21:36:25 GMT

@MarkLyford

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 tomorrow 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 may not be instant.

Re: Convert to eSim online function not working for over a month

Mr+Flibbles+86 — Thu, 23 Jan 2025 12:25:14 GMT

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

Re: Convert to eSim online function not working for over a month

MarkLyford — Thu, 23 Jan 2025 21:25:01 GMT

Many thanks for your help.

Re: Convert to eSim online function not working for over a month

Al_69 — Sat, 25 Jan 2025 16:58:57 GMT

Did you manage to resolve this or is there still an ongoing issue with SIM to eSIM conversion?

I'm also trying to convert to an eSIM and whilst the website goes through the motions of requesting a ont time passcode and suggesting I will be sent an e-mail I never receive the email. Tried it several times and also checked junk folder.

Re: Convert to eSim online function not working for over a month

MarkLyford — Sun, 26 Jan 2025 01:15:33 GMT

No not rsolved yet 😞

Re: Convert to eSim online function not working for over a month

Tom-W19 — Sun, 26 Jan 2025 15:06:32 GMT

Hi @Al_69

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