topic Hello just switched to ESIM a couple days in Sky Mobile

Unable to activate eSim

D-Marco — Sun, 21 Sep 2025 10:50:14 GMT

Hi,

I've received my new iPhone yesterday but have been unable to activate my eSIM. I've tried using the QR code, directly from the app on the new phone and by entering the details manually but every time I get the error message "Unable to activate. You can try again or contact your network provider."

I've reset the phone multiple times including factory resets to go through setup from scratch but still no luck.

Does anybody have any suggestions please?

Many thanks

Re: Unable to activate eSim

caesarome — Sun, 21 Sep 2025 11:06:19 GMT

@D-Marco

As there is nothing more you can do you will have to contact Sky support about this, if you don't have another phone you can use then you can use social media as there are links at the bottom of this page along with facebook messenger that you can contact them by.

Re: Unable to activate eSim

D-Marco — Sun, 21 Sep 2025 11:31:14 GMT

Thank you for replying. I'll get in contact with them. Thanks again.

Re: Unable to activate eSim

jevans25 — Sun, 21 Sep 2025 13:24:41 GMT

I'm experiencing the same issue. Can't activate eSIM on iPhone 17 Pro Max. Driving me crackers

Re: Unable to activate eSim

tom303 — Mon, 22 Sep 2025 05:20:34 GMT

same problem

Hello just switched to ESIM a couple days

ChrisMeigh — Mon, 22 Sep 2025 09:29:13 GMT

Hello so I've just switched to eSIM now none of my devices have signal and I can't contact sky as it won't let them send me a verification code as I have no signal

Re: Hello just switched to ESIM a couple days

caesarome — Mon, 22 Sep 2025 12:13:24 GMT

@ChrisMeigh

Do you know if your esims all activated without any issues, if so I would contact Sky via social media about this as there are links at the bottom of the page you can use for this.

E sim activation

Debs47 — Mon, 22 Sep 2025 19:12:56 GMT

Hi I have just got a new phone with an e sim. I started the activation process and accidently went off it before I put all information in. Now when I try to do it it says if you have ordered a new esim it's not ready. I can not ring sky as they have deactivated my old sim. Help please

No Sim Service After eSIM conversion

TonyK93 — Tue, 23 Sep 2025 01:24:06 GMT

I can't call or text or use my mobile data because of the eSIM conversion not working and there isn't any way to contact sky customer service without calling and I can't call because of my sim conversion not going correctly so what do I do now I can't even call my mental health services for help with other problems if my life.

Re: No Sim Service After eSIM conversion

63johnw — Tue, 23 Sep 2025 10:54:33 GMT

Hi @TonyK93 use the social media links at the bottom of this page if you don't have access to a phone.

Re: Unable to activate eSim

danco — Tue, 23 Sep 2025 16:38:54 GMT

I have just got an esim that has failed to activate. Got an email from Sky saying they are investigating and will report back.

It has crossed my mind that there might be an incompatibility between the Sky esim and iOS 26. I don't know if this is likely.

Esim issues - Absolutely abysmal customer service!!

BladeRiderNI — Tue, 23 Sep 2025 19:01:42 GMT

My eSim is stuck on "activating" so I call Sky from the other phone on my account to order a replacement one.

The supposedly Sky expert says "I'll send it via text" and I reply "How can you text it when the phone is not live?" and he passes me to another supposed expert who repeats the drill.

I cannot get logged into the Sky App because you guessed it - it sends a 2FA code to the number that isn't active.

I've just spent 30 minutes on hold for another supposed expert and they've just ended the call.

Absolute cowboys who have no idea what they are doing and no idea of what customer service is.

I'm beyond livid!!

Re: Esim issues - Absolutely abysmal customer service!!

JEFF1102 — Tue, 23 Sep 2025 19:11:47 GMT

I have just had exact same issue! So far called four advisors and has now been passed to technical team for a call tomorrow lunchtime.

Re: Esim issues - Absolutely abysmal customer service!!

BladeRiderNI — Wed, 24 Sep 2025 08:57:55 GMT

@JEFF1102 I[removed] am still on hold.

Moderator Actions: Removed inappropriate comments

Re: Esim issues - Absolutely abysmal customer service!!

neil1979 — Tue, 23 Sep 2025 20:35:14 GMT

I'm the same here. I have had nothing but issues with SKY and esims.

Anbody worked it out yet?

Re: Esim issues - Absolutely abysmal customer service!!

JEFF1102 — Wed, 24 Sep 2025 07:13:52 GMT

I am expecting a call later from the technical team so hope they can sort it out. I can still use my current phone luckily.

activate my esim

Foxy19 — Wed, 24 Sep 2025 08:35:20 GMT

please can someone from sky talk to me this AI is no help at all its driving me up the wall

Re: activate my esim

caesarome — Wed, 24 Sep 2025 08:43:22 GMT

@Foxy19

Im afraid we are customers here so what issues are you having doing this via this help guide:

https://www.sky.com/productsettings/mobile/activate-sim

Re: Esim issues - Absolutely abysmal customer service!!

BladeRiderNI — Wed, 24 Sep 2025 11:39:34 GMT

@JEFF1102 @neil1979 Two different advisors have told me its a known issue and they have engineers working on a fix.

Could be up to 6 days until its resolved.

Activating eSIM

MarcusMarlow — Wed, 24 Sep 2025 16:55:17 GMT

Can someone please help me to activate the SIM? I've gone from an iPhone 14 to an iPhone 17 air and the customer service is absolute useless. It's asking me for a verification code to be sent by text message but none of the phones are working anymore so can't get any text messages