topic Re: Failed eSIM in Sky Mobile

Failed eSIM

Fred42h — Thu, 30 Jul 2026 15:21:23 GMT

New 17e trying to set it up, circle kept going round. Then received an email saying eSIM failed to activate & could take up to 48 hours for a response. Hope this is not the case as I'm going away in a few days & really need this sorted ASAP. I had an appointment in a Sky shop they would not help saying it's up to the customer to sort it out if bought online, I persisted but they would not budge & said take it to a phone shop & suggested an O2 shop.

Re: Failed eSIM

63johnw — Thu, 30 Jul 2026 15:25:51 GMT

Hi @Fred42h have you tried this help page ?

https://www.sky.com/help/articles/esim-sky-mobile-fix-a-problem

Re: Failed eSIM

Fred42h — Thu, 30 Jul 2026 18:51:23 GMT

Yes looked at help page. New phone so can't get past the steps of set up. Their email say they are looking into it but response could be 48 hours. Then to change use the PAC code will take a few more days ( my daughters PAC code was applied and took 4 days to change. I don't have that amount of time to wait. I had changed from EE but their promised good signal was non existent and returned phone & changed to Sky. Now I'm considering switching back to O2.

Re: Failed eSIM

Fred42h — Fri, 31 Jul 2026 22:42:32 GMT

Rang them today after the email promised it would be 48 hours. Only 1 text saying they would be in touch. So rang Customer help but they would not help they said it will be 48 hours after this phone call. So 96 hours (4 days). I asked to speak to a manager but they said that was not possible. I kept repeating the promised email until they said they would transfer me to the technical team but only transferred me to a colleague. Having to repeat the same dialogue they eventually put me through to the technical team. Who couldn't get the eSIM installed. They contacted the backup team who promised to ring back within 1/2 to 1 hour. That was 6.30 PM and it's now 11.40PM.
im going to cancel & go to the O2 shop in the morning. Sky can go (you know the rest).