Activating e sim

[TriciaR1]

I bought a new I phone today (16 plus). During the installation process in the shop I got a message to say that the e sim was not transferring over from the old device and to contact Sky. I have the activation code ( 4 digits) but when I go through the online guide and try to link my mobile to Sky I'd I get a message saying that my details ( name, postcode and last 6 digits of bank account) do not match. I am a platinum customer and my details are unchanged.

[caesarome]

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@TriciaR1 wrote:

when I go through the online guide and try to link my mobile to Sky I'd I get a message saying that my details ( name, postcode and last 6 digits of bank account) do not match.

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@TriciaR1 

To get you some help with this linking account issue I have escalated your post to the Sky Messaging team who should be in touch with you 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, so if the bubble hasn't appeared by 7pm it will be tomorrow that they will contact you by it:

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 by typing it it to start the chat:
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 are not instant.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @TriciaR1 to chat.

[Andy263]

I was going to describe exactly the same issue. My new 16 plus arrived yesterday. In the process of setting up I got a message 'Your SIM is not supported' I therefore ordered an eSIm and got an email with 4 number code. In the Sim manager page it has just been saying we're working on it and try again later. Neither new or old phone work now for calls, although Sky are quick enough to add the new phone to my mobile bill.

[Addie15]

Hi there, @Andy263. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147