Conversion of SIM to eSIM

[Skyhigh60]

I have recently switched to Sky mobile and have 4 SIMs on the plan.

One of the phones only accepts eSIM  but I am unable to convert to an eSIM via the My Sky App. It sends a verification code to my phone as the account holder but on the next screen there are no numbers listed to complete 2 factor authorisation.

I have spoken to a number of people in Sky but they say that I have not set up 2FA correctly. I don't think I have ever done this or been asked to do it and do not have a recovery code. The order was completed over the telephone. I don't believe I have ever sent a recovery code so noit sure it has been set up?

Customer services staff seem unable to help and just pass me from one to the other but the last one suggested that I should transfer the relevant number to a new provider (they will provide a PAC) and then transfer it back requesting an eSIM? I am not convinced that this is correct and I am concerned that they will then just send another physical SIM which I still will not be able to convert to eSIM as I will then go back to the original issue due to the 2FA problem? This doesn't seem to be a reasonable course of action anyway and surely their technical team can come up with a solution?

Any help would be greatly appreciated

[63johnw]

Hi @Skyhigh60 

To try and get you some help I have escalated your post to the Sky Community Messaging Team.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a coloured speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[_Claire]

Thanks for escalating this @63johnw We’ve sent @Skyhigh60 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.