Convert to eSIM - no QR code, no activation email

[Ian+Court]

I am having the same difficulty as many users here in that I cannot move my plan from a physical SIM to an eSIM.

I bought an iPad Air (M2) through Sky, and we received it yesterday. As some may be aware, these are eSIM only; there is no longer a slot for a physical SIM, so I need to get the eSIM conversion working.

After trying multiple times, receiving and inputting the six digit verification code, seeing a rainbow progress bar for a few seconds, I was presented with this, every time:

No QR code is displayed, no email is ever received, and following the ‘Install eSIM’ link just takes me back to the SIM management menu.

I tried to find support chat, but this seems to have been replaced with a ‘chat bot’ which - I have to say - is terrible. It serves as barrier to getting actual useful support.

I called the customer service number, and the agent seemingly went through the same process that I’ve been trying myself. He said I should receive an eSIM activation email within 30 minutes. When I said I suspect that the email will not arrive, he simply said that if it doesn’t, I’ll have to call back. Of course, my prediction was correct and the email did not arrive. I have not yet called back, because I didn’t fancy waiting in the call queue, then going through the hassle of clearing the security questions a second time, to potentially get the same, unsatisfactory result.

Incidentally, I took a free 100MB plan when I bought the iPad, which I had activated on a plastic SIM this morning. Curiously, I was able to successfully switch that to an eSIM this afternoon. I was shown a QR code at the end of the process, instead of the page shown in the image above that I see with my other plan.

I finally tried reactivating the plan I want to move to an eSIM with a replacement plastic SIM (I had a spare, also received yesterday with the new iPad), then requesting a switch from that an eSIM, also without success.

So, in fact, the process seems to work for some plans, but not all. Is there a difference between recent/new plans, and older ones? Why can I successfully move a plan I activated with a plastic SIM today, to an eSIM the same day, but not my previously existing plan? Why would I see different pages at the end of the process for each?

Can someone from the Sky team please advise?

[Jithu2]

I need to make esim

[Leanneh79]

I've got the exact same issue. No activation email received. Went through the chat bot which was totally pointless and it's referred me to this community chat 

[Ian+Court]

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@Leanneh79 wrote:

I've got the exact same issue. No activation email received. Went through the chat bot which was totally pointless and it's referred me to this community chat 

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I've since been in touch with Sky via Twitter DM. This was the response:

Hello Ian, thanks for getting in touch with us and sorry to see you're having problems activating an eSIM for your iPad. This is an issue we are aware of and our teams are working on fixing this as quickly as possible.

We apologise for any inconvenience caused by this issue.

Thanks, Jason

Known issue, indeed. Judging by some of the other posts here, it's been an issue for some time.

At present, we're simply not able to use the SIM in question, since device they sold to us requires an eSIM. I was aware of this at the time of purchase, but I had presumed the process of converting to an eSIM would actually work.

[Ian+Court · Accepted solution]

Good news! I was able to successfully convert the plan with which I was having issues to an eSIM this evening.

I was shown a QR code at the end of the process, which did not happen previously. The activation code then arrived in my inbox around three minutes afterwards.

It looks like Sky may well have resolved the issue.

[Gail43]

I am having the exact same problem with my new iphone 13.  cant receive security code as phone is not working!  do you think if somebody elses phone is used it could work?  Sky no help, unless you have a number I could use