ESim swap

[JackRob]

Hi, I hope someone from Sky can help.

I’m currently abroad in Canada and my Sky Mobile SIM has completely stopped working. I can log into My Sky, but when I try to complete the online eSIM swap, it asks for a verification code sent to my UK number — which I cannot receive.

This means I cannot complete the eSIM swap online, and I urgently need access to my UK number because it’s linked to multiple accounts for 2FA/SMS verification codes.

The live chat is currently unavailable, and when I call the help number it says it's unavailble so there is genuinly no way for me to contact them at the moment.

I use an iPhone 15, which supports eSIM. Could Sky please arrange an eSIM swap for my existing number and email me the QR code so I can activate it abroad?

I have all my account details ready to verify my identity securely.

This is urgent as I’m locked out of important accounts without SMS. Any assistance or escalation would be greatly appreciated.

Thank you,

[63johnw]

Hi @JackRob  unfortunately you aren't talking to sky CS here, it's customer helping customer, so Sky won't action your request. There has been an ongoing issue with Sky mobile in Canada since May. Have a look at the thread to see if anything suggested helps. 

https://helpforum.sky.com/t5/Sky-Mobile/Sky-stopped-working-whilst-in-Canada/m-p/4998989#M250713

[JackRob]

Thanks for getting back to me!

I know just I'm finding it almost impossible to get in touch with them, do you have any tips to help with that? 

[63johnw]

Social media links at the bottom of this page @JackRob  ?