Esim verification code not sending

[posledni_m]

Trying to set up my esim through the app or online but the verification code wouldn't arrive to my new number and now it says sending failed when trying to get a new one. Have been trying for two days now. When trying to set it up through phone settings the new phone also says the sim isn't compatible with e sim and that I should contact sky but when calling them noone understands my problem. Can someone help? 

[63johnw]

Hi @posledni_m  to try and get you some help I have escalated your post to sky so look out for a coloured speech bubble on here inviting you to a private chat ( could be tomorrow ). 

[GingerGrayv]

Same situation it's driving me mad 😠 have been a good customer for 2 years we pay enough for our services yet can't change to eSIM to upgrade my phone as sky won't upgrade me! Please send me the code to change sim or is it our password that will do it? Tia

[wallis43]

Hi, the issue started on Friday around the time of the IT outage. I spent 2 hours on the phone to sky yesteray to be told it is a system issue and ot should be fixed in 72 hours.

[Kev13]

Been going through the same thing since last wednesday. Tried transferring my eSIM to a new phone which subsequently failed. Finally gave up trying to sort out the eSIM issue and requested a new physical SIM. This was supposed to arrive on Monday, its now Thursday and still no sign of it. Ive had to go out and buy a PAYG SIM and change my numbers on my online banking to get access. 

[Lisa-P1987]

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

[wallis43]

Hi Lisa, what about the rest of us with the same issue? 

[Kev13]

eSIM issue now resolved. 
Had to order a new physical SIM, when you receive this you can to call Sky to activate it as your account will still think you have an eSIM so the option to activate won't be there, takes the customer service agent about a minute to do. Once your new physical SIM has been activated you can go through the eSIM process again. My confirmation code can through in about 30 seconds. 

[posledni_m · Accepted solution]

Issue not resolved, I just have to keep trying to be sent a VERIFICATION code if anyone was wondering. I feel like most of the comments are about a completely different issue than I had. 

[Kev13]

@posledni_m @You have to revert back to a physical SIM before you can go through the process that I outlined above. Their system will not let you order/issue a new code until you do that. 

[posledni_m]

I never got to having an esim, the system won't let me go through verificatiom, so my sim is still marked as physical

[Steve302]

Same here , trying to set new phone up and keeps saying "sending failed" please help

[Caitlin35]

Hi, I am having the same issue. Can anyone say how I get passed this? Rang Sky 3 times now and no help whatsoever was given. Now it's too late in the day as they are closed so will have to wait until tomorrow. I transferred from O2 to Sky due to issues but have had nothing but trouble trying to set up an eSIM with sky now. 

[Jeremyh]

I have a new sky phone, which has the sending failed message on the eSIM activation, can someone please help, as I need to return the old iPhone on sky swap deal.