Esim verification code not sending

[maneryatt]

Errrmmmm....I just found this under another thread. Looks like SKY have been working on this since mid September. So I suggest no-one holds their breath...

 

[IggyCl]

Totally relate. I've had exactly the same experience. Sorry... 

[IggyCl]

Wow. One would think Sky would have sent an internal memo..... they should not advertise a service that cannot be fulfilled. OFCOM??? 

[maneryatt]

So I genuinely think this is the problem. I suspect 95% of people have no issues converting to Esim, like I didn't with my other Sim. But a handful of numbers get stuck for whatever reason....and that is us. No logical reason why some work and some dont so they are never going to be able to fix it.

i am thinking that maybe I move that sim to another provider briefly and then if I really wabt to, I move it back when the issue is sorted....

[newyorky49]

I ordered a replacement eSIM at 11.31 today to install on my new iPhone 16 (previous iPhone had an eSIM but seems is not transferrable). QR code was received almost immediately on the MySky app but 3.5 hours later, still no confirmation email with code. I called Sky and after holding for 12 minutes was told that the emails can take as long as 24-48 hours !

I pointed out that there are numerous posts on here regarding this problem but was assured that was now a resolved issue.

Has anyone else managed to resolve tyhis problem and if so, how ?

Thank you !

[eggi]

Hi. I have the same ongoing problem. I was told to wait 24-72 hours for the email and that was the day after Boxing Day. Still waiting, have retried again and again 30+ times and have got nothing. Tried again this morning, still nothing. Hate to say but don't hold your breath. My new iPhone 16 still sits alone ...waiting. 

[LS14]

I have just spoken to Sky for the 10th time and been passed all over to different people and the tech team but they don't know how to solve it. This has actually been a problem since July 2024 if you find the different threads. Sky say they will call me back but don't and I have been sat at home waiting for them to call since 3pm today. One staff member offered to send an eSim through the post! I don't hold much hope so I am going to look at a different provider. My family bought 4 iphone 16 Pro max and can't use them.

[IggyCl]

I've been advised to switch. It's an ongoing fault, they cannot fix anytime soon.

eSIM option should be pulled from their offerings. 

[eggi]

Isn't this awful. Such a waste of time and money. Good customers treated very badly. Kimberley from the help centre has emailed me in response to my complaint. I've got as far as confirming it's me with the security questions. I await her next step.....

[maneryatt]

My email to the CEO has got me the email below. Will give it a few days and then chase. If no joy, will change provider next weekend:

Our Customer Priority Team are now managing your case, they’re specialists in resolving complaints. Please do not respond to this email. To discuss your case, please follow the contact details below:

You can:

- Message us click here to get in touch

- Call us on (removed), 9am - 9pm Monday to Friday and 9am - 7pm Saturday and Sunday. 

If we don’t hear from you, our Booking Team will reach out to arrange a call back with one of our Customer Priority specialists to discuss your complaint.

Customer Priority Team

MODERATION NOTE: Hyperlink and phone number removed.

[LS14]

• I was told to wait 24hrs for the security code part to reset and then try again. It has been 48hrs and that did not work. I got my sons iPhone changed to eSim the other day with Sky but can't get the other accounts changed, it really doesn't make sense.

[JDeeIE]

I had the same problem with EE 5/6 years ago when they started esim by sending scan packs and ended up at the Telecom Ombudsman post complaints process they still couldn't resolve the issue because Customer CEO Relations team aren't technical that were dealing with Telecom Ombud. 

Told EE to cancel, out of the blue a letter came saying I'm due them £20 odd in Nov when they were meant to refund me a few months service (left for Ire forgot all about it), TO said recently they will re instruct EE to uphold the ruling & refund & more compensate me.

I moved from EE to Sky Mobile sim which I still have, didn't even take my number which is why apparently they said the £20 was unpaid they couldn't contact me lol. Yet EE they had my billing address ??. 

That's a MNO not Sky a MVNO who couldn't even sort their own eSim crap out, technical operating officer at Sky needs a board level enquiry from the board to the MNO if the CTO isn't on Sky board. 

[JDeeIE]

Is that a pattern ? It is accounts with more than one esim ?? 

Sounds like a coding problem, what do Sky use ? Oracle? which destroyed Vodafone U.K. circa 2 decade ago: Computer says NO! 

[IggyCl]

Interesting.

I see Sky's MNO is O2. Basically that means Sky is renting out O2's network, so we need to see whether perhaps there is an O2 esim

issue? 

[eggi]

We have a breakthrough. After spending even more time on the phone to sky, we had the revelation that the iPhone 16 (unless bought in America) DOES have a sim slot, contrary to the Apple instructions! Have a good look around all the edges and it's there! Swopped the physical sim into the new phone, works perfectly. I wonder if other new brands of phone have hidden slots.! Why doesn't the call centre staff have this knowledge.