Esim verification code not sending

[eggi]

Hi. I have exactly the same problem. I get the authentication code but never receive an email with an eSIM activation code. The option to reinstall an eSIM on My Sky is greyed out as it knows I only have a physical sim. Does it matter that the sim I want to convert is currently loaded on my old phone and I want it on my new phone? Do I have to remove it before sky will convert it? Luckily I also have an iPad to use. So frustrating. I hate to ring the call centre yet again if there is a fix for this. Thank you anyone. 

[eggi]

Hi Lisa, I'm in the same position as everyone else. Been with Sky for years. Got everything with you and pay lots each month. Can you get me the same help please? I just want to move my main mobile number up into my new eSIM only phone. I've been trying since Christmas. Many thanks in advance. 

[JDeeIE]

Thanks for stepping in 

@Lisa-P1987 

@eggi has now posted similar issues can you assist with a Live Chat via Private Messaging there please also. 

thanks! 

[maneryatt]

It doesn't really help.  Lisa put me through to someone and they are just the same people you get on the phone if you ask to speak to mobile technical support.  So you might as well just ring up as the people on the chat cant speak to you so everything takes a lot longer to explain.

[JDeeIE]

Apparently you can't @Lisa-P1987

Sky staff ? 

[JDeeIE]

Oh you can lol, didn't work before ?? 

maybe the esims are run by the same company (or worse) doing the forum software hahah. 

@eggi hopefully Lisa will be in touch mate. I've highlighted your plea after she posted Live Chat via Private Messaging for others in the thread. 

Praise be, Lisa has been on the ball with others so hopefully soon she will contact you. 

[eggi]

Thank you so much. If I get a fix I'll make sure we all know about it! 

[Steve.B]

@Lisa-P1987 can you arrange some assistance for me too please. I'm also not recieving the email to switch to esim. Thanks

[maneryatt]

Just sent this to SKY CEO...

Hi Dana,

Have given up trying usual channels as there are so many of us struggling with Esims and getting absolutely no help from SKY with it. 

I spent almost 2 hours on the phone yesterday, spoke to 8 people and was transferred to the wrong department 3 times.  I have been with SKY for around 20 years and have 3 SIMs and am now going to cancel all…..and there are a large number of us with exactly the same issue but after weeks we are getting no closer to resolution.

Here is the link so you can see how many people have the same problem – we are all leaving SKY mobile if this does not get resolved soon and each of us with individually report to OFCOM:

https://helpforum.sky.com/t5/Sky-Mobile/Esim-verification-code-not-sending/m-p/4876595#M238406

Please make it happen so I can update the group!

Thanks,

Mané

[maneryatt]

By the way all....when I spoke to someone earlier today she told me the "issue was now resolved" so I would get the email today and she would call me back at 5pm to run me through it.  Now 5.30 and no email and not a peep.....

[IggyCl]

Sky totally runs its customers in circles, hoping we will go away, but still continue to pay for the subscription. They never call me back either.... I'm now chatting online with Sky, I've only gone past my security details, it takes awhile bc it's not a live chat. The rep suggests I be sent out a new physical sim and then Sky can replace that one with an eSIM. But first, I needs to complete security, despite being logged into my account....I doubt anyone else would want to impersonate  me and deal with Sky 🤣

[IggyCl]

Which issue? eSIM not being generated? Bc Sky has confirmed this has been an ongoing issue for over a month....

[IggyCl]

Brilliant!!

I have also asked sebt a DSAR notice to Sky. They have 30 days to respond with all the correspondence and transcripts of my dealings with them. It's statutory, Sky must comply within 30 days. Google it.

 It's the last report to get any attention to this matter. 

[IggyCl]

Correction- not respond to my eSIM query but , Sky must send me copies of the phone transcripts and any personal information they hold on me. 

[maneryatt]

Just got the email code through that was pushed by the woman earlier (not that she has called me back) and surprise surprise its not working. Pointless them keep pushing these codes out when the system clearly does not recognise them unless system generated. 

called up again. Had the same conversation and was transferred to a manager....in TV....who cant do anything for me.

total and utter waste of time.