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Discussion topic: Horrendous experience with SIM activation and not getting help - where to go?

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This message was authored by: Baw187

Horrendous experience with SIM activation and not getting help - where to go?

For 2 weeks not, my daughter's SIM is not working. I tried to convert her physical sim to an eSIM as the physical SIM kept failing until it was taken out and put back in. The eSIM activation failed and after multiple calls over many hours, all new eSIMs were failing so I asked for a new physical SIM to be sent. 

 

That arrived but also wouldn't activate. More time on calls and they sent me another new physical sim saying that some errors would be cleared and to try again when it arrived. Same issue.. won't activiate. 

 

Today nearly 2 weeks later I was told the same thing... they'd order a new physical SIM and clear down the errors. I have no confidence that this will work so asked them to canel that SIM and set up a completely new plan and number. Changing number was less hassle and quicker than going on forever with this issue. A new eSIM was set up but now after a number of hours I still haven't received it via email and they are telling me there are issues with eSIMs and can't confirm when I will get it!!!! 

 

I have no idea where to go from here.... I've asked to speak to a manager but none available and the whole thing is massively stressful and time consuming. 

 

 

 

 

 

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This message was authored by: PandJ2020

Re: Horrendous experience with SIM activation and not getting help - where to go?

Posted by a Superuser, not a Sky employee. Find out more

@Baw187 wrote:

I have no idea where to go from here....

 


Only via the complaint process?  Although, that can take up to 8 weeks.

I am just another Sky customer and my views are my own even if you don't like the answers
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This message was authored by: Baw187

Re: Horrendous experience with SIM activation and not getting help - where to go?

I raised a complaint a week ago (it's got even worse since then) and I haven't had any response. Still doesn't get my daughter's phone working 😞

This message was authored by: PandJ2020

Re: Horrendous experience with SIM activation and not getting help - where to go?

Posted by a Superuser, not a Sky employee. Find out more

Alas, not much more we can suggest (other than purchasing an eSIM from a different provider)

I am just another Sky customer and my views are my own even if you don't like the answers
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This message was authored by: Baw187

Re: Horrendous experience with SIM activation and not getting help - where to go?

Think that's unfortunately the route I'm probably going to have to go down. Sky is so much cheaper but no good if I can't get it to work.

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