Inactive e-SIM issues with Samsung S22

[uv]

For the past several weeks I have been trying to resolve an issue with Sky mobile technical teams and I'm not getting anywhere. I have requested for the issue to be escalated but I am being being sent to the same teams who have no clue on how to fix the issue. I am hoping someone on this forum can help me. 

I had a Sky physical SIM which was working fine until I started having some call dropping issues. Naively I though that converting it to an eSIM would resolve the issue. Therefore I selected the option to convert to an eSIM on the MySky app. As soon as I scanned the QR code, it created a eSIM record but when I tried to activate it it failed. 

My physical SIM was still working after this but all calls dropping within 1 minute. The problem is that the inactive eSIM has now taken up the 2nd SIM of my phone and associated the IMEI number to the inactive SIM. 

I cannot remove the eSIM. I have tried the following:

• Requested SKY teams to delete the esIM on their side but no one has a clue on how to do this
• Performed factory reset, tried to delete all e-sims, cleared cache for settings app, reset network settings but nothing resolved the issue
• Moved my phone to a new provider and performed another factory reset, but the eSIM remains unremovable, and the call drop issue persists.
• Tried to install a new eSIM from another provider to replace the existing incomplete one but that did not work.
• I also called Samsung support and visited their repair centre as the phone is under warranty and they tried everything but were unable to remove it. They said that the service provider (i.e. Sky) has to remove the eSIM on their side. 

So Sky has really messed up things for me as my dual SIM phone is not functional and Samsung and the retailer cannot honour the warranty as they said Sky is responsible for this:

1. For the first IMEI slot, any calls I receive on my physical SIM drop within less than a minute, rendering the phone unusable for calls.
2. For the second IMEI slot, I am unable to replace the partially installed eSIM with a new one.

How do I get this problem resolved. Why is Sky allowed to operate eSIMs if they don't have the facility to remove inactive SIMs? 
Who can I escalate the issue to as their customer support is extremely poor and they don't have the technical know how to resolve the issue. 

[Addie15]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[uv]

Even though I moved my number to another provider and my SIM should not exist on Sky. I can still see this message
I've obfuscated the name of the SIM with the pink section. However Sky are unable to provide an explanation for this. 

Samsung have confirmed that Sky should delete the eSIM on their record to free up the IMEI slot on my phone.
Sky have failed to create the eSIM record properly and messed up my device. Please can someone advice what my rights are on this matter as I can't use my phone now. I did not purchase the phone from Sky. 

[uv]

Unfortunately Sky employee who reached out on this Forum has not been able to help with this issue. 

[uv]

This only gets worse, Sky closed my complaint without resolving the issue.