My daughter currently has an iPhone 13 Pro with a working Sky eSim on it. Just before Christmas I tried to setup her new iPhone 16, requested a new eSim from the Sky app but the authentication code never arrived - this was on the 20th Dec, no email, nothing in the spam/junk. We've been away for a week so i just left it (email still didn't arrive during the time we were away).
Having just come back i've tried again this morning, chose the reinstall eSim option and the QR code from 20th Dec is displayed but still no email with the authentication code. Called Sky up, jumped through about 3 depts after being put through the wrong ones, eventually spoke to a chap who hit send auth code from his end and it arrived, put the code in and was then met with unable to activate eSim message. Chap wanted us to reset the phone again, however we'd literally already done this 30 mins prior to calling them. He said to request another eSim and try again. So, we've requested another one, have another QR code to scan but yet again the authentication email hasn't arrived - waited 2 hours so far.
Why is this so difficult? The instructions say not to delete the eSim from the original device until the new device is setup, chap i spoke to seemed to suggest that you can't setup the eSim on the new device until the old one is deleted, hesistant to do that since thats not what the instructions say and it'll leave my daughter without any active device.
Help!
