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I managed to call 150 from a different phone and speak to someone. After trying all the options I had already tried Sky are going to send a new e-sim. I will update if this works tomorrow but I still think it must be unusual to have two sims not work on the same day.
It looks like there are a few people with a similar issue today. If I don't get anywhere with the new sim tomorrow (as they have asked me to wait 24 hours to install) I will call again and mention others are having the same issue.
