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Discussion topic: Not able to receive security code when converting sim to esim

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This message was authored by PaulDen63 This message was authored by: PaulDen63

Re: Not able to receive security code when converting sim to esim

So, after what appears to be an overnight system update (25/26 July), the original fault has cleared and security verification codes can be requested. However, no SMS text messages with a code are received by the user. So there is still a problem. And still no recognition of issues on their app or website. 

This message was authored by Mirza786 This message was authored by: Mirza786

Re: Not able to receive security code when converting sim to esim

For me it is still giving sending failed error message. 

This message was authored by PaulDen63 This message was authored by: PaulDen63

Re: Not able to receive security code when converting sim to esim

You're right. Just tried again and "Sending Failed" has come back. 😭

This message was authored by Mirza786 This message was authored by: Mirza786

Re: Not able to receive security code when converting sim to esim

Spoke to someone on call he said it may take 7 days as this is a technical issues on their end. Meanwhile if this is very important then you can issue a new sim and use it temporarily. 

This message was authored by StevenArrow This message was authored by: StevenArrow

Re: Not able to receive security code when converting sim to esim

Hi all

 

The issue I was having has been fixed and I converted my sim this morning successfully.

This message was authored by Cammit This message was authored by: Cammit

Re: Not able to receive security code when converting sim to esim

I know this is an older post but has anyone actually had this fixed?

I upgraded from my iphone 14+ to the iphone 15 pro max, set the phone up no problem swapped everything over but the Esim keep saying "transfer not supported", i called Sky and spoke with multiple diffrent people who can not explain why the transfer cannot be done but why i cannot recieve the security code either. The "technicians" do not understand that i cannot recieve the codes. 

This has been going on since Thursday and its really making me question if i want to stay a Sky customer, it reminds me of Talk Talk and Three customer services way back in the early 2000's.

I even thought if i buy a sim card and put some credit on it that the code could be sent to that then the transfer the the QR onto the new phone, apparently they cannot do that. I suggested as i can recieve Emails from Sky that they email the security code to me before they send the QR code but again apparently they can do it but do not want to do it (even though the email is the one on file for my account).

The ultimate insult came from a "technician" yesterday who told me "he could not help me any further" i asked if he could not help me who could? he had no answer. I then said i have a brand new phone that i cannot use as a phone but still have to pay for it, his reply "it is not like i'm taking money out your pocket". 

I cannot believe that no-one in Sky could help me, and the best suggestion is a physical sim which will take about 3-4 days to get to me. 

I could walk into the sky store in Glasgow and walk out with a brand new phone and convert it to Esim no problem but Esim to Esim seems to be a problem. 

Anyone any idea of how i move forward from this mess?

Thanks

This message was authored by PaulDen63 This message was authored by: PaulDen63

Re: Not able to receive security code when converting sim to esim

Hi, my issues were slightly different in that the eSIM was working still in my old phone so, in theory, I was able to receive SMS messages. But through various My Sky app issues I wasn't either getting the QR code or receiving the confirmation text to activate the QR code. I came to realise that the Sky system only allowed about five attempts before locking  me out for a full seven days. But after about four weeks of trying it eventually worked.

Important to note: eSIM needs to be active in your old phone to receive the confirmation text. After that, you can get the new QR code - save a pic of it (on another device). Activate it on your new phone with the PIN received by email. That's it. But if you make 5 swap requests consecutively (because part of the process has gone wrong) you will be locked out for 7 days. No one tells you the last bit!

 

 

This message was authored by Damokins82 This message was authored by: Damokins82

Re: Not able to receive security code when converting sim to esim

Ok so I've just done a physical to eSIM swap on my sky mobile iPhone. When I sent the code you have to input, for some strange reason it sent it to my data sim in my tablet not the actual number I selected with sky mobile. Very strange 

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