Samsung Galaxy S24 and eSIM

[JBR89]

Received a Galaxy S24 today, everytime when trying to install the eSim it's giving a download interrupted errorat 33% compelete.

Anyone else seeing this error, I'm guessing Sky don't support eSim on the S24, eSim installation is working fine on my S23.

Moderator note: subject of thread updated to better reflect the conversation

[63johnw]

Hi @JBR89  not yet showing on sky compatible device list so you may have to wait a little while. 

https://www.sky.com/help/articles/esim-sky-mobile-compatible-devices

[JBR89]

It's quite poor from Sky not supporting new devices ahead of when they come out. I've got to wait to use my new phone so they can send me a physical sim I shouldn't even need.

[ACM89]

Hi

I had exaclty the same issue, also at 33% complete.

Sky were unable to help other than keep sending new esims. Spoke to Samsung and their only solution was to factory reset and when that didnt work offer me a new device in 7-10 working days.

Most annoyingly Sky deactivated my old SIM when providing the esim so i now have no service.

[JBR89]

Sky say it's eSim compatible on the S24 device page  herehttps://www.sky.com/help/devicesupport/device/Samsung/GalaxyS24/specifications/#l=skycustnew&lHsim=s... 

[Galaxys21]

Hi

I have exaclty the same issue, also at 33% complete on the new S24, I tries x5 times with exactly the same result.

Rang Sky yesterday on someone elses phone, advisor was not able to help other than saying someone would email me within the next 4hrs, (called at 2pm), surprise no email came !  

Most annoyingly Sky deactivated my old SIM when providing the esim so i now have no service, but obviously I`m still paying for it !!

Now I have a new device and my old S21 and NO SERVICE !!!

I now can`t even ring them to try and get a new sim, so annoyed.

Isn`t there an advisor out there to help ???

[ACM89]

Hi @Galaxys21 

I'm in the same position, i have had to go on to my Sky account and request a new sim card which will take 2 days to arrive.

Sky don't seem to have a solution and neither do Samsung.

Samsung are offering me a new phone in 7-10 days, but i dont believe it is a faulty phone.

Are you able to keep trying new esims? I had to call Sky every time to get one as i can't receive the security text to verify

[Dubfather]

I'm still waiting for my S24 to be delivered, I wonder if anyone has tried to transfer the eSIM from the old device to the new one in Settings - Connection - SIM manager - Add eSIM - Transfer SIM from another device

[JBR89]

I tried this and could not get the process to work at all.

[63johnw]

Until sky can get this sorted I would be using a physical sim for now @Dubfather   

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for bringing this to our attention.

As @63johnw has mentioned, this device isn't currently supported for eSIM. The device itself is compatible, and you should expect to see that in the specs for the device, however the network doesn't support it at the moment.

[JBR89]

Thanks for the reply. @KevNewMedia it's a really poor journey upgrading from an older Samsung device that is using a Sky eSim to a new devices that doesn't. 

Over 48 hours after reporting the issue a physical SIM still hasn't arrived so I cannot use my new phone. Seriously considering leaving Sky mobile.

[ACM89]

You may want to ensure that Sky employees are all aware of that. Everyone i have spoken to has told me it should be compatible.

I have also been waiting 2 days for a physical sim and bot received one. Mobile retentions team have today ordered another.

[H3rrflik]

4 whole days we've been trying to sort this, been passed from pillar to post by numerous incompetent departments fobbing us off until the 8pm clock-off time only to discover these experiences by other users.  I have to say Skymobile have achieved the holy grail of **bleep**ness in esim support. I just want to access the number I transferred so I can request a PAC code to transfer again to some company with even a minor degree of knowledge. If anybody can help please do...

[ACM89]

You will need to request a physical sim im afraid. You can do that online through MySky but will take another 2 days to reach you.