Esim issues - Absolutely abysmal customer service!!

[JEFF1102]

I am expecting a call later from the technical team so hope they can sort it out.  I can still use my current phone luckily. 

[Foxy19]

please can someone from sky talk to me this AI is no help at all its driving me up the wall 

[caesarome]

@Foxy19 

Im afraid we are customers here so what issues are you having doing this via this help guide:

https://www.sky.com/productsettings/mobile/activate-sim

[BladeRiderNI]

@JEFF1102 @neil1979 Two different advisors have told me its a known issue and they have engineers working on a fix.

Could be up to 6 days until its resolved.

[MarcusMarlow]

Can someone please help me to activate the SIM? I've gone from an iPhone 14 to an iPhone 17 air and the customer service is absolute useless. It's asking me for a verification code to be sent by text message but none of the phones are working anymore so can't get any text messages 

[Chrischuu9]

My e sim won't activate it just keeps stating that it cannot activate I called sky once and they sent a new sim and everything else it's still not working help?? On my apple settings it keeps saying activating 

[JEFF1102]

No call from the technical team so phoned again tonight. Advisor not aware of technical issue. Tried going through same procedure but I said have tried all this before to no avail. She said because multiple esims have been ordered which is what the previous four advisors did I need to wait 24 to 48 hours to try again. I am assured it will work then. Somehow I doubt it.

[BladeRiderNI]

@JEFF1102 I had to resort to ordering a physical SIM which could take 5 days to come.

In the meantime, I'm paying for a phone I cannot use and which is the only way of getting in contact with me.

Don't dare be critical of Sky on this forum though...

[BladeRiderNI]

@Chrischuu9 I have had this issue for two days and they cannot tell me what the issue is or when, if ever, it will be resolved.

I have had to order a physical SIM which could take five days to arrive.

[Chrischuu9]

Great... glad it's not just me I did look on I phone air it doesn't have a place for a normal SIM card unfortunately so I will call them again tomorrow 

[JEFF1102]

@BladeRiderNI The trouble is I have iPhone Air which is eSIM only.  I'm really tempted to start again and reset the new phone. 

I seem to have two eSIM accounts. Under mobile service/ mobile data it says primary and underneath travel. I have absolutely no idea what this means. 

[Pudguy]

Same here- I had a physical sim, and I wish I hadn't bothered transferring to eSIM, stuck on activating. Appalling service- been onto 3 customer reps today, only to get this mentioned after wasting far too much time!

[JEFF1102]

This is not good. If i had activated yesterday i would have been sending the old phone back today to complete the swap. Until i can being charged for two phones! 

[David-R-]

Also here becUse i have a failed transfer of esim between 15 pro max and 17 pro max. I was on ios26 on my 15 pm and esim was fine, so i dont think this is an apple issue. 

this is incredibly frustrating, have tried 3 replacement esims today and spent about 3 hours chatting and talking to the mobile team. Their ineffectiveness is annoying, including the crazy suggestion of shipping me a sim so i can activate and re-do the process of getting an esim. It is exacerbated by the stupidity of making your sky id's sole MFA option your mobile number. The one that went into the ether during the failed transfer 😭😭

i had to spell that out to two techs on the mobile team before that penny dropped

pretty unimpressed with the whole thing and wish id left it as a physical sim tbh. 

[SarahBrows]

Oh no, im having this same issue - have just tried setting up a new iphone 17 and opted to swap to the esim and transfer my number - only the process just keeps asking me to contact my provider. Now both my old phone and new phone are inactive with no network, and from what I read here there's very little hope of me getting this sorted even if I DO manage to get in contact with an advisor tomorrow. 

Ofcom rules say providers must ensure “seamless switching and reasonable service continuity.” Leaving me with no working line breaches this. I am absolutely ditching sky mobile after this experience.