Unable to activate eSim

[pups52]

I am moving from Vodafone to sky  and ordered two esims one for my Iphone 16 pro max and one for my wife's Iphone 16 pro max both phones already have a sim and an Esim. My wife's phone activated and her PAC code worked and moved across and is working perfectly. My phone like every one on the post fails to activate , i spent 6 hours on various calls with completely inept customer service people who also issued another esim , this also failed, I was escalated to a  so called tech expert who said it would be fixed in 48 hours and he would call back to check. 48 hours past and no call and no fix TERRIBLE CUSTOMER SERVICE ...

I then spent another hour tonight on the phone to another support person who said he would issue a replacement e sim but needed the id of my sky q box to pass security which is incredulous after he said you cant order a replacement esim online as you keep going into a security loop. Of course i am no where near my sky box and wont be for a month and why should that be tied to my mobile ac which has passed security!!!! After an hour he tried to get through to senior tech support to see if he could find a way passed security at which point he couldn't get through and i am no further in getting my sim activated . I am a SKY VIP platinum member of som 26 years and i have never experienced such bad customer service SKY  should be ashamed of themselves. The are an MVNO for O2 so the problem is clearly their end and only effect certain phones as is proven by my wife's successful activation.

[Hardstyler]

I'm regretting it now was with Vodafone for 15 plus years should have stayed. Sky needs to sort it out assp 

[Hardstyler]

I'm the same as you I've gone from Vodafone to sky and can't activate my eSIM the new iPhone air. I can't receive security txt cause have no service sky is a joke!!! 

[Wiz+Leon]

After having a new iphone 17 pro max. ive been unable to activate my esim.  This is 3 days now without phone service.  Ive spoken to 3 sky reps,. the last ne said this is an issue with sky and it will be sorted yesteray.  Today, still the problem exists.  Is anyone else having this issue or know a way to resolve it?

[Wiz+Leon]

Anyone kjnow of a timescale for this to be resolved?

I'm the same as many here with a new iphone 17 pro max and cant activate esim.  Used for both work and personal and i'm also a carer for 3 people and I MUST HAVE CELL SERVICE in case of emergency.   Sky - you need to resolve this now..

[caesarome]

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@Wiz+Leon wrote:

Today, still the problem exists.  Is anyone else having this issue or know a way to resolve it?

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@Wiz+Leon 

I have moved your post to the current topic on this issue so you can see Sky are aware of this. It will be up to them to fix it.

[David-R-]

@Samraj whats the latest please? Have you got anything to share in terms of timescale?

[Wiz+Leon]

THIS ISSUE SOULD NOW BE RESOLVED.

It turns out that Sky had a batch of faulty eSIMS.  I reqeusted a new sim from the mysky app, and started the proces again with a brand new esim and it worked.  Hope this helps everyone out

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for your patience whist we worked through this problem.

Our support teams have confirmed the that issue is now resolved. You will now be able to go to this link, sign in and replace your eSIM. We're sorry for any inconvenience this has caused.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[David-R-]

Hi, Thanks for the update. Does that mean an existing replacement esim, pending activation (created yesterday c. 12pm) should activate, or should i request a new replacement, dated today?

[David-R-]

replying to my own message but confirming what @Wiz+Leon and @KevNewMedia have intimated - replacing my esim with a new version has allowed it to activate instantly on my new phone. 

Thanks for working through this Sky but i hope you'll consider the significant flaw of sole dependency on that phone number for MFA. Thats a real nightmare in the case of an esim and easily remedied with third party apps like Microsoft authenticator.

[Beverley18]

My old iPhone has transferred my sim across to my new iPhone and is now not usable. However I cannot see it on my new iPhone and if I try to install it I get errors or it texts (!) me a code that I cannot see. I am stuck in the USA without a phone - help!

[63johnw]

Hi @Beverley18  use the social media links at the bottom of this page to try and contact sky for help. 

[caesarome]

@Beverley18 

I have moved your post to an exsisting topic on this issue so if you go back up the page so you can see a post from Sky on what to do.

[BhavG]

Hello, glad it's sorted but when I follow the link and sign in- I see no option to get a replacement esim, just the old non working esim.

Any help would be appreciated