Upgraded my phone and requested an eSIM and it’s been Sky hell ever since.

[JPFOne]

I'm sorry this is really long and I'm at my wits end with Sky. Any help is really appreciated. FYI I've been with Sky mobile about 6 years.

I upgraded to an iPhone 16 plus from an iPhone 15, there is about £100 owing on my old phone which Sky said would be added to my next monthly bill.( I upgraded early due to screen damage)
When I upgraded I requested my new phone to have an eSIM. New phone arrived, managed to install the eSIM but it gave me a new number. I want to keep the number I've had for years. I've since spoken to 8 different Sky advisors about this and been told everything from,

'you can't keep an old number with an eSIM,  just put your old physical sim into your new phone, I've deleted that eSIM and ordered you another, the only way you can get your number back is for me to send you a new physical sim.'

All of these have been tried and none work. My old physical sim no longer works it's almost like it's been deactivated, the new physical sim actually works and I can now text and call again but it hasn't given me my old number back it's still the new number. a new eSIM has been requested 3 times for me by various Sky advisors but never show in my account and I haven't received any emails about them. Every time I go into my account to check for the new eSIM it just says something like 'if you've ordered an eSIM it's not quite ready yet. I've had to change my 2 step verification to my daughters number too as I had no network signal for 5 days due to sims not working. Sky advisors have been very polite but all advice is conflicting and I've no idea why if they know what they're talking about. on my account when I track my order it shows 4 different esims none of which have actually arrived. 
I just want to have my old number back in a phone that works. Can anyone help please? 

[63johnw]

Hi @JPFOne  is your old number still showing in your account attached to a sim. 

Looks like when you ordered the new phone they incorrectly gave you a new number. It should just have been a case of using your old sim in the new phone or converting the old sim to an esim. 

If the old number is still showing in your account attached to a sim then you need that sent as a physical sim. Then either use that or convert it to an eSIM. Then cancel the other one with the new number. If it's not there then unfortunately it looks like it's lost. 

You may also want to submit a formal complaint. 

https://www.sky.com/help/articles/how-to-make-a-complaint

[JPFOne]

Hi and thanks for responding, yes my old number is still showing in my account against my old phone, presumably because I haven't paid it off yet. They did send me a new physical sim saying it was for my old number but when I put it into my new phone it's still my new number. 
Have also already made a complaint yesterday. 

[63johnw]

I would call again @JPFOne  and emphasise the number you want the physical sim for before it gets cancelled. 

[JPFOne]

you're probably right but I'm not sure K have the strength for a ninth call with Sky!

[63johnw]

Other customers have reported a good response from the instagram social media link at the bottom of this page @JPFOne  may be worth a try ?

[JPFOne]

Thanks just had a look and it just goes straight to the chat bot I've already used 

[caesarome]

The social links at the bottom of this page are working for me as the X one Thales you to the Sky help team.

[63johnw]

Have you opened the instagram one then clicked on the message icon to start a conversation @JPFOne  ?

[JPFOne]

hi yes it takes me to a chat bot message to log into my account 

[63johnw]

Hi @JPFOne  i just followed the route, logged in then went back to the chat, chose mobile issue then chose other and it was going to connect me to talk to someone. 

[JPFOne]

Hi I tried it again and managed to do that too this time. many thanks and fingers crossed