e-sim calls dropping

[Deborart]

I have an apple 17 (air) which only takes an e-sim, as all new phones will start to do.

Since rejoining Sky mobile, I took out an e-sim package.  For the 8 days I have had it, not one single call has remained open, every single call drops.

I had 4 days of no signal at all, spent hours trying to speak to sky online, which is pointless and frustrating.  Calling left me anxious and angry as it is a constant round of passing security, which has to be repeated, again and again as the calls drop.  

Despite begging for help, I have not been able to make a single call without dropping.  

Constantly passed to 'mobile technical help', they are not technical, nor helpful, put on hold, passed from pillar to post, until one cust service agent told me that: 

Sky e-sims are not good.  We have had many calls complaining.  You need to go and buy a new phone'  or being offered a physical sim despite them being told my phone does not take them.

Called again today, many times, asking to speak to manager/retentions/to leave Sky, finally after about 10 dropped calls cust service told me:

The e-sim has a 5g add on.  I do not know what this means, but she said she would remove it.  She said that this often affects calls if 5g is not fully working in your area.

Too early too say if calls are dropping still, as just restarted phone and not made any calls yet.  But maybe ths is the issue.

Either way, Sky customer services is THE worst I have come accross in the last 25+ years I have been a customer.  They have taken away any right to speak to someone in authority, don't care how bad their 'help' is, their ttechnical help do not call back, they also cannot fix problems.

It has been a stressful and anxiety inducing 10 days, which I am paying them for.  I will be leaving them as the contracts run out

[63johnw]

Hi @Deborart  see the link below which talks about the 5G add on. Specifically the bit about removing it. I think it's a red herring and won't make any difference to the calls dropping issue you are having. Has anyone suggested deleting then reinstalling your esim ? 

https://www.sky.com/help/articles/sky-mobile-5g

[Deborart]

Hi, 

thanks for taking the time to reply.

So far in 8 days, i started a new contract for the esim.  That was monday week ago.  I went 48 hours waiting for it to swap the number with the pac given to them.  Nothing.

Then received many, many emails welcoming me to a number that is not mine.  So no signal at all for several days.  

Then despite dozens of (failed, dropped) calls to them, sent on an eternal roundabout of no help whatsoever, and constant welcomes and congratulations for being with Sky so long, until the call dropped.

Last friday, they made me install a new e-sim, with the help of Cust services.  That sim is as bad as the prevous one.  They kept telling me it was linked to my number and it was not. 

Found out in phone settings that you can remove a number you do not use or need.  Did this, without any help from Sky, it worked for 3 hours, then cut all signal.  Provider on phone was sky, then it dropped out and was not sky.  Then it was sky.

You cannot speak to retentions, managers, or anyone with knowledge of this other than Customer agents who tell you they know the esims don't work and to buy a new phone,. Constantly put through to 'technical help' who are of no help whatsoever and leave you on hold for ages (until the call drops again) whilst they supposedly 'speak to their manager'.  For what reason I do not know, they possibly just have a natter with a colleague or go for a cuppa.  When they do come back , if not cut off by this point, there is no mention of what the 'manager' conversation did to help.

Today after approx 8 dropped calls, the agent told me she had removed 5g add on.  She said in some cases that is the blip. Promised to call me back in half an hour, and as up to Sky spectacular standards, didn't.  So I can't see if it works until i make a call.

I am pulling my hair out.  Carer for 3 vulnerable people, tied to a 24 mth contract that does not allow any reliable communication other than whatsapp.

[63johnw]

Sorry @Deborart  but just for information you have a 31 day cooling off period so if you are still in that window you can leave penalty free. The device and sim plan are separate so you can change sim to another provider and keep paying for the phone with sky if you wanted to. Also the sim plan has a 12 month minimum term not 24 months. Hope this helps a bit.