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Discussion topic: eSIM does not work

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This message was authored by TomEEE This message was authored by: TomEEE

Re: eSIM does not work

I converted my physical sim last night. Clicked on the 'install' button in the Sky app and got a blank page where I was expecting a QR code. Physical SIM stopped working almost instantly, no signal now. No matter what I do I can't get a QR code. Have tried on another phone on the same plan and my laptop and still can't generate the QR code.

This message was authored by 63johnw This message was authored by: 63johnw

Re: eSIM does not work

Posted by a Superuser, not a Sky employee. Find out more

Hi @TomEEE  to get you some help I have escalated your post to sky so look out for a coloured speech bubble on here inviting you to a private chat. 

———————————————————————————————

I AM NOT A SKY EMPLOYEE

All Opinions Are My Own

I Wont Respond To Direct Messages So Ask Any Questions Here
This message was authored by Fiona701 This message was authored by: Fiona701

Re: eSIM does not work

This is exactly what happened to us. So frustrating!!!!!

This message was authored by Chloe-W22 This message was authored by: Chloe-W22

Re: eSIM does not work

Posted by a Sky employee

Morning all,

 

To investigate further can you please tell me what iOS Software version your device is running? You can find this by going to Settings > > General > About > iOS Version.

 

@Morphs723 @Gary1167 @The+Hodgsons @Customer5 @JulyAlex

 

Thanks,

Chloe-W22

Community Manager

 

Have a story you want to share with us? Send your Thanks to Sky here

This message was authored by Customer5 This message was authored by: Customer5

Re: eSIM does not work

@Chloe-W22 hi

 

I have 17.3.1 on my iPhone. 

I have gone back to using a physical sim which seems to work much better. 

This message was authored by Mikes This message was authored by: Mikes

Re: eSIM does not work

iOS 17.3.1 (21D61)

This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: eSIM does not work

Posted by a Sky employee

Thanks for escalating, as this is already being investigated by the community moderators, we will allow them to continue with this. 

Thanks

Lisa - Sky Tech Team Expert
This message was authored by Fiona701 This message was authored by: Fiona701

Re: eSIM does not work

17.3.1 the most up to date

This message was authored by Morphs723 This message was authored by: Morphs723

Re: eSIM does not work

Hi, it is version 17.3.1

 

installed a physical SIM card on Sunday and all now seems well

This message was authored by Mikes This message was authored by: Mikes

Re: eSIM does not work

Hi @Chloe-W22 

 

Is there any update to this please?

 

Switched to sky 5 days ago and haven't had a reliable single on a brand new iPhone 15 pro with an eSIM since.

 

To add insult to injury, I cannot even call to discuss with such erratic service.

 

Little disappointed.

 

Many thanks 

This message was authored by Fiona701 This message was authored by: Fiona701

Re: eSIM does not work

We had to call via another family member phone, got nowhere apart from sent round the houses of teams who didn't understand situation or how to fix. Not sure why this not being escalated. 9 days on and no option to get a physical sim. Only option is to move network. No live chat on website. Shocking customer care.

This message was authored by AdamP2 This message was authored by: AdamP2

Re: eSIM does not work

I have finally got through to someone in Sky's technical department having been fobbed off with fixes that I had already tried numerous times or just being cut off mid call. It has been a absolute nightmare trying to get this resolved.

 

I have to say the last person I spoke to when I finally got transferred to the technical department was very helpful. He informed me that there is sometimes a compatibility issue with the Apple handsets and the eSIM which has manifested itself through the latest apple software updates and at the moment there is not a fix.  Given all the issues we have all been having this sounds like a very likely explanation. 

 

He suggested that he reorder me a physical Sim which should be with me within 48hrs. Once activated and installed this will rectify the problem. He advised against using an eSIM until a bug fix is deployed in a future update.

 

Given the fact I have bought a new phone which hasn't worked since it arrived 5 days ago I doubt I will be risking an eSIM again. if this is a known issue why are you not advising against a transfer of a physical sim to an eSIM on new purchases until it is rectified? I am really disappointed that it has taken this long to get something approaching a plausible answer and solution. It could have so easily been avoided for all of us. 

 

Sky you really need to do better!

 

I will let you know if this works. 

 

This message was authored by Customer5 This message was authored by: Customer5

Re: eSIM does not work

Hi @Adar 

 

i went straight back to the physical sim as I bought my new iPhone last week. 

I couldn't afford to wait for them to find out what the issue was so I requested a new sim straight away. 

the physical sim has worked perfectly for me the last few days

This message was authored by AdamP2 This message was authored by: AdamP2

Re: eSIM does not work

@Customer5  Wish I had gone back to the physical sim straight away as well. I thought it would be an easy fix so left it and then disappeared down a massive sky customer service worm hole. 

This message was authored by 2metreToblerone This message was authored by: 2metreToblerone

Re: eSIM does not work

😄Sky really do talk nonsense. This isn't an issue with iPhones alone, this affects Samsungs and Google Pixels too, exactly the same symptoms as on the iPhone, it nearly bricked one of the Samsungs we tried it on.

 

We have ZERO problems with eSims on Vodafone, O2, Giffgaff and Three on those self same phones.

 

This is a SKY issue, not an iPhone issue, SKY need to work out what the problem is and deal with it.

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