eSIM does not work

[TomEEE]

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.

[63johnw]

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. 

[Fiona701]

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

[Chloe-W22]

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,

[Customer5]

@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. 

[Mikes]

iOS 17.3.1 (21D61)

[Lisa-P1987]

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

[Fiona701]

17.3.1 the most up to date

[Morphs723]

Hi, it is version 17.3.1

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

[Mikes]

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 

[Fiona701]

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.

[AdamP2]

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. 

[Customer5]

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

[AdamP2]

@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. 

[2metreToblerone]

😄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.