eSIM does not work

[LizBar]

I'll give that another go and see what happens 🙂 Tried it last night, but I'll give anything a go now....within reason...to get my phone working... 🙂

[CarolineMcI]

I know. It's so frustrating! Give it a go - I reinstalled on Thursday evening, and by Friday afternoon I had full 5G or 4G and it hasn't dropped since. Keeping my fingers crossed that the issues are fixed as I have no other option other than to buy a new phone. 

[Daniel-F · Accepted solution]

Hi all,

Thanks for continuing to comment about what has been happening with your phone signal issues.

We employed a change recently and are keen to hear any feedback from customers.

If you are still using an eSIM and had experienced signalling issues, can you confirm if this is now resolved?

Thanks,

[CarolineMcI]

Yes - resolved for me. Thank you!!

[ilmigliorfabbro]

My eSim out of action for 4 days now.   Very frustrating.  How do I get a normal sim card?  Rodney White

[Andy3112]

This happened to me so when you go into eSIM settings there is two accounts I named mine primary and secondary. I disabled the primary and everything run through secondary. This resolved problem, I then flipped the names so the one that works is now called primary and the disabled is called secondary. Why this set up this way is puzzling but resolves the problem. 

[Jmm1328]

Migrated my physical sim to eSIM for new phone. Now have no signal all day & can't call sky to get this resolved. I'm missing work calls & important personal calls & am due to travel in 2 days.  This is appalling & very stressful. Ordered a physical sim & praying it arrives in time. Meanwhile I'm missing out in critical communications & sky chat is of new use. Thinking of cancelling my contract & going elsewhere 

[Andy3112]

@Jmm1328 have you tried changing your settings? If your using an iPhone what I mentioned above works. I had two signal bars when I first did it one with no signal and one without. I disabled the one without. 

[Jmm1328]

Thanks but I can't activate the eSIM.  Been on chat with sky for nearly an hour & they couldn't sort it either. 

[T+B]

Me too after 4 wells of them faffing around ive got a replacement phone as i had no network at all and now bsvk on physical sim.  

[Dmet]

I am on day 4 of trying to get an Esim,  timelines and details below.   Hopefully SKY changes their activation process' or come next year when things fully move to Esim (like most places in teh world) it will be a disaster for customers.

a) Sunday - new phone back in UK (Iphone 15 Pro - does not support physical sim card, its Esim only),  made an appt to go into store to sort it on Monday am as I didnt have number to use

b)  Store was useless, didnt even know about Esims - called and they told me I needed to buy a 'burner' phone so I could use my physical sim to get the code to active the Esim 
***Noted should not be offering Esim's until you can activate via email.  needing people to have 2 phones to activate is not a service. 

b) phoned up Monday when I got my hands on a phone,  went through all the acitvation, and then told to wait 24 hours 

c) Weds - waited 30 hours - no email.  Called back up and spoke to gentlemen saying that I was still noted as being on a physical SIM.  I re-explained the situation,  he send more codes to the 'burner phone' 

d) Weds afternoon - no email recieved after a few hours.  Call back - call cut off the man couldnt hear me.  becasue I have issues with the physical sim card and dont get consistant service. 

e)  + 2hours, no email,  Called back - Spoke to a further support. She ran me thourgh (now 3rd time) to install esim but there is nowhere to 'installl the Esim'.  The link page redirects me back to the 'Manage SIM' page giving me below,  we clicked again on 'convert to Esim' and this failed (wouldnt send code to phone)
        Replace my Sim,  Convert to Esim,  Activate replacement SIM card

->> She put me on hold and then someone else picked up completely new so basically she just dropped off and transferred to me out 

f) the new gentlemen didnt know any details and took me through his support system option.  He had to note this all on the acocunt and them raise a ticket to their support team to manually install the Esim.   They should get back to me in 4 hours.  

...at this point I am looking into changing providers (mobile, internet and tv)  as I just cannot be bothered any longer.  

[CarolineMcI]

I had this same problem - it is now resolved. I deleted the eSIM. Restarted the phone and then added it again. After 24 hours I had a stable connection and no issues since. Good luck. 

[Dmet]

unfortunately not simliar as I cant even get as far as to install the Esim.      I am not recieving any email code with the install instructions.  When clicking on the support page to 'install Esim' it redirects to my  'manage sim' account page,  there is no options for Esim.   My account it still a physical SIM.  We have now tried *4th time) to 'convert to an Esim' and it jsut says 'Sending Failed'  this round. 

I am now waiting for them to call me back in next four hours.  

[Dmet]

could they not fix the issue then?  did you get to istall the esim at all?  I am still waiting on teh email wtih activation to scan the QR - after four hours over four days they still cant figure it out... until i get that I cant even install it onto my phone. 
the new iphones as well done have sim cards so Esim my only option,  using a 'burner' phone to have a line while they sort this out...

[Dmet]

in latet update - last round never called me back after 4 hour so I called back in. 

g) I re-explained the situation again to new man,  he can see the ticket that was escalated.  He had me re-install the Sky mobile app on my iphone and open to 'Manage Sim' page,  this took significant time to load.  While this was loading he had me read him the serial number off my route - I am now nervous that they will mess something up with my Broadband which I require as I work from home in a very demanding position.    Not having internet would mean having to work elsewhere until resolved. 

He noted that he will send me a replacement Esim, and then we will convert it, send the activation code, and the install it.  I am jsut praying at this point that the signal doesnt cut out/he pushes me to someone else - this is now turnig into a blog. 

now we are troubleshooting why I cant get a regular sim card barcode to activate, and then use that to 'convert to esim' again...  however this is also not working, the barcode link simply takes me to a SKY website page with a spinning blue circle...

That has not worked either.. we are now 54 mins into the call.  He noted that he neds to call me back in one hour.   I will wait.