eSIM on new phone - not working

[RachaelLaura]

Hey Everyone,

I've got some real frustations with Sky at the moment. Having ordered a new phone 15 pro the eSim transfer DID NOT work. It says its needs activating by Sky or the transfer is not supported. I reported this to Sky early in the week - who of course cannot contact me as I'm unreachable.

So I took the day off work to be near the a phone (as they agreed to call) they did not to call. 

How do I get past this problem or is it easier to cancel the phone and plan and go elsewhere? Its very diffucilt not being able to log onto banking as it requires a text or as a Mum that my children cannot get in contact.

All help appreicated - I have two iphones 1 sky plan and not one that is working.

Have a great weekend !

[63johnw]

Hi @RachaelLaura  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. 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @RachaelLaura.

[RachaelLaura]

Hi All

This went round it circles - I was still in the cooling off period for the new handset, so cancelled the handset to be returned and ordered a physical SIM for now, until I go elsewhere. I still have no Sim or signal until the phsyical Sim arrives - hopefully this wont take long.

There seems to be something not right with the Sky ESIMS and the transfer of them - hopefully it gets sorted quickly for other customers, as you get stuck in this loop where you can't set up the Sim, recieve calls from Sky to fix it or get onto any banking apps or make calls.

To take time off work to try to get it sorted to hear nothing - is not ideal. I have rated Sky in the past but after 6 years its time to try new pastures.

Thank you for trying to escalate!

[MattShiel]

I am in exactly the same predicament. Have new iPhone 15 pro max replacing iPhone 14. The iPhone 14 has conventional sim. Followed instructions to activate eSIM. Handset says it is activated however when transferring to new device, it states that it is not supported. Now my sim physical or not (eSIM) doesn't work in either handset. I cannot contact sky in 150 as I have no service on either device. This is ridiculous