eSim Replacement For a New Phone

[awp34]

Hello,

I have recently purchased a new iPhone 15 Pro and need a new /replacement eSIM as I cannot transfer the eSIM from my old phone to the new one.

I have now spent nearly two days requesting a new eSIM / replacement eSIM from Sky. Spoken to different customer services representatives from Sky, and everyone I spoke to said they have sent it out and I should receive it within the hour maximum of 4 hours!!. Still no eSim. Shocking.

On a couple of occasions, I was put on hold and then disconnected from the call with no call back or even an apology.

With the exception of one woman who tried to resolve the issue for me and rang me back as a follow-up. She did her best. Unfortunately, she had to finish work at 2.00 pm.

I was passed onto a supposed technical team, and was told the line manager had issued a replacement eSIM which I should get within the hour!! Five or six times I was told the same thing. Still nothing at all from Sky. Now I am back to square one. I’m still without a replacement eSIM.

I have been with Sky for 6 years, and they have been excellent up until now.

What an appalling and shocking customer service from Sky. I even recommended Sky to my friends and family, but now I regret it.

Is anyone experiencing such appalling customer service? Does anyone have an idea on how I can move forward with this issue? 

All I want is for Sky to issue me a replacement eSim with my existing number, for my new iPhone. 

How difficult is it to issue an email with an eSIM code replacement? Surely it’s not difficult.

A replacement eSIM…

[Greenfingers001]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[TheTurners77]

Please can someone help me with the same thing? I don't have a clue what I need to do to move my phone number from iphone 12pro to iphone 16pro - but some message about esim came up!! And now I can't even find a phone number to call for Sky to help me and the virtual assistant doesn't understand my question.

[63johnw]

Hi @TheTurners77  if you have a physical sim then just put that in your new phone. 

[awp34]

It is now 2 weeks, still no eSIM or SIM card!!

In my previous post regarding eSIM Replacement For a New Phone, the simple request is yet to be fulfilled. This has been ongoing since the 03/01/2025 when I first raised the request. It is now 2 weeks since I first requested an eSIM replacement for my new phone. I’m still without an eSIM or a physical SIM card.

I have made numerous phone calls to Sky customer services department, everyone I spoke to assured me that my eSIM request has been made, and I should receive an email confirmation within 30 minutes, on some occasions I was told it could take up to 4 hours!! 

On lots of occasions after being on the phone to a customer service rep for 15 minutes or more, they cut me off and never called me back. (Shocking!!)

Up until this moment, as I’m writing, I am yet to receive an eSIM or a physical SIM card in the post. 

It appears to me that Sky customer services has deteriorated. From my previous experience with Sky customer services, they have always been very efficient in resolving issues, so where did it all go wrong? Has there been a change in management? I wonder…

I have been with Sky for 6 years as a loyal customer, is my loyalty to Sky worth it? Obviously not!!

Sky, how difficult is it to send out a SIM card, using Tracked delivery service by Royal Mail to a customer?

My next step is to write a strong email to Sky head office, complaining about my encounter with their customer services department.

Is anyone encountering similar issues with Sky? Physical SIM card or eSIM delivery/ confirmation email not received?