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Hi everyone,

I need an urgent help regarding my new eSIM card for a new device. I’m currently stuck and cannot receive calls, SMS, nor internet connection. 
 

Context:
I’m was using eSIM on my old/actual device (device A)

Today I received a new device (device 😎 and tried to install the new/replacement eSIM on it. I order it and activated it. Instantly the eSIM from older device (device A) is deactivated and I’m stuck. I cannot receive SMS the website shows errors all around the profile page and not quite sure how should I proceed further. I am not able to move forward at all.


The only option that website shows is to go to a “shop” or “receive a letter in 3-5 days to activate the eSIM” and those are not good options for me at all since I cannot to use my phone (receive calls, SMS, etc)  

Is there any solution or any support on this topic here ?

Thanks a lot  

Edit o2_Antje: Moved from Sim-Karte to English Community / 11.10.2023 

Anyone here that can help on this topic?

Hi @Your_e,

I'm very sorry that the actiavtion is so difficult. I had a look at the system and saw, that you already had contact. Did it work now with the eSIM? 🙂

Kind regards, Ines.

Hi Ines,

I contacted the customer support and seems like there is no quick solution for that. I will have no access to my mobile phone for several days until my new SIM will arrive by post in 3-5 days. Really bad solution in case you urgently need access to mobile carrier.

Please let me know if there is other solution that can fix the problem faster.
Thanks

Hi @Your_e,

I'm very sorry that the actiavtion is so difficult. I had a look at the system and saw, that you already had contact. Did it work now with the eSIM? 🙂

Kind regards, Ines.

 

Hi Ines,

I contacted the customer support and seems like there is no quick solution for that. I will have no access to my mobile phone for several days until my new SIM will arrive by post in 3-5 days. Really bad solution in case you urgently need access to mobile carrier.

Please let me know if there is other solution that can fix the problem faster.
Thanks

Hey @Your_e,

Has your SIM card arrived yet? It is also possible to get a new SIM card in an o2 store. Does everything work in the meantime? 

Greetings,
Flo

The issue was solved by using the new physical SIM card. After activating the the SIM card you can move forward with an eSIM if you desire.

Unfortunately if you are stuck in similar situation while there is no O2 store around you, or you cannot get the new SIM card right away, you are in trouble.
You cannot get out of it and it is not possible to solve it online or somehow digitally. Probably because of the security or other reasons, but definitely something to think about it in the future and perhaps to improve this experience.

Thanks again

Hey @Your_e,

Thanks for your feedback and very accurate summary. Yes, you are right. We always try to forward such ideas to the right address. Thanks for your patience! 

Greetings,
Flo

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