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I ordered an eSIM plan on December 20th, and the eSIM activation letter still hasn't arrived. I've received three emails regarding my order:

  1. On December 20th, an email containing the contract details but no eSIM number or phone number.
  2. On December 20th, a second email stating that the order was received; that a letter containing the activation information would arrive within 6 days of confirmation of the order's validity; and that I would receive an additional email detailing how to proceed.

  3.  On December 27th, I received a third email stating that the eSIM is ready for activation using the information from the activation letter. As of writing this post, I have not received that letter. At the very bottom of the email is a note saying that I can check my order status, but that requires logging into a SIM-linked account, which I cannot set up because I don't have the eSIM information.

 

Is this a typical delay or has the letter been lost along the way?

Hello @MBCan5, 

welcome to our community :)

Have you already checked your spam folder to see if the mail accidentally ended up there? Or did you order the activation code by post?

Best regards
Cora

Hi Cora,

 

I believe it was sent by post. I have checked my spam folder and there is no email.

 

Best regards,

Matthew

Hello @MBCan5, 

it can sometimes take a few days by post, especially due to the holidays. But if the letter still hasn't arrived since 20.12.23, that's strange. 

Has there been a change of your address in the meantime?

Best regards 
Cora

Hi Cora,

 

I’ve given it extra time and the letter still hasn’t arrived. My address is the same. Is it possible to send the activation information over email?

 

Best regards,

Matthew

Hey @MBCan5,

thanks for your response!
That shouldn't happen, of course. I assume the letter hasn't arrived yet? Do you have the possibility to start the process again? 

Greetings,
Flo

Hi Flo,

The letter still has not arrived. I received my billing notification for the month of January, so I’d rather not have to pay the activation fee again. Is there any way to re-send the letter?

 

Best regards,

Matthew

Hey @MBCan5,

I will look into this 🙂 Could you please send your number and your four-digit personal customer code to @o2_Support via pm. Please let us know again when your message is out!

Greetings,
Flo

Hey @MBCan5,

Have you already been able to solve your problem or can we still help you? 

Greetings,
Flo

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