My Sim card does not work

Hello ​@anarlee,

that is very unfortunate, that the QR code did not work.

I can cancel the current change to an eSIM in the system and make a new order and have the QR code sent to you, would this be a way for you?

Best Regards,

Gerrit

​@o2_Gerrit if that works yes, please do it. Please make sure I do not get charged with anything extra because non of this is really my fault.

​@anarlee I have cancelled the old eSIM order and made a new one, for this eSIM profile I ordered the QR Code to be send to your address. There will be no fee for the change to the eSIM.

Regards,

Gerrit

Hello ​@anarlee,

did you receive the letter with the profile for your new eSIM?

Best Regards,

Gerrit

I got the QR code right after your last response even before the physical letter. But it still does not work. When I turn it on I get zero reception and a weird ‘Voice Mail’. What is wrong? I do not know… 

​@anarlee I see that the exchange eSIM, for which you have the QR code, has not been activated yet. Could you follow the steps in our youtube video about ordering and installing an eSIM from minute 2:40 onwards?

Regards,

Gerrit

The button does not work and I have indicated it before as well!

o2_Giulia, 19.03.2025, 17:02: personal data removed

I have forwarded a malfunction ticket to our technical support, ​@anarlee.

Have you tried to de- and then newly install the o2 App and then try the activation anew?

Best Regards,

Gerrit

​@anarlee As of now, the colleagues are still working on the malfunction ticket.

Best regards,

Gerrit

Hello ​@anarlee, I would like to have better news from the colleagues, the malfunction ticket is still work in progress.

Best Regards,

Gerrit

The malfunction ticket is still being worked upon, ​@anarlee.

Best Regards,

Gerrit

Hello ​@anarlee, 

I see your colleagues were able to fix the error and create a SIM swap, can use your phone number again?

Best Regards,

Gerrit