My Sim card does not work

remove the phone number again.
Do you see the SIM card number in the customer portal?

I see both of the numbers in the portal. The first one is the original sim card I use (which is also inserted right now)

The question was whether you see the SIM card number in the customer portal?

Okay I think I found it. It is different from what is written on the physical sim card

PIN, PUK, Sim Number they are all different

I ordered a replacement eSIM card which seemed to be free. I hope I do not get charged for this at some point

Well now I cannot activate the eSIM although because of the PIN. I tried the PIN on portal → wrong. Then somehow it changed. Tried again → wrong again. I have only one chance left. What do I do?

After a few minutes the correct PIN should appear. Here too, compare the SIM card number beforehand.

How can I compare the sim number anymore? I got assigned another new number when I ordered eSIM. PIN and PUK numbers did not work on my phone. How do I find the correct PUK number

The corresponding SIM card number is also under PIN and PUK.

it does not work. The PUK I have. It is wrong.

is it also the right contract?

Yes I only have one contract. I asked this AI chat bot it gave me the same PUK number I already tried

According to your screenshot you have 2 contracts. 🤔

Yes but I was looking at the correct number, contract. Now I deleted the eSIM in an attempt to re-install but I do not know how to do it. I can not order a new replacement eSIM either. Can an official O2 employee please help me. I lost so much time on it :////

What is this. half of the buttons in O2 platforms are broken! I cannot press activate sim

edit o2_Gerrit 19.02.2025 personal Data

I cannot access the sim card info on the mobile app for this exact number either!!!

I'm waiting for an o2 employee here.

so annoying!

Can I get an update on this???

Hello ​@anarlee,

welcome to our o2 Community 🙂

I see that the SIM exchange of your was an exchange of the current SIM with its number ending on -091 - there has been a change of plastic SIM before, so you might have had a different physical SIM which has already been deactivated due to the earlier change. 

If the exchange for the eSIM has become stuck, we can send you the QR code to activate its profile via mail, would you like us to send it to your address registered with us?

Best Regards,

Gerrit

​@o2_Gerrit I have never changed the plastic sim before. I have never even opened it but yeah it does not work. And when I tried to solve it with getting an eSIM neither the PIN nor PUK given in the website did not work. So I guess I will indeed need QR code sent to my address.

Hello ​@anarlee,

I have ordered the QR Code for your eSIM to be sent to you via letter 🙂

Best Regards,

Gerrit

Hello ​@anarlee, did you already recieve the QR cod eor are you still waiting for the letter?

Best Regards,

Gerrit

​@o2_Gerrit yes I did receive the letter and the QR code is expired. It says “The code is no longer valid”. Even if it did I still cannot see the correct PIN and PUK number.

I am beyond disappointed and tired. O2 owes me an apology for all the stuff I have endured. I have not have ONE normal easy solution for any of my problems from O2