Problem activating e-Sim iPhone "Unable to Complete Data Plan Change"

Hi @Gabi Rodrigues,

welcome to our community.

If i get it right, your old sim card (the physical one) ist still active, but you can’t get access to it? Did you lose it maybe? Because in this case we should block the card first.

Best regards,

Michi

Hello @o2_Michi!

I have left my sim card in Brazil while visiting my family, so there wouldn't be a need to block the card.

My problem now is that I am unable to activate the e-Sim - as it has been informed to me in the stores I have visited that O2 is still working on it, but none could really explain what is really happening… 

Should I just order a new physical card instead? A bit inconvenient and costly, but it sounds like the only solution at this point.

Thank you, 

Gabi 

Hello again @o2_Michi!

I have called the service using an calling app (as my phone has no sim card) and they seemed to solved it (if my limited German properly understood) by sending a physical sim card first - as it seems to be a limitation or error on o2 side they are sending me free of charge.

Thank you for the support and I hope I am more successful in the future activating the e-Sim.

Cheers,

Gabi

Hi @Gabi Rodrigues,

ah okay, nice.   Yes, another free sim would be the next step towards the solution, so that it can be changed into the eSIM.

If there are any obstancles during the process, just send us a message here and we will take a look into it.

Best regards,

Michi

Hello @o2_Michi ! 

Unfortunately I am still having trouble using my phone. The new sim-card arrived in my house this Monday (10.01), so I called o2 service to activate the sim-card. It said it could took 48h to activate it, so I waited.

After this time, still no service, I called again o2 customer service (yesterday, 12.01, at noon). and it was informed to me that there has been an issue on the activation of my sim card, that an urgency request has been issued and that I should wait until the end of the day.

Another 24h went by (more even) and still no contact from o2, as promised. I have no service (I tried a couple of times to restart my phone and to take the sim card and put again, but nothing worked).

I am highly frustrated with the service, hence I am trying my luck here. It has been a month without service, and yet I have been paying my bills to its fullest. Not only that, but having no phone service is huge inconvenience in my daily routine.

I appreciate the support and hope you can help me out.

Best wishes,
Gabi Rodrigues  

Dear @Gabi Rodrigues ,

I was happy to have a look. It seems that something got stuck during the activation of the SIM card. A ticket was opened on Januaray 12th for our technical department, which is dealing with the problem. Obviously, your ticket has already been attached to a higher-level ticket. That's what happens when a bug can't be fixed easily. I also see that someone was currently working on your dataset, so it could either be the technical department or a hotline employee because you called somewhere. I can only continue to ask for your patience. The colleagues are working on the matter.

Kind regards,

Andrea

Hello @o2_Andrea!

Thank you for your response. I continued to wait for a resolution but still nothing so far. I really can’t proceed anymore without having a proper phone for so long. What are my options here? If I decide to cancel my contract can I right away start a new one or even with this terrible issue I still need to give a month notice to o2?

Thank you,

Gabi Rodrigues

Hi @Gabi Rodrigues , 
we are happy to look at what we can do. However, we do not have any data on your contract. So that we can take a look at it, please send us your call or customer number and your personal customer code to @o2_Support . After that we will take a look together.
Kind regards
Larissa

Hello @o2_Larissa , thank you. I have sent the message privately to @o2_Support with the information you asked.

As an update: I have called again O2 last week and another Sim card has been sent. Yesterday I called O2 to activate my new sim card and still no service (already 24h has passed, and already tried restarting my phone multiple times, taking out the sim and putting back again).

Waiting to see if this get’s solved soon.

But otherwise, could you please instruct me regarding my contract cancellation?

This whole situation has been a nightmare, I am unsure if I would like to continue with o2 an my provider.

Thank you,

Gabriela

Hi @Gabi Rodrigues,
thank you for your pm. I have looked at the status of your SIM card activation. Unfortunately, the activation went to an error status that needs to be cleaned up by our IT. Unfortunately I can't tell you how big the effort is and how long it will take. This order blocks all further orders, so that a new SIM card is also not possible. We can therefore only ask you to be patient until our colleagues have resolved the cause. 
I'm sorry that I can't give you any better news 

Kind Regards
Larissa

Hello @o2_Larissa , thank you for checking!

I have decided to terminate my contract. I believe I was enough patient with o2 and endured too much of lack of service. Now I understood that not only I have to send a letter to formally terminate my contract (are we in the 80s?), but I will have to call again eventually to ask to get part of my money back, as the system didn't detect the lack of service and it was charging my by its fullest.

I truly thank you for trying to support me during this period.

Best wishes,

Gabi

Hello @Gabi Rodrigues,

I can understand your decision and I am very sorry that we could not help you otherwise.
Unfortunately, the termination process is somewhat cumbersome. If you have opted for the postal option, we will be happy to check directly for you whether the cancellation has been received and successfully registered.

Kind regards
Jessica