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Some customers of the Sky Mobile (Sky Broadband, Sky TV etc.) service, which harnesses O2’s Mobile Virtual Network Operator platform, have recently been complaining about a spate of problems with getting eSIMs activated. But the good news is that Sky now appears to have removed the faulty eSIMs and has begun contacting users to sort replacements.
The issue cropped up on our discussion forum this week (here) after a number of Sky Mobile’s customers complained that the activation process for their eSIMs seemed to be failing. The same issue then reoccurred after Sky initially tried to replace those. Similar complaints could also be found strewn across Sky’s own Community Forum, where users appeared to be having some difficulty getting a full acknowledgement of the issue.
ISPreview raised the issue with Sky Mobile, which promptly confirmed that there had been an issue. The problem was apparently caused by a faulty batch of eSIMs, which have now been removed. Sky indicates that all new or replacement eSIMs should now work as expected, and they’re in the process of contacting affected customers directly by text. The operator also apologised to those who had been impacted by the problems this week.
Customers who have been having trouble with their eSIM have been advised to follow the replacement eSIM process:
Existing customers
- Sign in to your online account to order a replacement eSIM.
- Activate or install the replacement eSIM on the correct device.
New customers
- Call 0333 759 3347 and we’ll help you get set up.