Cannot find “Request a new SIM card” on My O2

[LEricZ]

I get a new phone and want to transfer my eSIM from my old device. It continues to fail and therefore I want to request a new SIM card. I’ve seen some walkthroughs that directs you to to my o2 app or website to “request a new SIM card” or “swap SIM card“. I couldn’t find the entrance on neither of the portal above. Is there any other way to finish the transfer or shall I go to a local store?

[Enlli · Accepted solution]

The swap SIM function has been suspended by O2

Try going on the Web https://mymobile2.o2.co.uk/?

And try the Install My SIM menu.

If that does not work it's contact O2 I'm afraid.

It's the main reason I stay clear of eSIMs 

[madasaf1sh]

@LEricZ 

You need to login to myo2 and then select install sim and then you can get a new esim.  If you are still struggling then you will need to pop to a local o2 store with photo ID

To be honest is you dont need an esim then stick with Physical Sims, 

[Markmat]

Thanks @Enlli 

I feel sorry for the O2 support team, as they clearly still have documentation that directs them to tell customers that this is possible (based on the in-app chat I've had this morning).

[pgn]

Unsurprising, @Markmat 

Status here is:

"...disabling the function that allows customers to request a new eSIM or SIM via our online channels due to  fraud.

We'll be directing these customers to a store or using one of our contact numbers"