E-sim not provisioned

[colinhype]

I asked for a sim swap to e-sim on Sunday, was told it would take 24 hours and got the confirmation. Added the e-sim to my iPhone 12 Pro Max and it's constantly showing no connection. In the about section it says it's not provisioned. I'm on my second e-sim package. Is there a step I'm missing? 

[madasaf1sh · Accepted solution]

@colinhype 

Did you do a sim swap from the old sim to the new sim, as per this guide Guide: Sim Swap: a mini guide 2017 update  as the last one I did took 10 minutes tops to go through. 

It may be an account issue, so it might be worth calling o2 on 0344 809 0202