eSIM call divert issue/concern

[Stantheman]

I have been with O2 for years and recently took out a new sim deal with the option of having a eSIM, I chose the eSIM, I use an iPhone and have upgraded to a new iPhone model.

I started noticing a problem with the number of times my phone rings before going to voicemail, it was considerably fewer rings now compared to when I had a physical sim. 
After searching online I discovered I could change my call divert settings via MyO2 and went to this MyO2 page. 

However on going to this page my call divert was set up to:

Divert all calls Not active, Not reachable and On another call Telephone number (a mobile number I do not recognise and never set up)

No reply Voicemail undefined sec

I have tried to amend these settings 3 times having to wait 2 hours for the changes to effect each time. 
When I then check the now updated call divert settings, my changes appear to have worked with exception to the number of times my phone rings before going to voicemail. I keep putting in 20 seconds but it will not alter from undefined sec and my phone rings I think for 5 seconds before going to voicemail. 

Today I phoned O2 after checking the settings on the app, O2 read out to me the call divert settings they had for my mobile number and read out a different mobile number that has been set up to divert calls for when I’m not reachable or on another call, it was another mobile number different to the one I had found the first time. When I checked MyO2 call divert settings, they were different to what O2 were telling me. 

I voiced my concern that this is a security issue, I was advised to dial ##002# to cancel all diverts. I asked for a physical sim concerned this was a eSIM issue but told it would cancel my eSIM so I’d have no phone until the physical sim arrived. An alternative option was to go to a O2 store, I said I’d do this otherwise I’d have no phone for a few days. 

After the call I dialled ##002#, I get a grey screen with an error and numerous setting erasure failed messages, I have made many attempts dealing this number/code without success. 

I have signed back into MyO2 to cancel all diverts, I have no confidence this will work and I’m concerned my eSIM is being altered by someone else or it’s faulty.

Can anyone advise what is wrong or if I’m doing something wrong, any suggestions greatly appreciated?

[MI5]

@Stantheman 

Try disabling wifi and wifi calling to send the shortcodes.

Other divert codes and ring time change process in this guide.

Guide: All you need to know about O2 Voicemail 901 

[Stantheman]

I don’t have Wi-Fi calling enabled, I’ve disabled Wi-Fi, switched from 5g auto, 5g on and 4g and still no joy. 
I’ve managed to disabled call divert via MyO2, I’ve not applied the settings I want, those changes are still pending, keeping my fingers crossed. 

[Enlli]

I got the standard codes mmi codes to work on my phone by turning wifi off, mobile data off and switching down to 2G only, basically making it a standard dumb phone.

Now set to 30 seconds

[Stantheman · Accepted solution]

Yesterday after numerous calls to O2 customer services I went into a O2 shop. 

They swapped my eSIM for a physical sim and that has resolved the issue.

I told O2 customer services that I suspected the problems I was experiencing was the eSim but they assured me it would not be at fault. 

It clearly was, I never had a problem with the physical sim, only when I switched to the eSIM. I can now adjust my call divert settings to the amount my phone rings before going to voicemail. 

My advice if anyone finds themselves in this situation is to delete the eSIM exchanging it for a physical sim in the first instance. 

[Enlli]

Gland it's sorted @Stantheman 

Many of us here advise against using an eSIM for you primary network, paticularly with O2

[Stantheman]

Thanks for your advice, I had no idea about eSim’s not realising they could be problematic, lesson learned.