Cassie, 12 Jan. 2025 , 10:08am
Cannot set up new esim

O2 Virtual Assistant, 12 Jan. 2025 , 10:08am
Thanks for messaging with O2.
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O2 Virtual Assistant, 12 Jan. 2025 , 10:08am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Cassie, 12 Jan. 2025 , 10:08am
07706831792

O2 Virtual Assistant, 12 Jan. 2025 , 10:08am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 12 Jan. 2025 , 10:08am
[Rich Content]
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Cassie, 12 Jan. 2025 , 10:08am
It’s about my Account

O2 Virtual Assistant, 12 Jan. 2025 , 10:08am
Thanks! 🙏
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O2 Virtual Assistant, 12 Jan. 2025 , 10:08am
Please can you confirm your full Name
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Cassie, 12 Jan. 2025 , 10:08am
Cassie Nadine Anderson

O2 Virtual Assistant, 12 Jan. 2025 , 10:09am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Cassie, 12 Jan. 2025 , 10:09am
Yes

O2 Virtual Assistant, 12 Jan. 2025 , 10:09am
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Info [Automated], 12 Jan. 2025 , 10:09am
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 12 Jan. 2025 , 10:10am
Hi Cassie, and good morning! I appreciate you contacting O2. My apologies for the wait.  
  
I'm here to assist you with your setting up a new esim.  
Can you please confirm, from where have you installed this esim?  
Was it sent via post or you got it from My O2?
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Cassie, 12 Jan. 2025 , 10:11am
Thank you! Yes of course, I just downloaded it onto my new phone from the myo2 app. I spoke to somebody on 202 and they sent it through for me

Soaif Ali, 12 Jan. 2025 , 10:14am
The pleasure is all mine.  
Well, congrats for the new phone!  
  
Okay so I do see that your esim is activated since 09:01 today. But sometimes the services takes up to 24 hours to get back after the swap.  
  
I mean to say that, your services will be gradually restored on your number, you just need to restart your phone on hourly basis to ensure that services are back ASAP.  
  
Let me know if there is anything else I may assist you with?
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Cassie, 12 Jan. 2025 , 10:15am
Thanks! Ah okay that’s great thank you! So at some point my number will transfer over and my old phone will stop working and the new one will start?  
It had a message saying that it couldn’t finish the set up so i wasn’t sure if it was all working properly

Act as Soaif Ali and suggest the next best response saying, I am sorry if you had a message saying  that it couldn’t finish the set up the  I would suggest you to reach the 202 team again and setup the esim back, the reason it is showing active here may be because the esim is installed in your new phone but isn't setup  . Response should be acknowledging and empathetic