topic Re: Problems activating my new sim in Archived Posts

Problems activating my new sim

Spbarnzy — Mon, 03 Aug 2020 16:51:05 GMT

I have just upgraded my phone and had to have a new SIM. I have tried to activate the SIM and was asked for phone number & was a message popped up to say that a PIN would be text messaged to my old phone. When I then go back onto the website, there is nowhere to enter the PIN and I just keep getting a message saying that a PIN was sent In the last 10 minutes. Can anyone help please?

Re: Problems activating my new sim

bristolian — Mon, 03 Aug 2020 20:35:14 GMT

Hi @Spbarnzy

Given that more than 10minutes have elapsed since you first tried this, are you able to retry the process? Are you now able to activate your new SIM?

Re: Problems activating my new sim

Jon_K — Tue, 04 Aug 2020 07:37:37 GMT

Hi @Spbarnzy.

If you're still having issue registering your SIM, I'd recommend contacting our Customer Care team so they can do this manually for you 🙂

Jon

Re: Problems activating my new sim

Spbarnzy — Tue, 04 Aug 2020 09:14:54 GMT

I have done that and the adviser said she would activate the SIM for me.
She did advise that it might take 24 hrs before it was activated. She so
said that my old SIM wouldn't be deactivated until the new one
became available. However the old one deactivated almost immediately but
the new one is still not working, some 17 hrs after my call. This is u
believably frustrating.

Re: Problems activating my new sim

Jon_K — Tue, 04 Aug 2020 09:54:22 GMT

Thanks @Spbarnzy.

Could you try restarting your phone with the new SIM inside?

Jon