topic Re: Sim Card deactivated while abroad in SIM cards & Porting

Sim Card deactivated while abroad

clarkcap — Thu, 30 Jun 2022 13:15:09 GMT

Hi, I am currently abroad in Brazil and unfortunately my sim card (phone number XXXXX XXXXXX) has been disconnected, although I have regularly received SMS on the number.

I urgently need this number back, is there anything you can do to re-activate please? It´s a pay-as-you-go sim card.

[MOD EDIT: Removed phone number from public view]

Re: Sim Card deactivated while abroad

Christopher_G — Thu, 30 Jun 2022 13:19:53 GMT

Hi @clarkcap

Welcome to the community.

When was the last time you used the phone to make a call or send a text message? It's possible it has entered hibernation if it wasn't in the last 179 days.

If that's the case, I would recommend contacting our Mobile Care team as soon as you're able to. You can find all of our contact methods, including an international number, on our get in touch help page.

Otherwise, I would recommend restarting your phone or manually trying to connect to another available Brazilian network.

Chris

Re: Sim Card deactivated while abroad

clarkcap — Thu, 30 Jun 2022 13:22:33 GMT

The number has been receiving calls and texts, but I haven´t called or texted anyone, as I usually use whatsapp for this.

Re: Sim Card deactivated while abroad

Christopher_G — Thu, 30 Jun 2022 13:29:58 GMT

Sounds like this could be what's happened, @clarkcap. If you speak to our Mobile Care team, they'll do their best to get you connected again.

If it's easier for you, a lot of people use Skype to call from abroad, when they don't have access to their phone.

Chris