Help

[Ellsmart9691]

Hi, I upgraded my phone a couple of weeks ago and everything was working fine. Today it came up with a message saying sim locked so I put in the code which I was given when I was given a new sim. Although it accepted the pin, my phone is still not connected to the network and is not working. How do I resolve this?

[Christopher_B]

Hi @Ellsmart9691

I hope you're well and having a nice day, other than this issue of course.

I know this is simple stuff, but since putting the pin in have you tried restarting the phone? 

Thanks

Chris

[Ellsmart9691]

I have switched off and on again 

[Christopher_B]

@Ellsmart9691 Thanks for trying that, has it helped improve anything? 

What make and model phone are you using? 

Thanks

Chris 

[Ellsmart9691]

hi Chris no it hasn’t helped and it is an iPhone 12 mini 

[Christopher_B]

Thanks @Ellsmart9691, I would like to try doing something called a network refresh, to do that please follow the below instructions:

Step 1. Tap the Settings app on your iPhone.

Step 2. Tap General.

Step 3. Scroll down to find Reset and tap it.

Step 4. In the new window, select Reset Networking Settings and confirm the action.

Once you have followed these steps you will need to re-enter any WiFi passwords you have saved. Please let me know if this resolves the problem.

Thanks 

Chris

[Ellsmart9691]

Hi Chris, tried that and it came up with the message sim locked again, I put in the 4 digit code and still not connecting to the network 

[Christopher_B]

@Ellsmart9691 the best thing to do here is have a chat with out customer care team so they can look into this further with you. 

I know your phone isn't working so it may be best to do this via our online chat team.

Thanks

Chris