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Contributor
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Message 11 of 22

Re: Sim card non activation

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Trev,

 

Did they actually tell you what the problem was? if so can you let me know what BT did to resolve the issue ?

 

I've just recieved replacement SIM number 4 and still no solution, although the a/c says its using the new SIM number, it cant be as the old SIM I have, is still working fine.

 

Proven beyond doubt there is no issue with the phone, and teh problem drags on unfortunately

 

It'd be nice if I could reference your solution to the help desk when the call me next week so they can try and solve my problem 

 

cheers in advance

 

Baz

 

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Aspiring Contributor
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Message 12 of 22

Re: Sim card non activation

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Basically woman on live chat rang,said we have sent u 3 Sims,we can't do anything else,was going to put me thru to cancellations,I had a go saying thts ridiculous,got put thru to very helpful English lady who put a techie on the phone. Got me to switch it off/on ,then take sim out/in again.finally he refreshed the network settings at their end,then I switched phone off/on again and it was sorted.now my account even shows the right phone. Before it showed Nano sim in moto e 2ND gen which is rubbish cos they take micro. People on livechat wudnt accept their computers were wrong.hope this helps.let me know how u get on.
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Message 13 of 22

Re: Sim card non activation

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Hi @Bazza

 

Sorry you're having this problem too.

 

We'll look into this for you here also.  Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.

 

Cheers,

 

Robbie

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Aspiring Contributor
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Message 14 of 22

Re: Sim card non activation

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Robbie, appreciate the effort in calling me today offering your apologises and acknowledging my email. Only a small thing but it means a lot that someone can take the trouble to do that. Thanks.
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Message 15 of 22

Re: Sim card non activation

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Hi @trev73

 

No problem!  I'm glad you got it sorted in the end up before I stepped in!

 

@Bazza  Whenever you get your details over to us we'll get you sorted out too.

 

Cheers,

 

Robbie

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Message 16 of 22

Re: Sim card non activation

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Robbie,

 

I've also got a call in with helpdesk/mobile support they say there's an FR recorded against my case, with all the details on it.

As this is the 4th SIM, they said it would have to be escalated higher, so for the moment I'll hold off hassling you as well,  unless I get no joy from the support team, I'll call them Tuesday, after the bank holiday  .

Appreciate everyone's doing what they can at this problem, it's so ruddy frustrating.

 

I havent lost my service, just that it wont move from the old micro SIM to the new NANO one  

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Message 17 of 22

Re: Sim card non activation

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Hi Trev,

 

Thanks for the feed back.

 

Yep been through the hokey cokey (in out, in out not had to shakeit about (yet)) with the SIM, checked all the settings for API and MMS, so it sounds similar.

 

If I check the account the new sim number is active, but states its in the old phone!?!, so it may be a similar problem to what you had after all.

 

I'm chasing the support desk call I have open on tuesday after the hols, Ill mention this conversation and see if that steers them in the right direction to sorting this out, thanks for taking the time to replay

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Aspiring Contributor
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Message 18 of 22

Re: Sim card non activation

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Np mate. Sounds identical but at least you know there is a solution.
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Message 19 of 22

Re: Sim card non activation

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Does happy dance,

 

Yep the network reset seems to have sorted it, scary moment as the service transferred with both phones being dead. But the message comes through about SIM/phone being active, and all is well.

 

Cheers once again for the pointer in the right direction

 

regards

 

baz

 

 

 

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Aspiring Contributor
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Message 20 of 22

Re: Sim card non activation

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Excellent news. Glad I could help in some way. Frustrating when the answer was that simplistic.
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