Issue with new mobile account

[#1]

Hi @StevePN 

Our porting team's come back to me to advise there are no issues our side now for your account, so they've suggested sending you a replacement SIM. Just to double check though. Have you tried turning your phone off and on including taking the SIM out and putting it back in again? If that's the case, drop me a PM with your full name and mobile number and I'll go through our security checks with you to send you a replacement. 

[#2]

Yes.  I have PM'ed you the info @Gandalf 

[#3]

@Gandalf @LaurenB 

Now at 3 weeks without service.  I messaged Gandalf the requested information on Monday but didn't get a response.

I'm assuming the new SIM is already in the mail and should arrive today/tomorrow?

[#4]

Really sorry for the delay Steve. We're very busy atm so it's taking us a lot longer to get back than we'd like.

I've just messaged you now. If you can get back to me, I'll pick it up as soon as I can. 

[#5]

@Gandalf New SIM is here and I've messaged you the requested info.

Let's hope we can get this fixed before week 4...

[#6]

Thanks Steve. 

I've just done the SIM swap for you now, so the new SIM should start working within 2 hours.

Fingers crossed that does the trick and let me know how it goes.

[#7]

Hi @Gandalf 

Still no joy.  The phone isn't automatically picking up the SIM, so I'm having to go into settings to select the network operator manually.

Selecting Plusnet gives me a "Registering on plusnet..." message for a minute or so and then fails.  After failing I get two separate notifications on my phone:

"Mobile Networks - No service.  Selected network (plusnet) not available"

"Phone Services - SIM not provisioned for voice"

No data or outbound calls / texts.

Feels like the SIM swap either didn't work, or hasn't finished yet.  We're at (almost) 2.5 hours since your initial message today.

[#8]

Hi Steve,

From what I can see the SIM activation is taking longer than usual to go through as it's still showing as in pending. We can't manually push this through, but our suppliers do keep track of all pending activations to complete ASAP themselves.

Let's see how it goes over the next 24 hours. Sorry that there's one problem after another here. 

[#9]

"From what I can see the SIM activation is taking longer than usual to go through as it's still showing as in pending."

It's a bit Scroedinger again?

[#10]

I wouldn't say so because the SIM just wasn't activated. 

@StevePN, From what I can see the SIM swap completed this morning. If you're still having issues today, could you turn your phone off and back on then give me the good news if possible?!

[#11]

@Gandalf I can give you some good news.

Looks like I can send/receive texts and have outbound and inbound calls now.

Data however seems to be limited to H+, and I've yet to see 4G.  Signal Indicator on the website says I should have good 4G access.  I've tried restarting phone / Removing SIM / Enter and Exit airplane mode, always limited to H+.

[#12]

Well that's promising! I've emailed our second line mobile support team to check that your account is provisioned for 4G on the backend systems. From experience, they'll be able to fix that for you very quickly, if it's not.

I'll let you know when they've got back to me which should be within 5 working days but is normally sooner.

Almost... there... 

[#13]

And as if on cue.

My colleague has just got back to me to confirm, for one reason or another, your account wasn't provisioned for 4G. He's fixed that now and it should start working straight away, although you may need to reboot your handset once more. 

Can you let me know how it goes?  

[#14]

Sorry @Gandalf , still no joy.

Tried restarting the phone, removing the SIM, Toggling Airplane mode and double checked the APN and Phone settings.  Still only H+.

[#15]

Hmmm. 

What’s the make and model of your phone handset?