SIM not recognised

[#1]

Hello.

Just got a new SIM for my son's phone but it isn't recognised.  My Plusnet SIM isn't recognised either.  Another SIM (EE) works fine in the phone.  The new SIM works fine in my phone, just not my son's

Any help would be great.

Thanks.

[#2]

Hi,

Have you checked the APN setting on your son's phone  see below and scroll down  to  "What are the APN settings for my phone? "

https://www.plus.net/help/mobile/mobile-phone-and-voicemail-settings/

HD

[#3]

Thanks HD I'll give it a go

[#4]

Sadly still not working 😔

[#5]

Is the phone locked to EE?

[#6]

We got the phone from Amazon. Moto g8 power lite. Shouldn't be locked. Lebara SIM worked fine, switched over to Plusnet but then this....

[#7]

We got the phone online. Motog8 power lite. Shouldn't be locked. Lebara SIM worked fine, switched over to Plusnet but then this....

[#8]

Hi @ScottGail 

I'm really sorry for the long delay for a staff response to help. If you haven't got this sorted yet, drop me a private message with the following details and we’ll be happy to take a look. This information will pass our data protection checks.

+Your mobile number

+Your full name

+Your full address

+Are you the account holder?

+Your date of birth

+Last 2 digits of your bank account number

+Last 2 digits of your bank sort code

When private messaging me, please include a link to this thread as our staff private messages go through a centralised system internally so I might not actually personally message you back. Although just a few of us monitor our Community Forums so there’s a good chance I’ll pick it up.