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sim not provisioned for second time

1967bowesj
Hooked
Posts: 5
Registered: ‎22-06-2019

sim not provisioned for second time

Hi, this is the first time I've ever felt I needed to post on here having been with pn mobile several times in the past, only really leaving through work phones or a new deal on phone. Came back to pn as old contract ended and didnt fancy new phone, ported old number over - went ok could happen till tuesday as its a working day hing, thats ok I thought. Seemed to work but then things went south, no messages, data wont come on cannot make calls, sim not provisioned, online chat went throug all I had done through the day swapped cards flight mode on off reset network settings re booted, in the end had new sim sent out. 13 hours after that one got activated still no service, really not impressed this time round. Can someone take a look at account to see what issue is please.

regards John

9 REPLIES 9
OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: sim not provisioned for second time

Hi @1967bowesj

 

I'm really sorry to hear about your experience and it really isn't the service we aim to provide nor pride ourselves on. 

 

In all honesty, it is quicker to contact our Mobile tech team directly by dialling 500 from your handset (if able) or alternatively 0800 079 1133 from any phone.

 

However, we're more than happy to look into this for you if you can please PM your: 

 

Mobile number:

Full Name: 

Address:

Postcode:

Confirm you are the account holder: 

 

Kind Regards

1967bowesj
Hooked
Posts: 5
Registered: ‎22-06-2019

Re: sim not provisioned for second time

Thanks for the reply @OllieC 

I've been back onto tech support, apparantly the sim is pending!, no time scale for this to come out of pending, account activated but sim not live I'm guessing.

Best they came up with see if anything changes by Monday, if not get back in touch and we will look in to it further, agent ended the chat with finger crossed!.

Sorry but that doesnt fill me with confidance. Will just have to wait it out.

Just as well it's inside the 14 day cooling off period as at present can only see this going one way.

 

I've pm'd you my details just in case

 

regards John

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: sim not provisioned for second time

Hi @1967bowesj,

Thanks for getting back to us. We've received your private message with the requested details attached and I've sent a response via another private message now. Please update this thread to let us know once you've been able to respond to my PM.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
1967bowesj
Hooked
Posts: 5
Registered: ‎22-06-2019

Re: sim not provisioned for second time

hi @TheMightyAJ 

PM replied to with details,

many thanks in advance for the help

 

regards John

OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: sim not provisioned for second time

Hi @1967bowesj

 

I'm really sorry about this but I am unable to find the PM you sent to Alex. 

 

Can you please copy your message and send it to my PM?

 

Kind Regards

 

Ollie 

1967bowesj
Hooked
Posts: 5
Registered: ‎22-06-2019

Re: sim not provisioned for second time

@OllieC , just sent you the copied info

 

regards John

OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: sim not provisioned for second time

Thank you for getting back to me @1967bowesj.

 

Can you please send via PM the long number from your sim card. There is usually a top row of numbers a gap/space and then a second set of numbers. We will require all the digits to cross check this with your account. 

 

Kind Regards

 

1967bowesj
Hooked
Posts: 5
Registered: ‎22-06-2019

Re: sim not provisioned for second time

@OllieC 

iccid sent through

 

regards John

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: sim not provisioned for second time

Hello @1967bowesj

 

I have responded to your query via a Private Message.

 

Should you require any further assistance, please feel free to get back in touch with us.

 

Kind regards.