topic Re: network connections in Get Support

Re: network connections

Charliej — Wed, 05 Jan 2022 21:40:46 GMT

Even though my plan is active, I cannot call out nor can I use my mobile data.

Re: network connections

JK8 — Thu, 31 Dec 2020 22:52:10 GMT

@Charliej wrote:
Even though my plan is active, I cannot call out nor can I use my mobile data.

Are you a new customer? Have you rebooted your phone or reset network settings?

Log into self service and choose Change Sim Card and check the last 4 numbers to the sim in your phone to ensure you have not been sim jacked.

Re: network connections

Charliej — Thu, 31 Dec 2020 22:55:16 GMT

I have had my phone/plan for a while now.

Re: network connections

JK8 — Thu, 31 Dec 2020 22:56:49 GMT

@Charliej wrote:
I have had my phone/plan for a while now.

Does your sim number match?

Re: network connections

dude65 — Thu, 31 Dec 2020 23:08:42 GMT

Turn off your phone or put it into airplane mode for a few mins.

Re: network connections

hairbag1 — Thu, 31 Dec 2020 23:27:30 GMT

@Charliej...

@JK8 wrote:
@Charliej wrote:
Even though my plan is active, I cannot call out nor can I use my mobile data.
Are you a new customer? Have you rebooted your phone or reset network settings?

Log into self service and choose Change Sim Card and check the last 4 numbers to the sim in your phone to ensure you have not been sim jacked.

It's important that you go through the steps suggested by @JK8 . If the last 4 numbers on your account don't match the last 4 numbers on the actual sim card...you should now log into your account / Plans and Add-on tab...look for the Lost/Stolen tab and click it. Then click SUSPEND.

Then go to the top of this page and click Get Help / Chat with Simon to start process of moderator assistance. Keep and eye on the envelope icon top right side of page will be highlighted when they respond to you.

Good luck.

Re: network connections

Charliej — Thu, 31 Dec 2020 23:32:27 GMT

Thank you, it worked.