topic Re: Sim issue in Get Support

Sim issue

Walter4 — Wed, 06 Mar 2024 06:10:04 GMT

Need help activating my sim.

Re: Sim issue

softech — Wed, 06 Mar 2024 04:05:09 GMT

@Walter4

what phone you have? you got any error installing the esim?

[update: sorry, thought you had an esim]

Re: Sim issue

Walter4 — Wed, 06 Mar 2024 04:03:19 GMT

I have a pixel 8 and it is a physical sim that I have in my phone right now.

Re: Sim issue

softech — Wed, 06 Mar 2024 04:05:51 GMT

@Walter4

did you try the sim on another phone?

is the PM sim connecting to PM network at all? What issue you see so far? give us more details

Re: Sim issue

Walter4 — Wed, 06 Mar 2024 04:23:27 GMT

No I haven't tried it on another phone. It is a pixel 8. When I did the assisted set up on the app at the final set up after I entered in all the info and transferring my number it said there was an error and to contact support.

Re: Sim issue

Edwin204 — Wed, 06 Mar 2024 05:46:12 GMT

Not sure if you were trying to activate your sim card during the same time an update today (supposedly Mar 5/24).

Trying later. I would power down your phone completely, remove the sim card, then re-insert the sim card to ensure it is seated properly. Re-attempt the activation and if you get the same error then send a message to CS_Agent. Cheers and good luck!

Re: Sim issue

computergeek541 — Wed, 06 Mar 2024 06:16:32 GMT

@Edwin204 wrote:
Not sure if you were trying to activate your sim card during the same time an update today (supposedly Mar 5/24).
Trying later. I would power down your phone completely, remove the sim card, then re-insert the sim card to ensure it is seated properly. Re-attempt the activation and if you get the same error then send a message to CS_Agent. Cheers and good luck!

When support is needed, all customers should be using the chatbot or the app for to make a ticket for initital contact. Customers shouldn't be sending a private message to CS_Agent as the first step.

Re: Sim issue

Walter4 — Wed, 06 Mar 2024 14:31:41 GMT

Thank you! I just tried those steps, but I still get that message on step 6 of 6 on the app when I login. The sim is showing on my settings as public mobile though.