SIM Swap Not Working

[spellcheck]

Last Sunday I upgraded in one of the Vodashops and had to do a SIM swap because the new phone uses a nano SIM. I received the usual SMS and was told to wait a few hours for the the old SIM to stop working, after which I could use the new phone/SIM.

Well, four days later and even a second nano SIM, and the old SIM is still working. As a result, I can't use my shiny new phone.

Nobody at the Vodashop seems to know what to do because it shows as being swapped in the system. Anyone with some ideas as what to do next? Please?

 

[Ockie]

Nommer asseblief

 

[spellcheck]

PM sent. Thanks.

 

[Surv0]

I picked mine up yesterday, got a bunch of SMS's on my old sim while waiting for it to de-activate.. still active. Finding out from my corporate rep if she applied for the sim swap or not, but I was told this was done and I must just wait for the old sim to lose signal.

Shiny new phone is setup and waiting for the new sim.

 

[Ockie]

Everything looks fine on the system. New sim number is showing on our front end and backend systems. Switch off the old sim, and then on the new sim, do a manual network search. Select MTN and let it fail. Then do a new search and select Vodacom and then reboot.

 

[Ockie]

I have switched on your LTE also for in case you now have a LTE phone.

 

[spellcheck]

Everything looks fine on the system. New sim number is showing on our front end and backend systems. Switch off the old sim, and then on the new sim, do a manual network search. Select MTN and let it fail. Then do a new search and select Vodacom and then reboot.

I tried that, but no luck. "Unable to connect. Try again later." The old SIM refuses to die!

 

[spellcheck]

I tried again, but after rebooting the message is "Selected network (Vodacom-SA) unavailable".

I have used the phone briefly with a Vodacom pre-paid SIM, and that works. Just not with the new SIM linked to my number.

It's now 5 days since the first SIM swap. What can I do?

 

[MidnightZA]

I tried again, but after rebooting the message is "Selected network (Vodacom-SA) unavailable".

I have used the phone briefly with a Vodacom pre-paid SIM, and that works. Just not with the new SIM linked to my number.

It's now 5 days since the first SIM swap. What can I do?

Try call the vodacom customer service number from the sim thats working. I did a SIM swop with MTN on Monday and after 24 hours it was still not done. As soon as I dialed 808 to call MTN the sim switched off and the new sim started working. Not sure if just a coincidence but worth a shot

 

[Ockie]

I tried again, but after rebooting the message is "Selected network (Vodacom-SA) unavailable".

I have used the phone briefly with a Vodacom pre-paid SIM, and that works. Just not with the new SIM linked to my number.

It's now 5 days since the first SIM swap. What can I do?

The quickest would be to do another sim swop. The long solution would be to have customer care log a call to IT and have them investigate where it is stuck. I did check, and the new sim number is showing on all systems that I have access to, so it must be deeper down that something has gone pear shaped. I have to say, yours is the first where it shows on all the systems I can see and still it does not work. I have had a few cases where the new sim number shows on the one system, but on the other it still has the old sim number.

 

[spellcheck]

Well, there have already been two SIM swaps so I can't see that another would make any difference. I'll phone Customer Care to log the call to IT. It clearly has to be escalated because it it going nowhere at the moment. Thanks anyway.

 

[spellcheck]

Try call the vodacom customer service number from the sim thats working. I did a SIM swop with MTN on Monday and after 24 hours it was still not done. As soon as I dialed 808 to call MTN the sim switched off and the new sim started working. Not sure if just a coincidence but worth a shot

That didn't help either, thanks.

I went back to the Vodashop and they escalated the problem to IT. That was yesterday at 12:00 and I'm still waiting.

 

[spellcheck]

The problem was eventually solved today by the IT department, and at last I can us my new phone. Seven and a half days after the initial SIM swap.