new phone and my sim card is not provisioned

karen+n+chris — Sun, 09 Jan 2022 08:55:29 GMT

Bought a new Samsung S21 5g. Put my old sim card in it which was working fine in my Samsung S20 so I could trade my S20 in I put the sim card in my S5 which worked fine. I got my new phone home. Turned S5 off so I could remove my sim card and memory card. Put the sim card into the holder of the S21 and it came back "NOT PROVISIONED".

Haven't got a clue why it is doing this especially when it has been working. I've cleaned it with an alcohol wipe and let stand and dry out. placed it and placed it back in the mobile and still nothing. and saying "NOT PROVISIONED".

So now I have a £900 fone sat in the box as a large paperweight. Well worth the money I paid. Just wish somebody from Sky or Samsung had a clue what's wrong instead of just saying a new sim is needed and it can take up to 5 days to get it... I needed the new sim card yesterday because my mum is in Nursing Home and if they want me they can't get me. Due to this issue. HELP HELP HELP PLEASE

Re: new phone and my sim card is not provisioned

63johnw — Sun, 09 Jan 2022 09:07:49 GMT

Hi @karen+n+chris unfortunately it does sound like a new sim is required. Order via your account or look at the link below. Whenever I have ordered a new sim it has arrived the next day.

https://www.sky.com/help/articles/replacement-sim

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new phone and my sim card is not provisioned

Re: new phone and my sim card is not provisioned