Can't activate SIM

[Lauren463]

Hi All,

After not receiving a sim in the post when I ordered a new phone, I have just received a replacement SIM from Sky. I have put the sim in my phone and followed the steps for activation (putting in the activation code online) but still nothing is working. I have left it a few hours but still no signal on my phone.

My phone is recognising the SIM and I have tried resetting the network settings but it just can't recognise the Sky network - it is trying to connect back to O2 who was my old provider.

Any ideas?

[caesarome]

Does the sim show as being activated on your account where you activated it ?

[Lauren463]

How can I see this? If I try to put the activation code in for a second time, it won't let me and says that it has ran into a problem so I'm assuming that means that it is already activated?

Thanks

[caesarome]

Does it not say something like sim activated against it ?

If it has thrown up an error then it might been activated or still activating.

[Lauren463]

No, it doesn't say sim activated? I'm not sure where I would be able to see this?

[caesarome]

@Lauren463 

To see if they can help you with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Lauren463 an invite to chat.