Sim and data issues

[Lee9196]

need help from a Sky staff member, please. I returned to the UK from Iraq and my Sky SIM would no longer connect to the network. I replaced the SIM today, but my Samsung still shows “Emergency calls only”, “Service state: Out of service” and “Mobile network state: Disconnected”. My phone also fails when searching for available networks.
I cannot activate the replacement SIM because the verification code is sent to my existing number, which cannot receive texts. I do not have access to another phone to test the SIM.
Please escalate this to the Sky Community Messaging Team so I can complete security checks using an alternative method and have my replacement SIM and existing number activated correctly.

[63johnw]

Hi @Lee9196  does this do anything ?

If it’s android try this
Sky Menu App or SIM toolkit,Roaming, Make sure this is set to Home.

[Lee9196]

Hi, yes I tried this but it doesn't give me that option of (home)

[63johnw]

@Lee9196 

To try and get you some help I have escalated your post to the Sky Community Messaging Team.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a coloured speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[J_ham]

Thanks @63johnw  for escalating this. We’ve sent @Lee9196 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.