Solved: Sim 1 Not provisioned

Cosmin · ‎09-06-2020

I'm an existing customer and I got Samsung s20 ultra 5g yesterday and it keeps teeling me that sim1 one is not provisioned. It cannot connect to mobile data or make any calls or texts.

MI5 · ‎09-06-2020

@Cosmin wrote:
Okay thank you, how do you do a swim swap?

See the link I gave you above, but here again Guide: Sim Swap: a mini guide 2017 update

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

View solution in original post

MI5 · ‎09-06-2020

@Cosmin

You need to use your old sim card until you do a sim swap to the 5g sim.

Guide: Sim Swap: a mini guide 2017 update

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

bigdavie88 · ‎09-06-2020

If you received a new sim it needs to be activated either online or by text from old sim. The pack the sim came in tells you what to do.

Cosmin · ‎09-06-2020

Okay thank you, how do you do a swim swap?

MI5 · ‎09-06-2020

@Cosmin wrote:
Okay thank you, how do you do a swim swap?

See the link I gave you above, but here again Guide: Sim Swap: a mini guide 2017 update

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cosmin · ‎09-06-2020

Thank you, it's all sorted, however I am running on 4g, is there a way to manually activate the 5g or should I just wait.

gmarkj · ‎09-06-2020

Once the new sim works it will be able to receive 5g, but is dependent on where you live and 5g being available...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

MI5 · ‎09-06-2020

@Cosmin

5g is very precise in area at the moment so check your actual postcode here O2 Service Status

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

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