Sim 1 not provisioned

[Lizzy1]

I've got a new phone and new SIM. I have gone online and done the SIM swap but i'm still getting the message 'SIM 1 not provisioned'. Can anyone help why? Thanks

[gmarkj]

Why were you doing a SIM swap @Lizzy1 ?
Did you follow the instructions in the guide below?

Guide: Sim Swap: a mini guide 2017 update 

Is the sim in the phone correctly, or in a different SIM slot?

[Lizzy1]

I've got a new phone which came with a new SIM so was switching to use it. 

I've gone through the steps in the link above.

I've tried it in my old phone and the same message still appears. 

Could a faulty SIM card cause this message? 

[MI5 · Accepted solution]

@Lizzy1 

Yes, sim could be faulty.

Pop into your local O2 store and they can check and replace it if necessary.

[gmarkj]

Does the old SIM still work or are both of them showing the error code @Lizzy1 ?

If the old one still works (in either phone) then the swap has not gone through.
If both don't work then it could be a faulty SIM. Quickest way to resolve that would be to visit your local o2 shop, but you can also request a new one from customer services which would be posted to you.

[Lizzy1]

Both SIMs are no longer working. I'll try contacting customer services. Thank you for your help @gmarkj and @MI5