topic Re: Sim disabled during contact uograde in Broadband

Sim disabled during contact uograde

joe279 — Thu, 30 Jan 2025 06:28:38 GMT

Hi.

i upgraded my mobile broadband contract online last night and all of a sudden my broadband stopped working.

i contacted three and after a marathon chat session they told me the upgrade had gone wrong so had cancelled it!!

after another 30mins i managed to speak to Ayesha who said my old contract had been reinstated, i asked them to check if they could see my account was active and sim online and they said yes!

frustratingly the sim is still disabled showing “registration error” there is no option in my account to reactivate my sim (if that’s in fact what I have to do now).

three aren’t helping me any further, I was lied to by the agent and I’m having to chase a solution myself for a problem with threes upgrade system.
has anyone else faced this issue and can tell me how it was resolved please?

Re: Sim disabled during contact uograde

karlc — Thu, 30 Jan 2025 08:04:26 GMT

Im having the same issue. Has yet to be resolved.

Upgraded last week and got my new hub last Friday. Activated the sim on Saturday but it still isnt working.

Spent an hour on the chat with them to eventually come to the conclusion that it must be the mast. However, my phone (also on three) has a signal and the home broadband sim also works in my phone.

Re: Sim disabled during contact uograde

karlc — Thu, 30 Jan 2025 09:24:06 GMT

Ive requested a new sim card. Will see if that works.

Re: Sim disabled during contact uograde

joe279 — Thu, 30 Jan 2025 10:48:12 GMT

Update: data back online from 8am this morning, looks like the 12hr data blackout has now ended, sim has reconnected and now working again.

FYI all I did my end was reboot the router every few hours to try and force the connection, I sent my mobile data sim a text message this morning and then checked again and it was online! Coincidence or just timing, who knows.

Re: Sim disabled during contact uograde

JonathanB — Fri, 31 Jan 2025 12:03:23 GMT

Hi @karlc,

Sorry to hear about this, given that your phone is still working fine a SIM swap does sound like the most likely solution. Please let us know how you get on when the new one arrives.

Thanks,
Jonathan

Re: Sim disabled during contact uograde

JonathanB — Fri, 31 Jan 2025 12:04:52 GMT

Hi @joe279,

Sorry to hear about your experience, but glad to hear it's all seems to be sorted now. Thanks for taking the time to update the community with what happened, and let us know if you experience any further issues.

Thanks,
Jonathan

Re: Sim disabled during contact uograde

karlc — Mon, 03 Feb 2025 11:05:30 GMT

still not working even after several days.

Tempted just to return it as nothing is working and Ive been without internet since 24th Jan

Re: Sim disabled during contact uograde

JonathanB — Tue, 04 Feb 2025 11:11:27 GMT

Hi @karlc,

I'm sorry to hear that there's been no progress. Last time you posted you mentioned requesting a new SIM, so have you received a new SIM and still have no service?

Thanks,
Jonathan

Re: Sim disabled during contact uograde

karlc — Tue, 04 Feb 2025 13:40:40 GMT

yes, I got the new sim last Friday (had a text message that morning to say it had been activated) and its still not working