New SIM not connecting to mobile network

[dbarnett]

I received a replacement SIM yesterday and am able to receive calls and use WiFi however, my phone is not able to connect to the mobile network. It is finding it fine I can see the LTE and 5G and all the settings on the phone appear fine I have exhausted every possible setting I can see but I cannot connect to the mobile network despite the phone finding it.

Do I need to activate something on my SIM/plan to get it going? 

Thanks.

[Zach_R]

Hi @dbarnett,

Thank you for your post and welcome back to our community forums. We're here to help.

I am so sorry to hear you're experiencing some issues with your replacement SIM card recently. Would you mind confirming what diagnostics and troubleshooting you've performed thus far in an effort to remedy this?

Thanks,
 

[dbarnett]

hello mate,
ive been through all the SIM, network settings etc making sure everything is selected that needs to be on the phone. I've obviously done the basics turned off/on again, made sure airplane made etc isnt on, ive taken the SIM out and put it back in, restored factory settings on everything essentially been in every possible phone setting but everything seems fine.

On the phone itself you can see the Virgin and 5G/LTE signs so it looks like its picking it up but it's just not connecting for some reason.

[Zach_R]

Hi @dbarnett,

Thank you for expanding on this. So that I can take a closer look over the matter and assist you further, I'm going to send you a private message in a few moments. Please respond to this when you can and we'll go from there.

Thanks,