Soft lock on my account and roaming switched on

[Perestroika]

I sometimes have to go abroad for my work and my phone usually works fine ,however this time in Canada, i am unable to access a network. 
I have checked my account and roaming is switched on and international call barring is switched off, however I can’t access a network either manually or automatically.

There is a message on my account that a “soft lock”has been applied to it and I don’t know why.

Can anyone tell me if there is something I can do ?

many thanks

[Kain_W]

Hi Perestroika,

Thanks for your post and welcome back to the community.

Sorry to see that your mobile service is experiencing issues, can I ask is the number due to be migrated soon?

Let us know,

[Perestroika]

Hi Kain,

Thank you for your reply, and apologies for not getting back to you sooner.

Yes, I believe that it’s being migrated but not until the 19th of September.

Do you think that it’s because of this?. I was in America last week without any issues.

please advise,

with thanks 

Max

[David_Bn]

Thanks for coming back to us @Perestroika.

The migration will be the cause of this issue and ultimately we need sim cards to be connected to a UK mast to ensure that the migration can be completed.

Are you able to advise when you're due to return to the UK?

Thanks,

David_Bn

[Perestroika]

Hi David_Bn 

Thank for your reply.

I returned to the UK this morning and will be here until Friday.

Max

[David_Bn · Accepted solution]

Thanks for coming back to me @Perestroika.

You may need to have the sim card in the UK on 19/09/23 - as this is the date you have advised us for the migration to go through.

We can however look into the possibility of ordering you a new sim card, check out the envelope in the top right hand corner for a privates message from me.

Kindest regards,

David_Bn