Not registered on network

[Traci46]

My Sim card is not working - when I try to make a call it comes up with not registered  on network.  I have tried all the advice on the boards (going into settings & selecting Virgin), trying another mobile device with no joy & I'm unable to phone or text as this is my only contact with the world!

[Jodi_S]

Hi Traci46,

A warm welcome and thanks for posting on our community forums. We're sorry to hear that you're unable to connect to our network with your current sim card.

We appreciate you trying your sim card in another handset already. Can we ask how long you have had this sim card for?

Have you tried to register on another network, then come back to the O2 network? You can follow the instructions here settings - > connections - > mobile networks - > network operators - > search networks.

You can also check the link here https://status.o2.co.uk/

Please try the above first and come back to us if further assistance is required. 

Kind regards Jodi. 

[Traci46]

Hi - I've tried registering on another network and then going back and it just keeps saying not registered on this device.

I got the sim card last week & it went over to my other number on Monday & I lost connection Monday night / Tuesday morning.

[Jodi_S]

Thanks for coming back to us Traci46,

Can we ask if you have you've ported your number over to this network? We only ask as it may not be unlocked to the handset which you have.

Can we ask where you have purchased the handset from and is it unlocked to all networks?

From the sound of things and from what you have tried, it may be that your handset is blocked on our network.

Kind regards Jodi. 

[Traci46]

I bought my phone directly from Samsung (no contract) and I am pretty certain  it came from them unlocked for any network.  I have just left Tesco Mobile which also uses O2 so it shouldn't be a problem.

Sorry I don't understand what you mean about porting my number across?

[Traci46]

Sorry just read about porting - yes I provided yourselves with the pac & had a text saying it was successful on Monday when my old sim card was deactivated 

[Jodi_S]

Many thanks for coming back to me Tracy,

Can I just ask you to check that your number is showing as correct in your handset?

To check this please go to your handset settings and look under "my number" to make sure your number is in there correctly.

If it is not showing as your ported number, we will get this raised with our porting team for further investigation now we have eliminated your handset is not locked and causing the issue.

Kind regards Jodi. 

[Traci46]

No - my number is just showing unknown.

[Kain_W]

Thanks for getting back to us regarding this matter,

To further investigate this I've dropped you a PM to discuss further.

You'll find the message within the purple envlope icon.

Regards,