If you are having any issues with your SIM, please follow the steps below:
STEP 1 - Check your SIM/handset
- Ensure that the handset you have the SIM in/installed on is not locked to any other network or provider. If your phone is locked to another provider, you will need to contact that provider to ask them to unlock this before you will be able to use our SIM.
PHYSICAL SIMS
- Check the SIM has been inserted correctly. The SIM comes in 3 sizes in an easy pop out design, please ensure the size of the SIM you are using is the correct size for your handset.
eSIMs
- Please ensure that the eSIM has been installed on your handset. For a guide on how to install your eSIM, please click here.
STEP 2 - Restart / Flight Mode
Please enable flight mode, wait 1 minute and then disable flight mode. If your handset does not have flight mode, please perform a full restart of the handset. This will force your handset to re-register the SIM on the network.
STEP 3 - Check your settings
Please ensure that 'do not disturb' is not enabled on your handset or that you have not blocked/black listed the number that is trying to call you.
If you have completed steps 1, 2 & 3 and are still having problems with your SIM, please contact our support team by emailing support@onsim.uk with the following information.
Please ensure that you send over at least one specific call example so that we can investigate for you. Without all of the information detailed below our technicians will not be able to investigate any faults. Please provide as much detail as possible as this will help our technicians to identify and resolve the issue as quickly as possible (simply saying 'it's not working' will not help to narrow down the problem).
Please note that you can copy and paste the below as a template for logging any issues with our support team.
Details of the issue which is occurring (please include any error messages):
Is this effecting inbound calls, outbound calls or both:
Have you performed a restart/flight mode reset of the handset:
If you have multiple SIMs which SIMs are effected by this issue:
Post Code for the location where the issue occurred:
Call example Inbound (if applicable)
Time & Date of call:
Number dialled:
Number the call was made from:
Error message/tone:
Call example Outbound (if applicable)
Time & Date of call:
Number dialled:
Number the call was made from:
Error message/tone: