Unable to send or receive text messages despite having internet connection (iphone 6)

[jonnywilcox]

Post Title: 'SE10 - Greenwich'

1) Does the issue happen in just one location? If so, how far do you have to travel to regain service?

Happens everywhere. 

2) What is the full postcode (e.g. ST1 1AA) of where the issue occurs? If you don't want this showing on the Community, add it to your profile here.

Happens everywhere. 

3) Does the issue occur if you try your SIM card in a different phone?

 Yes I am still unable to send or receive SMS messages

4) What errors are seen or heard when the issue occurs?

 Unable to send messages and an alert pops up saying "iMessage - Your carrier may charge for SMS messages used to activate iMessage.

5) Does this happen on 2G, 3G, 4G or all?
Yes all.

6) When did you first notice this issue?
8 Months ago

7) Is the issue permanent or intermittent? If intermittent, are there certain times of the day when it occurs?
Permanent

[Tash]

@jonnywilcox I've checked the coverage in the postcode you've provided (SE10) and can see that we're currently working on the issues in your area.

You can register for updates on this with our network status checker.

[jonnywilcox]

Hi Natasha, this happens in areas other than mine. It's also been like it for nearly a year now. I think the issue is deeper than a area cut-out.

Cheers, J

[Alex]

@jonnywilcox If this happens everywhere, this is likely to be an issue with the SIM card or device. 

Please see our repairs page for more information on this. 

Be sure to let us know how you get on. :smileyhappy:

[jonnywilcox]

It doesn't seem to be getting any better Alex. I think the sim is the problem as it doesn't work in another phone. What would be the next step?

Cheers

Jonathan

[Alex]

@jonnywilcox Oh no! I'm sorry to hear it's still not working. :smileyindifferent:

Our Live Chat team can order a new SIM card for you, alternatively if you're able to visit your nearest store, they'd be able to help you out with this. 

[jonnywilcox]

Thanks for getting back to me Alex. 

Can I order a new sim through you or will I have to do it through the live team? What info would I need to give them?

I have already popped into two stores to have this issue looked at and both times they have told me to come back another time, which I found quite frustrating, so I would prefer not to do that again really.  

Cheers,

Jonathan