Properly installed SIM — sudden "not provisioned" message. Now my phone won't work.

[JamesKirkdene]

I have a "SIM not provisioned" suddenly appeared on my PAYG Vodafone — And am unable to use phone or top up with Big Value Bundle (voucher) that I have purchased!  Using another mobile phone I  (a) Cannot get past Vodafone phone-line bot (no valid option)  (b) Cannot get past the useless web-bot to access any proper effective human customer service.  I am stuck and really need this phone operational now.  The payg SIM card and number has been and is properly installed and was used previously. The phone is almost new and has no fault.

[JamesKirkdene]

Any way at all?   ヽ(ಠ_ಠ)ノ

[Mark]

From your message @JamesKirkdene, it sounds like the number connected to the SIM is being used, so we can count out this being disconnected due to inactivity. The next thing we'll need to check is if the fault is connected to your phone or SIM. The best way to do this is to pop your SIM into another handset and see if the issue continues. If so you may need to request a new SIM, you can do this by popping us a private message via Facebook at Vodafone UK, or on Twitter using the handle @VodafoneUK. Just to let you know, when you message us privately our digital assistant will try to help. You can speak to us directly by selecting 'Get started' followed by 'asked to DM'.

If the issue doesn't continue when your SIM is inserted into another phone, the issue is most likely connected to your phone. To confirm this, you'll need to pop another active Vodafone SIM into your phone to see if you get the same error message.

[JamesKirkdene]

The ***phone was last used (for texting) on 05 October 2021***.  And in fact one of Vodafone's algorithms sent me a text immediately thereafter "...you've now got unlimited minutes...etc..."   I don't have a suitable phone to swap over to. (and frankly the initial SIM set up over a year ago was such a fiddle it ended up being done at Vodafone shop)  I'm pretty sure it's not a hardware issue.  The phone is in mint condition and hasn't been used much at all.  So I suspect the SIM has been somehow disconnected by Vodafone.  Perhaps on inactivity grounds?...  But as I've said - There's a record of it definitely being used just 6 weeks ago - and Vodafone in effect took a £1 for that one text.  Plainly only Vodafone can check that number is functional  (and reactivate if not).  So I need you to do this please,...   The number is [Removed].  The phone that I'm using temp today while trying to sort this is  [Removed]

 [MOD EDIT: This post has been edited to remove personal information please see Community Guidelines]

[BandOfBrothers]

Hello @JamesKirkdene 

I totally understand and appreciate how inconvenient this all must be.

I would suggest to follow the advice already given earlier in your thread by @Mark who is from the Vodafone Social Media Teams to contact them via Twitter DM or Facebook messenger and or follow his advice to carry out a sim swap which can be performed in a Vodafone Highstreet Store ( take some ID  ) or ask Vodafone to send you a Blank Sim Card so you can perform this swap at home using the online Swap My Sim Tool.

Unfortunately account access isn't available via this forum which is why they can't help you from here.

I wish you all the best with this situation. 

[JamesKirkdene]

Judging by the time stamp I doubt. (and hope) that this is not a response to my last message (of 13/11/2021 05:28)

Any limitations within Vodafone's internal customer fault remediation systems are not my problem. And not the problems of any customer.

[JamesKirkdene]

Oh... and as a PS to my initial reply to you — In addition to the "SIM not provisioned message" The phone has notification "Emergency calls only".   So I'm assuming that the SIM itself is perfectly functional if it can reach the network for emergency calls.

[AnnS]

@JamesKirkdene   You need to go back on your previous reply, select the arrow at the top right and edit the mobile telephone numbers on your post.  This is a public forum and anyone can access it, If you like SPAM just leave the numbers where they are.

No.  It is the law that phones have to be able to make emergency calls without a SIM card, the phone will connect to any signal available including other networks when calling the emergency services.

SIM not provisioned means the SIM has stopped making a connection to the network, if you have service using the temporary number, it sounds like a SIM error. You can order a replacement SIM here: Order Replacement SIM 

You can speak securely to the Social Team by following this link: Contact Us 

[JamesKirkdene]

So just for the record, are your telling me that your (or rather Vodafone's) position is, that...

Though I have a record that I complied with my side of contractual obligations... and now having purchased a new £10 (non-network-transferable) voucher on the assumption that my normal Vodafone service is operable... and finding it is not operable... and through no fault of mine... 
and with a very good modern Xaiaomi phone in perfect working order on which I had previously purchased a Vodafone SIM card — that was installed on the phone at a Vodafone shop (Silverburn Glasgow) and -had previously- been functioning perfectly—...
and just recently that Vodafone SIM card stopped making a connection to your (Vodafone's) network... For a reason that you Vodafone are for no reason provided unwilling to fault find or fix... But, as you have indicated was likely deactivated on the network by Vodafone (for no valid reason)

and after I have already spent hours on trying to navigate Vodafone's appalling "No easy access to human voice interaction"  system...

——The problem is my fault?   ——
So Vodafone says they cannot re-establish a network connection to the SIM I purchased from them and operated according to the T&C's?  And that, in effect, Vodafone refuse to try to fix the problem that seems to be their fault?  ...  That they say the solution is that I have to waste hours more of my time... and my money to source/purchase and fit another SIM card?

I hope you understand why I'm increasingly angry at this. And though it will waste even more time and cause me more hassle - Please note this as a formal complaint.  And I will pursue it to OFCOM if necessary.  Just re-instate my blooming SIM card on your (Vodafone's) network please.