SIM card Registration Failed

[very_perplexed]

I have a PAYG phone with credit on it that was working fine last month. Today when I switched it on, it came up with a SIM card Registration error. I had an online chat with somebody from Vodafone who proceeded to state that the account was suspended because the phone has not had any outgoing use for 90 days. Trouble is that the there has been outgoing, in the form of text messages, use of that phone in the past 90 days.

I thought Vodafone's policy for PAYG disconnections was 180 days + 90, and this phone has definitely being used in the past 270 days.

Vodafone disconnecting phones in the middle of the current crisis is not very helpful.

[BandOfBrothers]

Hello @very_perplexed 

In the Vodafone Payg Terms-and-conditions it stipulates what you say.

i.e 

The only other reason why Vodafone would consider stopping an account is their fair usage / acceptable usage policy and or if they feel the sim was being used for commercial usage.

Terms-and-conditions/consumer/mobile/pay-as-you-go/acceptable-use-policy. 

You mention the sim was used to send text messages. Was this lots of text messages ?

I can only suggest to speak with the Vodafone Social Media Team via Contact-us-for-account-specific-queries to see if they can intercede.

The other option is the complaints procedure 

If not then you'll probably have to start again with a new Vodafone Payg sim card and new account. 

🌈 Stay Safe  🌈 

[very_perplexed]

Thanks for the reply much appreciated. It would not have been many messages, this is an emergency phone.

Vodafone may have suspended and quarantine the phone without sending a message notifying me that the phone had to be topped up or I should have made chargeable usage - i.e., outbound - otherwise it would be disconnected.

The fact that Vodafone is disconnecting phone in the middle of the current crisis, when we are all in lockdown and all the shops are closed, is a little disturbing.

[BandOfBrothers]

You're very welcome @very_perplexed 

We've seen a few similar posts in the past in regards to a Payg Account's being closed.

It isn't advisable for anyone to rely on a text coming from Vodafone to pre warn them this is going to happen. Sometimes texts don't reach a person for various reasons.

As you state you have used the account then it's perplexing as to why they have closed the account.

Could be a system glitch !

As I suggested please do contact the Vodafone Social Media Teams and they'll take another look for you even though in your opening post that a Vodafone Agent has advised it has been closed.

We here are fellow customers just like you with no account access so can only surmise what's happened.

🌈Stay Safe  🌈 

[AnnS]

Yes @very_perplexed 

However, it has not been proved that Vodafone have disconnected the SIM, it may be a SIM or phone error, this was the reason I suggested trying the SIM in an alternative phone (if possible).  All these things were so easy when stores were open, we could just pop in an get immediate face to face support and a SIM swap done.

I understand the phone is kept for emergencies but there has been chargeable activity and the SIM should not have been disconnected.

[very_perplexed]

Thanks @AnnS

When the phone is called from another mobile phone number I hear 2 bleeps, similar to old engaged tone, and it then disconnects, it does not go into voicemail.

Unfortunately no other phone fits that SIM card.

The customer service representative I chatted with yesterday was sure it had been suspended and quarantined. I did find her particular helpful, as her only 2 suggestions were to go to the shop, which is of course closed, or get a new SIM with a new number.

I will try the social media.

[AnnS]

Hi @very_perplexed 

That is extremely unusual, when a PAYG SIM gets connected for non use, it doesn't happen all at once, you are generally able to receive but unable to call out before losing all service. A top up usually solves the problem.

Vodafone have certainly been quick to cut off your SIM and certainly not fair. By coming to the forum you have found the best place to get this solved and your number reconnected.

[BandOfBrothers]

Hi @very_perplexed 

The Vodafone Highstreet Store certainly could of helped with a Sim Swap to move a mobile number and tariff from one sim card to another but as your number is disconnected and quarantined they wouldn't have been able to help.

They would have instead supplied a new payg with new mobile number.

I agree please do use the Vodafone Social Media Teams via the link I added in the first reply and they can certainly help to officially clarify about your current Payg account.

They'll also be able to send you a new Payg Sim with a new number or you can use the Vodafone online page to order a free one to be posted to you.

Vodafone Free Payg Sim Card. 

I wish you all the best with this situation. 

🌈 Stay Safe  🌈 

[very_perplexed]

Hi,

On social media Vodafone has stated that they cannot access the account because it has not security on it and have send a form to reset security.

They have also implied that the number can only be recovered if the SIM has been used within the last 90 days. The SIM was used February/March 2020 for incoming traffic - i.e., less than 90 days ago.

How does this sound?

[AnnS]

Hi @very_perplexed 

Although the SIM has been used for outgoing within 90 days, to keep the SIM active there has to be chargeable outbound activity, it's the only way Vodafone are able to know that the SIM is still in use and active. If you haven't made outbound chargeable activity, it may the reason Vodafone have stopped service to the SIM.