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Sim activation issue

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Level 2

Hello TPG

I ported my number from another provider and followed instructions to activate sim. I got a email also yesterday saying sim is activated. However when I changed sim nothing working and just sos call.

I spoke to your tech support and they said we cant fix it??


Could you please look into below matter.
I have transferred my number from Lycamobile to TPG on 28 September 2018. New sim from TPG has been activated but no sim card was detected in my phone. 
Phone: Samsung J7 prime. Unlocked for all network. Other cards are working. Checked in my wife phone but not working. She is using TPG as well.
I have registered complaint on same day. Total 4 times I called technical support team on Friday, Saturday, Sunday and Monday, but no outcome. Last Tuesday(02/10/2018) they told me that they have sent new card on Express delivery but today after one week(6 days) still new card not arrived.

Now I am thinking made a mistake to join tpg.

Can you fix this issue now.


Hi @6342xxx,


Welcome to the community!

I would like to offer our sincere apologies for the inconvenience.

I can see that you have been in contact with our Mobile technical support team who have done all they make your SIM card working.

I sent you the consignment number of New SIM card that was sent last 3rd of October and you can track it by visiting this link.

Let me know how it will go and should you require further assistance.



Level 2

Great... Finally 


Thanks a lot Shane , you are angel for me.




You're always welcome @6342xxx.

In case you will have queries in the future do not hesitate to create a thread here in our community.


Level 2

Hi Shane,


I go another problem.


I am not able to receive any incomming call or text messages.


Its says incomming call restrictions....


Could you please look in to it.


Thank you



Hi @6342xxx, we can see that you have requested to activate the call diversion and this is possibly causing why you are unable to receive incoming calls. Here's a step on how to deactivate the call diversion. You may also visit the link below.


Call Diversion/Forwarding


Step 3. To deactivate diversion - Enter in #67# and press the Call button.


We have also made a network refreshed and please check if you are now able to receive text messages.


If you are still having issues, please PM us your best contact number and most convenient time to receive a call for troubleshooting.