SIM Card | Troubleshooting

Published on: 25/09/2026 02:08 PM

This article contains steps to identify and resolve issues with your SIM card.

Before you begin

If you have a reissued SIM card which is not made 'available for use' by us, then that SIM card will not get a network signal.

If a PUK code is entered incorrectly multiple times, your SIM card will be permanently blocked (PUK block). When a SIM card is PUK blocked, you cannot access the contacts or information saved on the SIM (on most handsets).

Steps

Issue	Resolution
Handset displays one of the following errors: SOS calls only SIM not found No network	To confirm if there is an issue with the SIM card, insert your SIM in another handset. For eSIM please move straight to troubleshooting. If you continue to get errors on your handset, Test call your number: If the message 'the GSM phone you called is either outside coverage area or switched off', restart your handset If the issue continues, manually select our network If the issue continues you should get a replacement SIM from one of our retail stores. There will be no charge to replace your SIM card
Some functions no longer working on your SIM	Insert your SIM in another handset. If the issue is: Resolved - there is a fault or incorrect settings on your handset Unresolved - Contact us as we will probably need to lodge a fault for you
SIMblocked or reoccurring SIMPIN message	Your SIM is PUK blocked. This can be confirmed by inserting your SIM in another handset. If you have an eSIM you will need to get a replacement SIM card. If the: Same message in another handset - SIM is PUK blocked SIM works in another handset - Handset fault or incorrect settings If your SIM has been PUK blocked, you will need to get a replacement SIM from one of our retail stores.

Support

If you require further support troubleshooting your SIM card, please contact us for further assistance.