Unable to activate replacement SIM card

[Tbenny]

My SIM card just stopped working yesterday.  Phone went to SOS. After hours using the chat bot, ordered a new SIM, assuming my old one just quit.  Got the new one today (after paying $15 to have it overnighted) inserted it, my phone can read it, but it wouldn’t activate with Verizon. 

I went online to activate it, but it will only do if you can receive a text message!  My phone is on SOS and can’t receive anything.  I chatted with the bot more, searched the online for answers for hours.  Finally gave up and called - I have been on hold now for 3 hours so far today and STILL haven’t spoken to a human.  I’m very disappointed with the service.  

[vzw_customer_support]

We hear you loud and clear, and we will be glad to help you fix this issue. We sent a Private Message to assist you. 

~Geo

[vzw_customer_support]

We're sorry to read about the issue with your device. Was there any change to the device before this issue started? Is the device on the latest software? ~Peter

[Tbenny]

None. It was just sitting on my desk next to me and a message popped up saying ‘SIM Failed’.  I tried to clean it with rubbing alcohol and tried again got the same message.  Tried again this am and same message. 

when I insert the new one, my phone registers it - I can see all the info in settings- general- about. It shows the right sim number, and carrier as Verizon.  But it tries to activate but I get a message ‘unable to activate- contact your carrier’

[vzw_customer_support]

Thank you for this information. Is this for postpaid or prepaid service? Have you tried resetting the network settings? ~Peter

[Tbenny · Accepted solution]

I finally got it working. For future reference, I got a physical sim and the automated services I used on Verizon.com and via phone assigned instead an eSIM.  My phone wanted to use the physical sim vs the eSIM and kept getting confused and failing during activation.

I reset my network settings and then inserted the physical sim so I could call Verizon and have an eSIM pushed to my phone.  Before running the pushed program to activate the eSIM on my phone, I turned it off, removed the physical sim, and turned back on.  Then I ran the program to activate the eSIM.   It’s working now. 

[vzw_customer_support]

We are glad to learn that your device activation was successful. If you need additional assistance, let us know. We'll be happy to help.

~Maria