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Level 2: Rookie

Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

Answered

Just checking to see if I've jumped the gun all,

 

Our family has an iPhone 4S that has been used sans-sim for a while on Wi-Fi for the kids to use for entertainment.

 

It was on-contract and since been replaced with iPhone 5S a long time.

 

We decided to give our daughter a pre-paid sim for her birthday and thought we could just put the sim in the phone, register online and expect within several hours for the phone to just start working with the new number.

 

Indeed the registration went ok and I also changed settings within the phone to do with the iCloud setup, added new icloud account as family member, child etc etc etc.

 

The new sim is showing Telstra 3G at the top left of screen and yet the Telstra 24/7 app doesn't want to detect the Sim/service.

 

Would this be because the service is not activated yet?  I thought maybe the Sim would work for Telstra 24/7 so I could get some feedback on whether everything was configured right prior to the full activation.

 

Clearly activation has not gone through as I get the "This number is not connected" when I dial it and the phone won't dial out - similar message.

 

Being a birthday present and wanting to ensure minimum delay and disappointment I took the phone into the Telstra shop earlier today after several hours of no activation and was told it was in the system and all looked ok and it could take a few more hours.

 

I suppose it could take overnight or longer but I wanted to check that I hadn't missed some aspect of configuration or need to unlock the phone or something?  Surely as it was a telstra post-paid/out of contract phone it should just accept the new sim?

 

I know the change to "my number" doesn't have an effect on the sim/service itself but I have been carefully through all the settings and can't see anything else I should look at.  What do you reckon?  Just hang in there and if it's not working in the morning 24 hours after registration take it to the shop again?

 

Thanks for any advice all,

W

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

Hey there CoolingJets,

New activations can take a day to get completely processed. If in the morning it is still not working, try turn the phone off and back on again and see if that helps. If that doesn't help, again it might be worth going into settings>general>reset>reset network connections which will cause the network settings to repopulate and can help with fixing kinks in the system.

The 24x7 app will not show the service until such time as the service has completely activated as well.

As far as the phone, those phones were locked but they will work with a Telstra prepaid SIM without a problem.

If it doesn't work in the morning you could try the store again, however the can be limited in what they can do with pushing through service activation and you might have more luck getting it resolved by the pre-paid team (on 132200 and say "prepaid") as they can access the dedicated prepaid system and assess the situation a lot better than a general store agent would be able to.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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10 REPLIES 10
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Level 20: Director

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

Hi, @CoolingJets.

 

Thank you for posting.

 

You certainly have gone through all the correct steps but sometimes it takes a little time for activation to complete. System issues can delay mobile services from being activated within the expected time frame. I'd just wait and the service will be up & running before you know it.

 

Kind regards,





Hit the Kudos button if you have found my contribution helpful and please mark Accepted Solutions where applicable.

Other than being a customer, I have no affiliation with Telstra Corporation Limited, and all opinions expressed are solely my own which may not necessarily be mirrored or endorsed by the company.
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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

Hey there CoolingJets,

New activations can take a day to get completely processed. If in the morning it is still not working, try turn the phone off and back on again and see if that helps. If that doesn't help, again it might be worth going into settings>general>reset>reset network connections which will cause the network settings to repopulate and can help with fixing kinks in the system.

The 24x7 app will not show the service until such time as the service has completely activated as well.

As far as the phone, those phones were locked but they will work with a Telstra prepaid SIM without a problem.

If it doesn't work in the morning you could try the store again, however the can be limited in what they can do with pushing through service activation and you might have more luck getting it resolved by the pre-paid team (on 132200 and say "prepaid") as they can access the dedicated prepaid system and assess the situation a lot better than a general store agent would be able to.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

View solution in original post

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Level 7: Deputy Inspector

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

Hi, try checking the the APN in your mobile settings it should be. Telstra-wap or yesinternet.  

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Level 2: Rookie

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

Yes Telstra-wap - I checked against my other phone and automatically picking up Telstra as the carrier - oh, and mobile data is on (for now at least until we give to the 11 yo lol)
Thank you for the suggestion.
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Level 2: Rookie

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

Thank you Tezz, I appreciate the quick reply.
W
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Level 2: Rookie

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

OK, turning off and back on this morning and then resetting network settings has not changed anything so I'll call for help.

 

Thank you all for the fast, informative and courteous replies!  Great community support, much appreciated.

Will

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Level 2: Rookie

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

OK, the agent couldn't make it happen like they thought they would be able to at first. Apparently there was an order in the system from my online activation that was still "processing" and another one seemingly never queued or submitted from the Telstra store and she couldn't get the first order to complete so a ticket is being raised.

 

I have been told to wait just another 24 hours please.

 

Well my 11yo is being very patient but tbh I am surprised that a pre-paid on a reasonably modern phone from the same carrier is so problematic - but then again with these things they either work or they don't right?  If it doesn't go pretty much as advertised something has gone wrong that will take extra time, so I'll sit it out and keep my fingers crossed.

 

Cheers,

W

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

Occasionally orders do encounter an error where they will not complete in the CRM but they have a webform they can submit which does to a specialised back of house team who are able to push the order to a completed stage. Sounds like that is what she has done, by the fact it was getting reception already my guess is that it was in one of the last stages which should hopefully mean this does the job.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Highlighted
Level 20: Director

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

Hey, CoolingJets,

 

It's frustrating isn't it? Unfortunately, that's the beauty of modern technology, as things become more advanced, they also become more complex, which can sometimes mean 'trickier' to function as intended. I say bring back carrier pigeons 🐦. At least they were reliable when not intercepted by the neighbour's ferocious feline 😺.  

 

Kind regards,





Hit the Kudos button if you have found my contribution helpful and please mark Accepted Solutions where applicable.

Other than being a customer, I have no affiliation with Telstra Corporation Limited, and all opinions expressed are solely my own which may not necessarily be mirrored or endorsed by the company.
Highlighted
Level 2: Rookie

Re: Post-contract Telstra iPhone 4 new Telstra pre-paid sim taking forever to activate

Well this is indeed turning out to be a frustrating one.

 

Yesterday's promise that another 24 hours would 'probably' do it fell through this morning when, after ringing another agent on the activation number I was told that the original order had not progressed at all and that there was nothing that they  could do to inform me of the queue or progress in the escalation job - except wait another 24 hours.

 

When pressed I was advised that really the best thing to do would be to buy another sim card from a telstra shop and "if there is any credit remaining on the current one they can transfer it" - lol - obviously all the credit is remaining because it hasn't even been activated yet!  I don't mean to take a cheap shot, because heaven knows I can't imagine what that job is like to handle with an even temper when answering one frustrated customer after another - each with more or less patience and courtesy threshold than the other.

 

 

I will have to go to a telstra shop tomorrow and sort it out with a new sim - probably a $2 one and get them to activate it instore and then still wait for the activation to go through.  

 

At any rate the 11yo is being very mature and patient about it but it's her birthday party tomorrow night and I really thought I could have expected to have had it sorted out by then.

 

You are right Tezz - these tiny, supercomputer **bleep** two way radios we take for granted now are unbelievable pieces of wizardry so nevermind - my main reason for this thread was to ensure that I had done everything I could do to expedite the transaction and with the exception of more going to the shops and so forth, at least with respect to the phone, I have.

 

Thanks for all the assistance guys.

 

W

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