Highlighted
Level 2: Rookie

Sim card has stopped working but I need my old phone number

Answered

My pre paid sim card randomly stopped working, tried it in multiple phones it is confirmed the sim card. 

 

I got a replacement sim and tried setting it up and transferring my old phone number which I need to login to all my accounts for everything as I have 2fa setup. but to get my old phone number transferred I need to verify a code that was sent to my old phone number???? 

 

I get that it's to keep everyone safe but would it not be assumed that if someone is replacing a sim in the first place that maybe they don't have access to their mobile service?

 

Anyway i've switched to vodafone because it's been about a month now since my sim stopped working and telstra just doesn't want to reply to me I guess but I still really need my old phone number to login to my accounts any suggestions?

1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Sim card has stopped working but I need my old phone number

Hi directdonkey3,

 

The quickest way to get your SIM replaced is to visit a Telstra store.

They use a blank SIM and transfer your Account (mobile number and Pre-Paid plan) onto it.

 

It's free of charge and doesn't take long to do.

https://crowdsupport.telstra.com.au/t5/accounts-plans/sim-card-sizes-and-replacements/ta-p/610455

 

You can also request a Replacement SIM in the My Telstra App. 

In the Services tab press on the Pre-Paid service then scroll down to "Request a Replacement SIM".

 

You could also use the Messaging feature in the My Telstra App on your mobile phone (blue icon in the Get Help section, bottom right of the screen).

I am NOT a Telstra employee and never have been. However, I AM a customer who volunteer's my time in the hope to help someone with their question.
To show your appreciation to myself or another member, please click on the LIKE or mark as a SOLUTION for any post that you have found helpful on this forum.

View solution in original post

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
3 REPLIES 3
Highlighted
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Sim card has stopped working but I need my old phone number

Hi directdonkey3,

 

The quickest way to get your SIM replaced is to visit a Telstra store.

They use a blank SIM and transfer your Account (mobile number and Pre-Paid plan) onto it.

 

It's free of charge and doesn't take long to do.

https://crowdsupport.telstra.com.au/t5/accounts-plans/sim-card-sizes-and-replacements/ta-p/610455

 

You can also request a Replacement SIM in the My Telstra App. 

In the Services tab press on the Pre-Paid service then scroll down to "Request a Replacement SIM".

 

You could also use the Messaging feature in the My Telstra App on your mobile phone (blue icon in the Get Help section, bottom right of the screen).

I am NOT a Telstra employee and never have been. However, I AM a customer who volunteer's my time in the hope to help someone with their question.
To show your appreciation to myself or another member, please click on the LIKE or mark as a SOLUTION for any post that you have found helpful on this forum.

View solution in original post

Highlighted
Level 2: Rookie

Re: Sim card has stopped working but I need my old phone number

I tried calling, messaging on the app and requesting a replacement sim but somethings wrong with my account and it wouldn't let me but yea i think i'll just go into the store and try that, thank you

Highlighted
Level 23: Superhero
Level 23: Superhero

Re: Sim card has stopped working but I need my old phone number

You'll need to take some ID with you to prove that you're the owner of the Pre-Paid service. 

 

I've had my Pre-Paid SIM replaced in store twice over the year's.

It took less than 5 minutes for them to transfer my service to a blank SIM. 

It took 1 hour the first time for the new SIM to work...the second time it think it was maybe 4 hour's before it was working. 

 

I've also been into a store with my sister when she got her SIM replaced...her's was working when we left the store. 

I am NOT a Telstra employee and never have been. However, I AM a customer who volunteer's my time in the hope to help someone with their question.
To show your appreciation to myself or another member, please click on the LIKE or mark as a SOLUTION for any post that you have found helpful on this forum.

My Telstra

View balance, detail usage, change offers and recharge with the My Telstra app.

Find out more