SIM card failure

One of the phones on my family plan seems to have a SIM card failure. No idea why, just stopped working. That phone will accept other SIM cards and work fine, and swapping the bad SIM out to another known-working phone gives no service/mobile data. So it is definitely the SIM itself that has the problem.

Can I get help with replacing it please?

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JG5881

Contributor

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77 Messages

22 days ago

Any help please? I need to initiate a replacement order for a new SIM, and as far as I know this is the only method to do so.

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XfinityThomasA

Official Employee

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3.4K Messages

20 days ago

Hello, JG5881! Thank you for reaching out to us here for help with your sim card! To begin, please try the following steps. Turn off your phone.
Remove the SIM card tray using your SIM ejector tool or a paperclip.
Take out the pSIM card.
To find out the tray location on your phone, see support for your device:
Samsung phone
Apple iPhone
Pixel phone
Motorola phone
Look for dust or dirt on the gold contacts.
Use a soft cloth to gently clean the gold contacts.
Put the pSIM card back into the tray, chip-side down.
Insert the tray into your phone.
Restart your phone.
If you’ve cleaned and put the pSIM back in and it still isn’t working, contact us. It may be a third-party manufacturer issue. Xfinity can help you figure it out and replace the SIM card if needed.

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JG5881

Contributor

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77 Messages

Hi, I have done all this, it is definitely a failure on the SIM card itself. I used your "contact us" link and it just tries a generic troubleshooting process. That does not help me, I need a replacement SIM card. What do I do next?

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20 days ago

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XfinityRaf

Official Employee

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1.3K Messages

Thanks for going through those troubleshooting steps. If you could send our team a direct message with your full name and full address, we can work on getting you a new SIM card.

To send a "Direct Message" ("Private") message:

• Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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20 days ago

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JG5881

Contributor

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77 Messages

Just sent message as instructed, thank you.

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20 days ago

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JG5881

Contributor

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77 Messages

I sent a message and the agent I am chatting with is no help. They want me to go to a physical Xfinity store to get a new SIM. When this happened a few months ago with a different phone/SIM, the agent was able to mail me one. That's all I am asking for now. Can someone else please help? My current agent is less than helpful.

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20 days ago

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XfinityThomasA

Official Employee

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3.4K Messages

JG5881 - Our team is here to help. We appriccate the oppurtunitgy to review the options avilable to replace your sim card together. Included below is an article with more information.

What do I do if my electronic SIM (eSIM) or physical SIM (pSIM) card isn't working?

- XfinityThomasA

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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20 days ago

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