Contributor
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75 Messages
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?
JG5881
Contributor
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75 Messages
2 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
18 hours 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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