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SIM not working

  • 27 September 2021
  • 13 replies
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Hi all, 

 

We've recently migrated from Virgin to Koodo, and someone else (not me) went to the kiosk to buy the SIM cards. The phones keep saying that SIM card is not supported, and there is no technical assistance number for new customers to call, can someone assist with this issue?

Thanks!!

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Best answer by Dinh 28 September 2021, 03:57

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13 replies

Userlevel 7
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Was the porting process done at the kiosk as well?

yes, I think 1 was, and there is another that needs to be, per the kiosk guy. My previous Virgin SIM will work in the phones, so it appears to be an issue with the SIM, but I’m not sure what

Userlevel 7
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If you saw the message “sim card not supported” when you put the Koodo SIM into the phone, your phone was likely locked to Virgin Mobile. You would have to contact Virgin and ask them to unlock for you. It should be free of charge by regulations.

 

Hi Dinh,

 

Thank you for your response, it was initially locked to Bell, who have unlocked it, and the message is the same on the other phone, and I have not inserted the Virgin SIM into that one, so it’s not the issue with Bell or Virgin, there’s an issue with Koodo.

Userlevel 7
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Hi Dinh,

 

Thank you for your response, it was initially locked to Bell, who have unlocked it, and the message is the same on the other phone, and I have not inserted the Virgin SIM into that one, so it’s not the issue with Bell or Virgin, there’s an issue with Koodo.

Not really sure if you checked the unlocked status yet. Was it an iPhone? If it was, Can you go to settings » about » carrier lock. What did it say there?

Hi Dinh, 

 

Thanks again for responding, but I can’t get to the settings at all. The farthest I can get is choosing the wifi, from there the phone informs me that the SIM is not supported. Any other tricks I could try?

Userlevel 7
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Hi Dinh, 

 

Thanks again for responding, but I can’t get to the settings at all. The farthest I can get is choosing the wifi, from there the phone informs me that the SIM is not supported. Any other tricks I could try?

Which phone was it? 

iPhone 6

Userlevel 7
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Which iOS is the phone on? Was it ios14? Or still ios 13?  Apple mentioned if you are on 13 or earlier, you might have to reset the device to its factory settings or restore its from a backup to unlock the iPhone. https://support.apple.com/en-us/HT201328 I think if you still see the message, the phone might not been unlocked properly. Bell and virgin mobile are from the same company though. If possible, I recommend you test out with sim from another carrier besides Koodo and see if the problem was from the phone or the SIM.

Hi Dinh, 

You’re so helpful, and your suggestion yesterday led me to rethinking the game plan. I hooked the phones up to iTunes, and had iTunes update from the original os 9.2.1 to 12.5.5. I hooked them up again to iTunes today and got this message, so I’m really not sure where to go from here, so any other ideas are most welcome!!

 

Userlevel 7
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Hi Dinh, 

You’re so helpful, and your suggestion yesterday led me to rethinking the game plan. I hooked the phones up to iTunes, and had iTunes update from the original os 9.2.1 to 12.5.5. I hooked them up again to iTunes today and got this message, so I’m really not sure where to go from here, so any other ideas are most welcome!!

 

Is your iPhone locked? That may be the reason why the error message is popping up on the screen. https://support.apple.com/en-ca/HT201328

You have to contact Bell or Virgin Mobile and ask them to unlock your device. They will need to reach out to Apple directly to make the request before you can properly use the device with your Koodo SIM card. 

Userlevel 7
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Hi Dinh,

 

Thank you for your response, it was initially locked to Bell, who have unlocked it, and the message is the same on the other phone, and I have not inserted the Virgin SIM into that one, so it’s not the issue with Bell or Virgin, there’s an issue with Koodo.

Are you sure it was unlocked? Looks to me that it’s not unlocked. 

Hi everyone!! 

 

So it did eventually get unlocked, so thank so much Dinh!! It was an issue that Bell had, I think there might be a superficial unlock and a deeper unlock, and that had to be done as well, so for anyone else with this issue, stay on the phone with the initial carrier, and ask to speak to the technical department yourself, rather than just rely on the word of customer service!!