Skip to main content
New Contributor
April 28, 2026
Question

sim

  • April 28, 2026
  • 5 replies
  • 42 views

Hi, 

 

my switch happened today, I chose to keep my old number. I got the message from my old provider saying that they had deactivated my account and to switch my SIM card. I have done this and my phone number is not working (neither the old one I wanted to keep or the new one provided). I am unsure of what to do?

    5 replies

    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    April 28, 2026

    Hi ​@Carr09,

     

    I'm really sorry to hear you're experiencing issues with your services. Please try the steps below, depending on the type of phone you have: 
     
    For Android:

    • Open Settings
    • Tap General Management
    • Tap Reset
    • Select Reset network settings

     
    For iPhone:

    • Go to Settings
    • Tap Phone
    • Tap My Number
    • Delete the old number
    • Enter the new number
    • Tap Save

    Then follow these steps to refresh iMessage:

    1. Go to Settings
    2. Tap Messages
    3. Turn iMessage OFF
    4. Go to Settings > General
    5. Tap Reset
    6. Choose Reset Network Settings
    7. Once your iPhone restarts, go back to Settings
    8. Tap Messages
    9. Turn iMessage ON again

    Your iPhone should now recognise the new SIM and verify your number.
     
    Regards,
     
    Gemma M
    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Carr09Author
    New Contributor
    April 28, 2026

    But I want to keep my old number? It was supposed to be transferred today. I used a pac code

    Owethu M
    iD Mobile Employee
    iD Mobile Employee
    April 28, 2026

    Hi ​@Carr09

     

    Please be advised that the transfer can take place at any time up until 10:00pm today.

     

    During the switch, there may be a brief period where your service is unavailable, and you could temporarily lose signal just before your number fully moves over.

     

    This is normal during the porting process, and service should resume once the transfer has completed.

     

    Owethu

    Carr09Author
    New Contributor
    April 28, 2026

    Is this also the reason I can’t log into my account?

    Gemma M
    iD Mobile Employee
    iD Mobile Employee
    April 28, 2026

    Hi ​@Carr09,

     

    That is correct yes. When the transfer completes, you will receive a text to be informed. Thereafter, you can register using your desired number. 

     

    Regards,

     

    Gemma M

    The iD Mobile Social Media Team

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.