Troubleshooting guide for your GO SIM

If you are having any issues with your SIM, please follow the steps below:

STEP 1

- Ensure that the handset you have inserted the GO SIM into is not be locked to any other network or provider.  If your phone is locked to another provider, you will need to contact that provider to ask them to unlock this before you will be able to use our SIM. 

- Check the SIM has been inserted correctly. The SIM comes in 3 sizes in an easy pop out design, please ensure the size of the SIM you are using is the correct size for your handset. 

STEP 2

- Perform a restart of the handset.  If your phone has a battery which can be removed, please remove and reinsert while performing the restart. 

STEP 3

- Please put your handset into airplane mode, wait 30 seconds and then take out of airplane mode again, this will force your SIM to re-register on the network. 

If you have completed steps 1, 2 & 3 and are still having problems with your SIM, please contact our support team by emailing support@desk-phone.com with the following information.

Please ensure that you send over at least one specific call example so that we can investigate for you. Without all of the information detailed below our technicians will not be able to investigate any faults.  Please provide as much detail as possible as this will help our technicians to identify and resolve the issue as quickly as possible (simply saying 'it's not working' will not help to narrow down the problem). 

Please note that you can copy and paste the below as a template for logging any issues with our support team. 

Details of the issue which is occurring (please include any error messages):
Is this effecting inbound calls, outbound calls or both:
Have you performed a restart of the handset:
Have you placed the phone into airplane mode and then taken back out:
If you have multiple SIMs which SIMs are effected by this issue:

Post Code for the location where the issue occurred:

Call example Inbound (if applicable)
Time & Date of call:
Number dialled:
Number the call was made from: 

Call example Outbound (if applicable)
Time & Date of call:
Number dialled:
Number the call was made from: