CHAT NOW

Support Home  >  Service Query  >  SIM Card Replacement/SIM Swap

Service Query

SIM Card Replacement/SIM Swap

Scenario


  • SIM is confirmed faulty and needs to be replaced/dead on arrival (DOA) SIM
  • SIM was faulty due to wear and tear
  • Mobile was lost
  • Customer got a new device with different type of SIM

What to do


Process Replacement via My Account

Where to click?


Easy peasy, just click here.

And what does the form look like?


Like this, pretty straight forward, just fill it out as it appears.

Pending Orders


For pending orders where the sim is confirmed lost during delivery, please process a Hardware ticket using below format:

Customer Link:
Service ID:
Service Status:
Name:
Postal Address:
Item to send: Triple punch Sim
Activate Immediately: Yes/No
Cost: $0
Postage Cost: $0.00
Reason:

 

Create a Hardware Ticket

Faulty SIM/DOA SIM


When a SIM is faulty and must be replaced it must be diagnosed as faulty by a member of our team first.

Things to check;

  • Ability to make or receive calls.
  • SIM giving error message.
  • SIM not working in alternate handset (known working on the Optus network).

For DOA SIM cards, we will process the replacement for free.

If the SIM card is faulty due to wear and tear, please advise the customer that the charges apply.

To organise a Faulty SIM replacement please use the following template.

 

To: Hardware requests

Subject: Faulty SIM Swap <Customercode>

Customer Link:
Service Username:
Name:
Postal Address:
Item to send: (Standard / Micro / Nano)
Activate Immediately: Yes/No

Standard Postage + Activation: $10

Express Postage + Activation: $20


Reason:

To: Hardware requests

Subject: DOA SIM Swap <Customercode>

Customer Link:
Service Username:
Name:
Postal Address:
Item to send: (Standard / Micro / Nano)
Activate Immediately: Yes/No

Standard Postage + Activation: $0

Express Postage + Activation: $0


Reason:

Replacement Sim


If a customer decides they want a new sim, or has lost/damaged their existing sim, we will organise a replacement. This is to be organised by a customer service representative.

To organise a Replacement SIM please use the following template.

Charges for this request applies.

To: Hardware requests

Subject: Replacement SIM Swap <Customercode>

Customer Link:
Service Username:
Name:
Postal Address:
Item to send: (Standard / Micro / Nano)
Activate Immediately: Yes/No
Standard Postage + Activation: $10
Express Postage + Activation: $20
Reason:

How to activate the Sim once they receive it?


Before ending the call, ensure that you educate the customer how to activate the service, it has now been made simpler to the customer, all you need to do is to advise the customer to login to My Account and activate the new sim there.

A reminder will appear in My Account once the new replacement Sim has been sent.

Note: If the above option cannot be seen in My Account, approach your TL for the option to be enabled.

Express Post = 1-2 days

Standard post = 3-5 working days

GUIDES

This knowledgebase contains helpful guides which cover a wide range of topics.

CUSTOMER SERVICE

Call us on 1300 303 375 or log in to My Account and request a callback at a time that suits you.

  • 8:00am to 8:00pm weekdays
  • 9:00am to 5:00pm weekends and holidays

All times are Australian Eastern Daylight Time (AEDT)

NETWORK STATUS

Customers experiencing service difficulties should check our Network Status page for known issues before troubleshooting.

BACK TO KNOWLEDGEBASE

CAN WE HELP YOU CHOOSE THE RIGHT PLAN?

Our gurus will help you get started, and happily help you out.

Take a look at our FAQ