I can't activate a Catch Connect SIM. Neither app or online works. Contacted them and they didn't have an answer as to why. Just escalated to their tech guys to look at. Been trying for a couple of days. It was from the $109 deal. Anyone else have a problem with this?
Possibly it cannot connect to the network..
How old is your phone?
Is it an old 3G phone or early 4G phone.
Neither of these will work from September. (in know its still August)
https://www.optus.com.au/support/mobiles-tablets-wearables/i…
Or is it an el-cheapo network locked phone?
Brand and Model number of phone would be very helpful
Try activating the SIM in another (newer) phone.
Also ensure name and date of birth are 100% identical if transferring number from another provider
I feel a bit cruel down voting a possibly helpful post, but really you sound like 1st tier support.
Nearly all of your possible causes would result in an error message detailing the reason.
I've also encountered this since trying to activate yesterday afternoon. I'm still waiting for the tech support escalation to happen, which I was told might take 24-48 hours…
I was told pretty much the same. Online chat guys had no idea why it's not working.
Wow I activated yesterday morning, went through immediately. I rued the loss of one day of my previous plan, but glad I didn’t risk it.
Hang on, OP said they’d been trying a couple days which precedes my successful activation. Were you porting as well? From Optus or non-Optus network?
I just got an update from chat support.
"Our technical team has advised that this issue is currently being investigated - further updates will be provided once the issue is resolved."
It's almost 48 hours since escalation, and still no word from the tech support team. The unhelpful chat support person couldn't give me any useful insight.
Apparently 24-48 hours is only the typical response time. They could not give any worst case scenario time frame…
I also asked if I can be guaranteed a full refund after 48 hours, but they said that's a different team and couldn't help me…
Getting more than frustrated now!
Just for more shits and giggles, I thought I'd ask for clarification about the refund process. Again, they gave zero useful information.
They said I can escalate to the payment team to ask for a refund, but it is up to them whether that is possible or not. They really have no clue about customer experience…
Still no response from tech support, and activation still failing…
As I needed to port before Monday, I went and bought the cheapest monthly sim on special at the shops, and now I'm setup on Lebara for a month. It took around 15 minutes to port, just like how it's supposed to work!
I'll try again to port to Catch in 28 days.
@deeevan: The error is with the sim card number. It doesn't get as far as the porting information, so it doesn't matter which provider you're currently with.
@gameon180: I got an email this afternoon to say my issue has been fixed. I guess I'll find out in a few weeks time when I try again.
Contacted them again this morning. They still say 24-48 hours before I receive a response. Again told there is a problem but not what the problem is. Shit service.
Hey everyone. I refunded my sim card as they could not activiate it for over a week. They said its a Company wide issue. No one can activate.
Not sure how they can acutally still sell the sim cards.
Had a couple of goes at it on Thu/Fri and made varying progress. One attempt made it as far as entering my number to port from (with the app). Most attempts failed after identity confirmation.
My previous service expired last week (way riskier than I want to be with my main number) and was expecting tech to escalate and have a reply over the weekend — given there's been nothing for me, I'll be looking for a refund.
Had similar issue a couple of months ago, porting from Boost, nothing happened for a long time, went ballistic on calls with them, eventually after 1.5 days they finally got it going.
Got 10GB of data as compensation, but only after requesting SOMETHING for wasting my time.
Once it got going, been pretty ok.
Nothing for me either. Called them again today. Got offered an extra 8GB. So what's an extra 5GB worth, if I have nothing to start with!
Checked a couple of times today and just now, and looks like the activation service is back up. Able to continue my process and submit the transfer without a hitch.
Finally activated mine at 4.30PM today. Just waiting for it to start working now.
I knew there was a Catch to that deal…. 😲