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Unable to Upgrade from old global SIM to LTE

CapnCrunchCapnCrunch Posts: 3FreedomPop Newbie
edited November 2018 in Plans and Services #1
I have tried to upgrade online, but when I try the "I ALREADY RECEIVED NEW SIM (UPGRADE NOW)" button is gray and I cannot click it.

I have the new SIM with me but unable to use it yet because of this.
Post edited by CapnCrunch on

Answers

  • AngiePAngieP Posts: 290FreedomPop Newbie admin

    I have tried to upgrade online, but when I try the "I ALREADY RECEIVED NEW SIM (UPGRADE NOW)" button is gray and I cannot click it.

    I have the new SIM with me but unable to use it yet because of this.

    Hello CapnCrunch!

    Thank you for contacting FreedomPop. We're sorry to learn you're experiencing problems when attempting to migrate your Global account to LTE. An email notification was sent to our customers informing them about the transition to LTE. On the notification sent, there's a link that allows you to start the migration. Can you please confirm if you have attempted to start the process from the link on the email?
  • CapnCrunchCapnCrunch Posts: 3FreedomPop Newbie
    When I originally clicked it, it sent me to a page with a link at the top which when i clicked sent me here:
    https://my.freedompop.com/phone-numbers/service-upgrade

    But on that screen, it has the option "I ALREADY RECEIVED NEW SIM (UPGRADE NOW)" grayed out so I cannot click it.
  • kaddikaddi Posts: 1FreedomPop Newbie
    Hi, I have the same problem. I wanted to activate my new sim card while keeping the old number bit it wouldn't let me do it (grey button).them I clocked in the building above and suddenly I ordered a new kit which I don't need.
    So please can you helpe canceling the order plus keeping my old number with the new sim?
  • AlejandraGAlejandraG Posts: 5,123FreedomPop Newbie admin

    When I originally clicked it, it sent me to a page with a link at the top which when i clicked sent me here:
    https://my.freedompop.com/phone-numbers/service-upgrade

    But on that screen, it has the option "I ALREADY RECEIVED NEW SIM (UPGRADE NOW)" grayed out so I cannot click it.

    kaddi said:

    Hi, I have the same problem. I wanted to activate my new sim card while keeping the old number bit it wouldn't let me do it (grey button).them I clocked in the building above and suddenly I ordered a new kit which I don't need.
    So please can you helpe canceling the order plus keeping my old number with the new sim?

    Hi! Can you both please open your internet browser on a PC, while using incognito or private window mode and visit this link:
    https://www.freedompop.com/acct_manage_number/sim_upgrade

    If the issue persists, please let us know
  • blckgrffnblckgrffn Posts: 5FreedomPop Newbie
    I am having the same issue. Incognito, Edge, etc. I still cannot click the button as it is greyed out.
  • AlejandraGAlejandraG Posts: 5,123FreedomPop Newbie admin
    blckgrffn said:

    I am having the same issue. Incognito, Edge, etc. I still cannot click the button as it is greyed out.

    Can you please confirm the ICCID number of the LTE sim received as well as provide a screenshot of the error described above?
  • ColinXuColinXu Posts: 1FreedomPop Newbie
    Same problem here. Any solution?Any update?
  • AlejandraGAlejandraG Posts: 5,123FreedomPop Newbie admin
    ColinXu said:

    Same problem here. Any solution?Any update?

    Hi! please open your internet browser on a PC, while using incognito or private window mode and visit this link:
    https://www.freedompop.com/acct_manage_number/sim_upgrade

  • kory esteskory estes Posts: 5FreedomPop Newbie
    I have the same problem, I can visit that link, and I see the button to click "I ALREADY RECEIVED NEW SIM
    (UPGRADE NOW)" but its grey and I cant click it. Please help
  • CarlosGCarlosG Posts: 928 admin

    I have the same problem, I can visit that link, and I see the button to click "I ALREADY RECEIVED NEW SIM
    (UPGRADE NOW)" but its grey and I cant click it. Please help

    Hi,

    We will gladly help you to get this fixed. Please provide us with the last four digits of the phone number associated with the device you are attempting to upgrade as well as the new SIM card's ICCID numbers so we can take a closer look at it.
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