Replacement sim show SOS for 8 days

[Lisahong]

<span;>Hi Sheena-AGL
<span;>My son lost his Mobile phone 20.05.2025
<span;>I received 2 new rAGL replacement sims. After AGL Team activated sims and both  show SOS
<span;>I've contacted AGL Technical Mobile Phone Team,12 times,. Followed their repeating  instructions.  I've  also spoken to ALEX & MATHEW (Team Supervisors) fFrom 20.05.2025 to 28.05.2025 my son can not work as his phone number keep show SOS. I URGENTLY need your help ! I couldn't sleep, frustrating and disappointed why take too long to be fixed !  It is 6:42 AM 29.05.2025, I can not close my eyes and keep thinking how to get my mobile phone number BACK.....

[Natasha_AGL]

@Lisahong 
Afternoon, I can't imagine how frustrating this would be for you and your son. I know these days the mobile service is important in everything. 
While I understand the SIM has been showing SOS only, are you able to confirm whether there are any outages in your area? Have you tried placing a working SIM in your son's phone or vice versa to see if either works?
Are you able to confirm the troubleshooting you have done so that we can look into this further for you? 
I am really sorry for the level of experience you have received with us.
Kind regards, Natasha, 
AGL Telecomunications. 

[Lisahong]

Too much to tell.

End up NOT the activated replacement  Faulty. The connection line is cut off.

I have talked to AGL Complaints Team GLENN who has worked out with BARRY Expect Team. And my number works aain 2 hours ago.

I am so pleased to get my number back & I have suffered from frustrating, disappointed & loose hope for 9 long days.

[Lisahong]

9 days suffering 

17 AGL Technical Support calls.

Technical support Team members repeating all basic trouble shooting & I gave nightmare of answering their repeating questions  & following their repeating steps.... take sim out ... put sim back... turn of & turn on .... changed sim to Iphone 11 to Samsung S24.... on so on.... I am really sick of all these steps .... End up the network line problem.... NIGHTMARE.....

[Lisahong]

I also must pay my mobile phone

bill for 9 days which my number is NOT working.... I didn't use it....

[Natasha_AGL]

@Lisahong Afternoon, 
I don't expect myself to pay for something that wasn't usable.  
Please call us on 131245 and we will be able to adjust the bill for you.

Kind regards, Natasha, 
AGL Telecomunications. 
 

[Lisahong]

I did call AGL Mobile billing on 30.05.2025,  he said I still have to pay full bill even I did not use my number for 9 days.

No worries ! At least I get my number back