Request a cellular SIM disconnect reconnect

A disconnect/reconnect is a service provisioning action that results in a SIM disconnecting from and then reconnecting to the network. This forces the SIM to establish a new connection. You can perform this action to refresh the SIM's session if it is experiencing connectivity issues.

Request a disconnect reconnect

1. Select an active SIM.

• To select a SIM from a list, on the main navigation panel, select SIMs, select a status, and then select a SIM from the list.

• If you know the SIM's ICCID, or MSISDN you can use the Search bar.

Result: The platform displays the SIM management page, Details tab.

2. Select the Troubleshooting tab.

Result: The platform displays the Troubleshooting tab.

3. Select the Disconnect/Reconnect button from the Troubleshooting panel.

Result: The platform processes your request and displays a confirmation message.

Tip: We recommend that you allow between 24 and 48 hours for the network operator to process the request.

Note: If the action does not resolve the issue, we recommend that you reboot the device.