Why can't I activate my SIM card?


activate my moto g4 play on Prepaid.  Took rep 2 hours because she kept getting a sim incompatible error.  finally she used a store phone to acticate and then switched the imei on the account to my phone (kept getting sim incompatible error. 2 problems persist with this.  1.)  I have no data at all when on a call (used to drop to 1X when i had this same phone on verizon in february 2.)  i cannot access most the features in my my verizon portal.  (no texting from web, cant look at account, features, phone plan, etc.  They give an Error 119Device and Sim are imcompatible.  the sim was been changed to an NFC sim thinking that this might fix it, but no dice.  Agradezco cualquier tipo de ayuda.

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Re: Actiation hiccup

Community Manager
Community Manager

I regret seeing you ended up spending so much time to get your phone activated and still have trouble with the device, bradtaylor9. The Motorola Moto G Play Prepaid does not currently support HD Voice, which allows both voice and cellular data to coexist at the same time. You can, however, utilize data while connected to available Wi-Fi and on a call. With the additional difficulties you're experiencing, I ask that you reach out to one of our Prepaid Specialists at 888-294-6804 from a number other than your prepaid phone to work with an expert who can access your account and find out what's causing all that trouble managing your services online and the SIM errors. I'm confident they'll be able to find a solution for all your prepaid account needs.


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