Incompatible SIM-Moto G6 activation with CDMA SIM from MOTO X


#1

What phone do you have? G6

What plan are you on? CELL, TEXT + 1GB DATA

Does your plan include data, or just talk & text? BOTH


Issue Description

MOTO X PURE EDITION WI-FI intermittent. Bought Moto G6 XT1925-6 from Amazon as they were out of stock from RW. Upon activation got error INCOMPATABLE SIM. Went and searched troubled shooting problem.

Opened help ticket #1406146 gave all info on phone ID and sim as was stated in directions.
24 hrs later no help so off to the forums I go.


#2

The solution to moving a CDMA SIM to a previously unactivated phone requires support to send you a GSM SIM to activate in that phone, and then have you move the CDMA SIM (if the same type of CDMA SIM). In this case, the Moto X Pure uses something called a CSIM, while the G6 uses something called an ISIM. So, that means that TWO new SIM cards need to be sent to you.

Is your old phone no longer working?


#3

Wi-Fi died have other phones.


#4

I’ll ask support to please take a look at your ticket.


#5

My wife thanks you for the replies, her phone was the one that died. Handling withdrawals better than I thought.


#6

Support told me to order Sim activation kit. Ordered & Paid $9+ but had no provisions to get the phone to CDMA. Am I going to get a chip that works???


#7

Hi @moose26,

I will take a look at your ticket to get this squared away.


#9

Received sim kit. went through activation screens, sign in choose phone # etc. activating screen came up takes less than hour received email saying activated at 1:36PM But phone still not activated. Wife had old phone on at that time, off now HELP


#10

Hi @moose26,

What happens if you reboot the phone?


#11

On/OFF nothing different


#12

Thanks for trying that. I’ve let our technicians know you are awaiting their attention in your ticket.


#13

KAYCEE Thank you for the great fix. Southpaw & Louisdi Thanks for the assist.


#14

You may want to give Kudo’s here.


#15

Can you share if you were asked to do something on the phone to resolve the issue or if it was something on the Republic end?


#16

Hi @louisdi,

A manual fix server-side was required and Kaycee handled it with great skill.


#17