Community

Haymaj909

Hi everyone. I'm new to this. I purchased a new z5 dual but it seems that I can only use 1 sim. I have tested both sim slots and individualy each works fine, but whenever i put 2 sims in. I can only use 1 sim. The other does not seem to work at all. I purchased the phone brand new from abroad so can't return it. Any ideas on fixing this?
Regards
Hay.

Uliwooly

@Haymaj909

could you test it in safe mode ? just to clarify, both SIM cards work fine, independently, but not when both are inserted?

YoGem

Is it also possible that the dual sim settings are set that you use by default only one of them?

If you have two sims you can access the dual sim menu and check the configuration parameters and adjusting them accordingly, mind also that for data connection you can use just one designated sim, not both of them.

Didrik

Hi @Haymaj909,

As previously suggested in this thread, does this happen while your device is rebooted to safe mode?

Just to make sure, when you insert a second SIM, is it completely deactivated? Or is it for a specific setting the second SIM is not working? Check under Settings > Dual SIM to make sure that both SIM-cards are activated.

Keep in mind that only one SIM-card can be used for mobile data.

Haymaj909

Thank you everyone for your responses.

@uliwooly yes, both sims work when only one sim card is inserted. When both sim slots are occupied, one sim card works fine, the other shows that there id a sim inderted. But the network has no reception bars 📶 and when I go into dual sim menu, it states that "number is unknown"

@yogem looking back. I think this is a dual sim phone, but being marketed and sold as a single sim phone - i think they somehow set it up so that only oe sim can be used. Is there a way to reverse this?

@didrik I have not tried this in safe mode. The phone definitely seems to know that there are 2 sims inserted, but one of them has no 📶 and unknown details when the dual sim setting are opened. If the sim is used on its own in either slot 1 or 2, it works perfectly.

Didrik

@Haymaj909,

If you have both SIM-cards inserted in your phone and go to Settings > Dual SIM and disable one of your SIM-cards, does the other start working directly?

Haymaj909

@Didrik thank you very much for your reply.

I have extensively tried the sims and this is the result.

1) Using a SINGLE sim in either slot 1 or slot 2 - works normally.

2) Using TWO sims, ONLY slot 1 sim works normally. The sim in slot 2 is recognised as being there, I can turn it on or off from Dual sim menu, but at all times it has no reception and I cant use it for anything.

I think the seller has somehow deliberately stopped the phone from being used as a dual sim mobile. Is there a way to undo this?

your help is appreciated

@uliwooly @YoGem

Didrik

Hello @Haymaj909,

Would it be possible for me to collect a bugreport from you? In order to get one from your phone, follow the guide below.

Go to Settings > About phone > Build number, tap 7 times on the build number.

Go back and select Developer options then turn on "USB debugging".

Select Logger buffer size and change it to "4 M"

Restart your phone, then replicate the issue

Go back to Settings > Developer options, select "Take bug report".

When the report is ready you will receive a notification. Tap the notification to share it. I suggest you upload it to Google Drive and then send choose to share a public link to the upload and include the link in the PM. In the PM I'd also like to collect your IMEI-number, you can find out your IMEI by entering *#06# in your dialer.