topic Re: My sim is a dead sim in Get Support

Need Help

AnekhaU — Wed, 05 Jan 2022 15:41:14 GMT

Just activated my account and made all the payments to only find out that my Sim card is a dead sim, need assistance to get a new sim delivered to me or what is the next best solution? any advice?

Re: My sim is a dead sim

gblackma — Thu, 07 May 2020 00:29:56 GMT

@AnekhaU by dead SIM what do you mean?

Have you activated? And your phone is dead? If so, what's the make and model of your phone?
Are you trying to activate?

Thanks. Stay safe.

Re: My sim is a dead sim

AnekhaU — Thu, 07 May 2020 00:32:13 GMT

Hi There,

So I have checked the phone and everything else and I have checked the sim on other phones as well and the sim just does not work.

Re: My sim is a dead sim

AnekhaU — Thu, 07 May 2020 00:33:07 GMT

And than you for your reply, yes the account has been activated and the money has been deducted from my credit card as well.

Re: My sim is a dead sim

Jb456 — Thu, 07 May 2020 00:35:16 GMT

@AnekhaU what is the make and model number of your phone? Also are you sure it's an unlocked phone?

What does it show on your phone? Anything?

We will still need make/model number of phone to check if it's compatible with Public Mobile. Thanks

Re: My sim is a dead sim

gblackma — Thu, 07 May 2020 00:36:11 GMT

@AnekhaU so what's the make and model of your phone? Thanks.

Re: My sim is a dead sim

BearFBI — Thu, 07 May 2020 00:41:05 GMT

@AnekhaU It seems to be a problem with your phone as a dead SIM is Highly unlikely. A SIM cant physically die endless you destroy it yourself. SIMS are hard to break.

Re: Need Help

geopublic — Thu, 07 May 2020 00:46:39 GMT

@AnekhaU If you can't connect to the Public Mobile when inserting your sim card into your device most of the time it's an account issue and not a sim issue.

What type of phone do you have?

What message do your see when you insert the PM sim card? Emergency calls only etc.

Re: My sim is a dead sim

will13am — Thu, 07 May 2020 01:03:40 GMT

@AnekhaU wrote:
And than you for your reply, yes the account has been activated and the money has been deducted from my credit card as well.

It is possible that there was a provisioning issue with the SIM card not being properly linked to the account. Whether the SIM card is dead or not, you are going to need moderator team assistance to troubleshoot and issue a SIM card replacement if the SIM turns out to be faulty. Please reach out to them for assistance. The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team.

Re: Need Help

kselmak — Thu, 07 May 2020 01:42:22 GMT

@AnekhaU

Can you check the sim money again, it is very unlikely that you entered wrong sim and it still came as a valid number but not impossible. If that is the issue, you can just change the sim number from your account.

Then find a phone that is confirmed working on Telus/Koodo network and try testing it.

If neither of those help, please contact moderators https://publicmobile.ca.ada.support/chat/

Re: Need Help

AnekhaU — Thu, 07 May 2020 17:22:26 GMT

Hi Thanks.

I have raised a ticket and waiting for further assistance

Re: My sim is a dead sim

AnekhaU — Thu, 07 May 2020 17:33:52 GMT

Hi this has been very helpful, I have raised a ticket and then sent them a direct message as well. You have been very helpful. Thank you very much!

Re: Need Help

fdrcamb519 — Thu, 07 May 2020 17:43:09 GMT

@AnekhaU

where did you buy the sim card from, if the sim is defected, ask for it to be replaced. I know it can be frustrating. All the best