topic Re: Change SIM page crashes upon submit in Get Support

Change SIM page crashes upon submit

JeffIrving — Tue, 04 Jan 2022 09:50:34 GMT

I'm following the instructions for a lost phone. I've

1. Suspended service

2. Ordered and received a replacement SIM card.

3. Went to Change SIM Card form

4. Entered new SIM Card Number

5. Upon requesting the activation code (email chosen), the page errors our saying:

Oh no! It looks like something went wrong, but don’t panic.

This happens upon repeated attempts. Also no email received so it seems to be failing before the code is sent.

Is there a phone number for support?

Any suggestions?

Thanks for any help.

Re: Change SIM page crashes upon submit

BeachNBeer — Thu, 23 Dec 2021 18:44:56 GMT

Maybe try un-suspending service first? Then doing change sim again.

If still not working. Contact customer service agents.

Open a ticket via:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.f not working contact Support.

Re: Change SIM page crashes upon submit

Triguy — Thu, 23 Dec 2021 18:48:33 GMT

Try using a different browser and incognito mode. Also try clearing your cache and cookies then reboot.

If you still need assistance then submit a ticket to a CSA.

Here’s when and how to contact our Customer Support Agents:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Change SIM page crashes upon submit

Yummy — Thu, 23 Dec 2021 18:51:13 GMT

There is no phone number for PM support. All is done through ticketing system. When you open a ticket CSA will get back to you shortly (depending on number request received, it could be few hours).

In case of such messages returned from PM site, try different browser (Edge, Chrome). If it fails again, open a ticket.

Re: Change SIM page crashes upon submit

Anonymous — Thu, 23 Dec 2021 18:54:41 GMT

@JeffIrving

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link,

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

How To Change Your SIM Card

follow the below steps:

Log into your My Account
Go to Plan and Add-Ons > Change SIM Card
Enter your new SIM card number
Select where you would like your 6-digit security verification code to be sent to. You can choose to have the code sent to your email,, please select the email option.
Check your email or phone for your security code, and input the code into the page
Click “Verify Code”

Please note: after 5 failed attempts to verify your security code, your account will be locked, and you will need to have your account unlocked and your SIM card manually updated by an agent by submitting a ticket Here link..

Once you have verified your code, click “submit” to complete your SIM card change, and you’re all set!

Re: Change SIM page crashes upon submit

JeffIrving — Thu, 23 Dec 2021 19:06:18 GMT

Thanks!

I was using Chrome. Everything worked once I switched to Incognito mode which would have the same effect as clearing cache/cookies.

I'm good.

Merci and stay safe.