topic Re: Sim transfer in Get Support

Sim transfer

maxh — Wed, 05 Jan 2022 17:15:01 GMT

My phone was stolen, but the payment went through. I suspended service, then got a new phone and a new pin (to keep the same number), but the coverage doesn't seem to have transferred to the new sim card. Anyone know how to deal with that? Even though it was just paid, I will not have service until August 16th.

Re: Sim transfer

computergeek541 — Fri, 24 Jul 2020 17:07:10 GMT

@maxh wrote:
My phone was stolen, but the payment went through. I suspended service, then got a new phone and a new pin (to keep the same number), but the coverage doesn't seem to have transferred to the new sim card. Anyone know how to deal with that? Even though it was just paid, I will not have service until August 16th.

Did you tell the self serve system to switch to the new sim card? You may also have to tell the system that you found your phone.

Re: Sim transfer

maxh — Fri, 24 Jul 2020 17:22:57 GMT

Yes, we put the new sim card number in and told it we found the phone.

Re: Sim transfer

geopublic — Fri, 24 Jul 2020 17:37:15 GMT

@maxh wrote:
My phone was stolen, but the payment went through. I suspended service, then got a new phone and a new pin (to keep the same number), but the coverage doesn't seem to have transferred to the new sim card. Anyone know how to deal with that? Even though it was just paid, I will not have service until August 16th.

@maxh Where do you get the August 16th date from? Is your account currently suspended? If yes, then you need to make a one-time payment to cover your plan renewal and hit the re-activate button.

Re: Sim transfer

gpixel — Fri, 24 Jul 2020 18:15:45 GMT

@maxh hi you can contact customer support here

type "sim won't reactivate after lost/stolen"

(use the chat bubble options, then click "submit a ticket, click me" option)
https://publicmobile.ca.ada.support/chat/

make sure to check your inbox(top right corner envelope icon) periodically, for a message

Re: Sim transfer

computergeek541 — Fri, 24 Jul 2020 18:23:23 GMT

@maxh

Self Serve doesn't tell a customer when they will not have service until. It informs customers when payment would be due again or when a plan has to be renewed by to keep the account open.

I am wondering if you went past when your plan would have renewed if you had not reported your phone as lost.