topic Re: SIM card disabled in Get Support

SIM card disabled

OS1 — Wed, 05 Jan 2022 21:17:48 GMT

Hi There.

I've been a public mobile member for over a year, account in good standing and working as of last night. This morning, mobile network on my Moto g7 phone says 'SIM1". Upon further opening, says 'This SIM is disbled.' Tried reboot, downpower, re-inserting SIM etc, all to no avail. Hoping for some help, thanks.

Re: SIM card disabled

JoyLuck — Sun, 29 Nov 2020 17:20:12 GMT

@OS1 wrote:
Hi There.

I've been a public mobile member for over a year, account in good standing and working as of last night. This morning, mobile network on my Moto g7 phone says 'SIM1". Upon further opening, says 'This SIM is disbled.' Tried reboot, downpower, re-inserting SIM etc, all to no avail. Hoping for some help, thanks.

Log into self service and choose Change Sim Card and ensure the last 4 digits match your SIM card to ensure you have not been sim jacked. If they do not match put your phone in lost/stolen mode in self service and change the password. Then check and secure all your financials.

Re: SIM card disabled

Jb456 — Sun, 29 Nov 2020 17:19:59 GMT

Now take sim out of your phone. Do last 4 digits match?

Let us know

Re: SIM card disabled

Anonymous — Sun, 29 Nov 2020 17:20:51 GMT

@OS1 wrote:
Hi There.

I've been a public mobile member for over a year, account in good standing and working as of last night. This morning, mobile network on my Moto g7 phone says 'SIM1". Upon further opening, says 'This SIM is disbled.' Tried reboot, downpower, re-inserting SIM etc, all to no avail. Hoping for some help, thanks.

Can you log in to the self-serve for it? Is it Active? Then go in to Change SIM Card and note the last 4 digits. Then shut phone off and remove SIM and compare those last 4 digits to what's on your actual card. Are they the same? If not then use the Lost/stolen function to Suspend your service and then change the password and then run off to all your financial logins and check for any losses.

Edit: crapperjack 🙂

Re: SIM card disabled

Jb456 — Sun, 29 Nov 2020 17:22:46 GMT

@Anonymous that the new edit instead of ninja'd? 😃 I like it.

Re: SIM card disabled

Anonymous — Sun, 29 Nov 2020 17:25:58 GMT

@Jb456 wrote:
@Anonymous that the new edit instead of ninja's? 😃 I like it.

@Jb456

Somebody along the way enlightened me that ninja could be construed as cultural appropriation and therefore insensitive. So I stopped using it.

Now I just put whatever comes to mind that I wasn't first to reply after labouriously manually typing the reply. We used to have macros. Gone. I can't be bothered to have a document of all the usual responses so I type. So I'm not first. Oh well.

Re: SIM card disabled

OS1 — Sun, 29 Nov 2020 18:20:57 GMT

Thank you for all the replies. Last 4 digits of the SIM match, all finances appear to be in order.

Anything further I can do?

Re: SIM card disabled

Anonymous — Sun, 29 Nov 2020 18:27:51 GMT

@OS1 wrote:
Thank you for all the replies. Last 4 digits of the SIM match, all finances appear to be in order.
Anything further I can do?

Phew.

You could try the Lost/stolen function to temporarily Suspend your service. Log out. Wait a couple minutes. Back in and Resume service. Restart phone and see what happens.

You could also do a manual payment of a dollar. Restart.

These are "tricks" that regulars have come to know that reset the account to a certain degree.

Re: SIM card disabled

JoyLuck — Sun, 29 Nov 2020 18:28:02 GMT

@OS1 wrote:
Thank you for all the replies. Last 4 digits of the SIM match, all finances appear to be in order.
Anything further I can do?

Can you confirm that your Account Status in self service is Active?

Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

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 the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work

Re: SIM card disabled

LurganIeUk — Sun, 29 Nov 2020 18:35:23 GMT

Re seat SIM and reboot phone. Is your phone a dual SIM device?

Re: SIM card disabled

LurganIeUk — Sun, 29 Nov 2020 18:37:44 GMT

I googled your phone and found this.

Check your SIM card

There’s a chance that the problem is caused by an issue with the SIM card. If this is a SIM card related problem then you can fix this by turning off the phone and removing the SIM card. Wait for a few minutes before reinserting the SIM card back then turn on the phone. Check if the issue still occurs.

You should also try using a different SIM card in your phone to eliminate the possibility of the problem being caused by a defective SIM card.

Re: SIM card disabled

Jb456 — Sun, 29 Nov 2020 18:42:17 GMT

@OS1

You wrote sim1. So I will assume you have dual sim?

Where does it say "disabled". On your phone?..what's the exact message?

If dual sim could the sim slot just be turned off in settings by chance?

Can you try the other sim slot?

Re: SIM card disabled

OS1 — Sun, 29 Nov 2020 19:56:37 GMT

Thanks, tried all the above. One SIM only. No data, text only.

Settings:Network and Internet:Mobile networks (reads 'SIM1'): This SIM is disabled.

Active, all paid up to date, latest update

The link to Team Moderator just take me to SIMon, which does not really help.

Re: SIM card disabled

LurganIeUk — Sun, 29 Nov 2020 19:58:59 GMT

Try sim in another unlocked or Telus phone.

Re: SIM card disabled

JK8 — Sun, 29 Nov 2020 20:01:31 GMT

@OS1 wrote:
Thanks, tried all the above. One SIM only. No data, text only.
Settings:Network and Internet:Mobile networks (reads 'SIM1'): This SIM is disabled.

Active, all paid up to date, latest update

The link to Team Moderator just take me to SIMon, which does not really help.

Use this private link to contact a moderator.

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

Re: SIM card disabled

Jb456 — Sun, 29 Nov 2020 20:06:52 GMT

@OS1 have you always used this phone or did you just get it?

Also (I'm not sure if the below is exact instructions) but if you check you sim settings on the phone what does it say?

Tap Security & location > Advanced > SIM card lock.

Is sim locked there?

Re: SIM card disabled

OS1 — Sun, 29 Nov 2020 20:16:36 GMT

Had the phone since being with public mobule, over a year. It was working as of last night.

If I go under Security and Adavnced, just belwo a scetion called Smart Lock, a message flashes periodically SIM CARD LOCK

SIM1.......then an eleven digit number.

Re: SIM card disabled

Jb456 — Sun, 29 Nov 2020 20:51:55 GMT

@OS1 if you play around in that area of your phone settings. Maybe smart lock or wtv is there anything where you have like a toggle switch to lock and unlock the sim?

Pic below from my phone. Not your model but try to find something like that.

Could the 11 digit number be displaying possibly be a portion of your sim card number or a portion of your IMEI number?

Re: SIM card disabled

OS1 — Sun, 29 Nov 2020 21:03:13 GMT

I can't seem to find a SIM card lock setting. If there is one, I've no idea how it would have been changed. I'll have to check the full SIM number a liitle later, have to go out. Where would I find the IMEI number?

Re: SIM card disabled

JK8 — Sun, 29 Nov 2020 21:07:26 GMT

@OS1 wrote:
I can't seem to find a SIM card lock setting. If there is one, I've no idea how it would have been changed. I'll have to check the full SIM number a liitle later, have to go out. Where would I find the IMEI number?

dial *#06# from your phone for IMEI