topic Re: sim card swap in Get Support

sim card swap

glen3125 — Wed, 05 Jan 2022 22:32:11 GMT

I get message on self-serve site:

"Unfortunately, SIM card changes are currently unavailable through Self-serve."I

My cell phone no longer works - just want to put a new SIM card into my phone so that I can receive a message from Public Mobile regarding transferring to another carrier.

Re: sim card swap

Anonymous — Mon, 08 Mar 2021 16:34:32 GMT

@glen3125 : hmmm indeed something's up.

But what happens when you dial 611? If your account is suspended then you can reactivate it by paying. Since you can log in it would seem you're just suspended. So pay what you need to reactivate your account. Then you can port out. Likely, you could port to Telus or Koodo with a suspended account but not elsewhere.

Re: sim card swap

NDesai — Mon, 08 Mar 2021 16:36:32 GMT

@glen3125 As of today, they are temporarily removing sim card swap function from self-serve as they are looking into fixing sim card swap frauds happening lately. For now, please reach out to the moderator team to get that request done.

"Unfortunately, SIM card changes are currently unavailable through Self-serve. To change your SIM card, please reach out to us at publicmobile.ca/chatbot and type SIM card swap."

Re: sim card swap

Anonymous — Mon, 08 Mar 2021 16:35:50 GMT

Indeed. But they coulda made it clickable 🙄

Re: sim card swap

glen3125 — Mon, 08 Mar 2021 16:36:56 GMT

My account was set up with automatic top-up via my credit card - so paying more now should not be the solution. I showed my account to the person who set me up with Public Mobile and he said it didn't look like money was the issue.

Re: sim card swap

NDesai — Mon, 08 Mar 2021 16:37:31 GMT

@Anonymous wrote:
Indeed. But they coulda made it clickable 🙄

Wondered the same, will report to them.

Re: sim card swap

glen3125 — Mon, 08 Mar 2021 16:38:05 GMT

I did that, and didn't get anywhere.

Re: sim card swap

Anonymous — Mon, 08 Mar 2021 16:39:53 GMT

@glen3125 : Autopay sometimes fails. But your account needs to be active to port out. Or maybe not if you're porting out to Telus or Koodo. Did you try calling 611? That can also tell you what your account status is.

Re: sim card swap

glen3125 — Mon, 08 Mar 2021 16:42:16 GMT

I was getting the message "unregistered SIM", so bought another SIM and successfully used the change SIM function. A month later I got the same message. I'm just trying to get this phone working so I can transfer to another carrier. It seems to be a catch-22 that I can not transfer unless my phone can receive a message where I can authorize the transfer. HELP!

Re: sim card swap

Anonymous — Mon, 08 Mar 2021 16:48:57 GMT

@glen3125 : I wonder if you might be having other issues with your account. Maybe hackers. Change your password. What is the account status?

You shouldn't be having to change SIM every time there's a problem with the service. There's either a phone problem or a hacker. Or you're extremely unlucky 🙂

It's only a catch-22 because accounts need to be active to port out.

Edit: You need to muddle your way through that stupid chatbot to get to a choice of Submit ticket.

Are you intending to port to Telus or Koodo?

Re: sim card swap

glen3125 — Mon, 08 Mar 2021 16:47:55 GMT

611 call gives me a message "unregistered SIM"

Re: sim card swap

Anonymous — Mon, 08 Mar 2021 16:51:05 GMT

@glen3125 wrote:
611 call gives me a message "unregistered SIM"

Hmm. Sounds troubling. Can you try the SIM in another phone? Go around to all your financial logins to make sure you're not missing anything and maybe even change passwords. Also your email account that you use here. Change its password.

Re: sim card swap

HALIMACS — Mon, 08 Mar 2021 17:04:32 GMT

@glen3125 wrote:
I was getting the message "unregistered SIM", so bought another SIM and successfully used the change SIM function. A month later I got the same message. I'm just trying to get this phone working so I can transfer to another carrier. It seems to be a catch-22 that I can not transfer unless my phone can receive a message where I can authorize the transfer. HELP!

@glen3125 What you're describing is something you SHOULDN'T have to purchase your way out of.

I would think twice about placing any funds on your Public Mobile account to enable "active" status just so that you can port out a day later. If the Moderators give you no other option, then maybe try to at least get a 'goodwill credit' of some sort towards the reactivation cost due to your SIM troubles.

Porting out should not be this difficult so long as Public Mobile can ascertain that you are the customer of record who held the Public Mobile account and the registered phone number.

Good luck!

Re: sim card swap

kselmak — Mon, 08 Mar 2021 17:45:25 GMT

I believe you don't need to receive sms, just talk to moderators so they will lift port block and if your account it's active it should transfer.

Re: sim card swap

HALIMACS — Mon, 08 Mar 2021 17:51:39 GMT

@kselmak wrote:
I believe you don't need to receive sms, just talk to moderators so they will lift port block and if your account it's active it should transfer.

I'm sure they can, @kselmak .

However, if the OP's account is 'inactive', shouldn't PM still be able to release the port request without the OP having to pay monies to make their account 'active' again? I know I wouldn't be agreeing to place any more monies on the account if I were in their shoes. It's like paying a cover charge to get OUT, not in.

Re: sim card swap

Anonymous — Mon, 08 Mar 2021 17:56:15 GMT

With the old SmartHub service I used to have, I ported out the number attached to it that then closed that service. Of course it couldn't do SMS in or out. This was Telus to PM. But a cell phone can. I'm not sure there are any prepaid providers that allow port-outs on a suspended account. So yes one would need to pay to exit. So pay, use the service for 25 odd days and port out. One can always take advantage of offers elsewhere and then port in later.

Re: sim card swap

kselmak — Mon, 08 Mar 2021 19:16:48 GMT

I doubt it's up to the new provider.

Old provider will refuse to release number if it's inactive.

The reason it goes between Telus Koodo and Publicmobile is that it's in-house so it's a good will for staying customer

Re: sim card swap

RosieR — Mon, 08 Mar 2021 19:51:03 GMT

@glen3125 wrote:
I was getting the message "unregistered SIM", so bought another SIM and successfully used the change SIM function. A month later I got the same message. I'm just trying to get this phone working so I can transfer to another carrier. It seems to be a catch-22 that I can not transfer unless my phone can receive a message where I can authorize the transfer. HELP!

Hi @glen3125 sorry to hear that you are having some issues. There could be other problems that's why you were receiving "unregistered SIM".. one of which was you got sim jacked, and changing the sim card did not solve the problem. And that is why same problem occurred. I believe that your only option is to contact the Moderator_Team.

Two ways to contact the moderators:

Faster way – Click the chat bubble at the bottom right of the page or click this link https://widget.telus.tiia.ai/publicmobile/publicmobile.html , type “talk to human" >> "account-specific question" >> "no, I need a human now" >> Click here to submit a ticket!

Slower way – Send a private message to the Moderators_Team here. You have to be logged in to your Community account for the link to work.

If you already got a ticket to contact the moderators, that is good. Expect a moderator's reply within 48 hrs (much faster these days). keep an eye on the envelope icon on top right for a number to pop up... that would be the moderator's reply.

Sorry to see you go but we wish you well

RosieR

Re: sim card swap

dawniecrocker — Wed, 10 Mar 2021 16:26:29 GMT

I just received a code from public mobile with a code to use to swap sim cards and I have no idea where to put the code in? Is anyone else having this issue?

Re: sim card swap

hairbag1 — Wed, 10 Mar 2021 16:33:26 GMT

@dawniecrocker wrote:
I just received a code from public mobile with a code to use to swap sim cards and I have no idea where to put the code in? Is anyone else having this issue?

Did you get a replacement sim and you're trying to activate it ?