topic Re: How do I swap my sim card? in Get Support

How do I swap my sim card?

thisisridicsigh — Thu, 06 Jan 2022 07:12:46 GMT

Hi, I'm trying to swap my sim card to the new one I ordered (old one is still functional but damaged and I wanted to get this done while I'm swapping to a new phone anyway). Apparently this is basically impossible to do, if you go to self serve it says talk to chatbot, if you talk to chatbot it says make a ticket, if you try to make a ticket the interface is currently broken (I'm using latest Chrome/Windows 10 before you ask) and mods don't really reply much to messages on here. Can anyone give me some advice on how to get this done? Can 611 help?

I'm totally fine with the concept of self serve when I'm given the tools to self serve, but just making something impossible to do is a little much guys...

Re: How do I swap my sim card?

dabr — Tue, 01 Jun 2021 18:28:51 GMT

@thisisridicsigh wrote:
Hi, I'm trying to swap my sim card to the new one I ordered (old one is still functional but damaged and I wanted to get this done while I'm swapping to a new phone anyway). Apparently this is basically impossible to do, if you go to self serve it says talk to chatbot, if you talk to chatbot it says make a ticket, if you try to make a ticket the interface is currently broken (I'm using latest Chrome/Windows 10 before you ask) and mods don't really reply much to messages on here. Can anyone give me some advice on how to get this done? Can 611 help?

I'm totally fine with the concept of self serve when I'm given the tools to self serve, but just making something impossible to do is a little much guys...

@thisisridicsigh You'll need to contact moderators for SIM changes as that feature has been disabled in the self serve account for time being.

Click on the chatbot bubble bottom right of the screen and type in "SIM swap" and follow prompts to submit a ticket.

Second option is to click the envelope icon top right next to your avatar and send a private message to Moderator_Team with same subject heading.

Edit: @thisisridicsigh you can use this link to private message instead of the chatbot: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: How do I swap my sim card?

Triguy — Tue, 01 Jun 2021 18:27:26 GMT

Due to recent sim swap fraud, you need to contact a moderator.

Here’s when and how to contact the Moderator Team:

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: How do I swap my sim card?

darlicious — Tue, 01 Jun 2021 18:31:02 GMT

@thisisridicsigh

Simon is not a fellow I get along with so I prefer the second method of moderator contact. Last time I switched a sim card it was all done under an hour.

You can contact the moderators by clicking on the chat bubble at the bottom right corner of your screen. Type sim card swap and human and follow the prompts to submit your ticket.

Send a private message... Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

Full name and address on pm account. ( Or province and postal code for newer accounts.)
Email, phone # and pin #.

If you cannot remember your pin # include at least three ( if they apply)of the following:

Date of birth (n/a on newer accounts.)
Last payment, date, amount, type and last 4 digits.
Alternate phone number if any.
Security question and answer.
Plan amount, any add ons or promos on account.
Last 4 digits of sim card.
Any rewards in your account.
Autopay y/n?
Account #.
Frequently called/texted phone numbers in the last 30 days.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

To send a private message to the moderators click below: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437