topic Re: Changing phone number in Get Support

Re: Changing phone number

Cold-Comfort — Thu, 06 Jan 2022 07:23:09 GMT

Hi there. I think that there was a miscommunication on the site. I'm not changing numbers. I've had my account with Public for years and have a new phone that takes a smaller SIM card. I'm just trying to activate the second card to use the newer phone instead. I filled in the appropriate numbers for the card; but the service wasn't switched.

Re: Changing phone number

computergeek541 — Fri, 26 Mar 2021 16:52:19 GMT

@Cold-Comfort wrote:
Hi there. I think that there was a miscommunication on the site. I'm not changing numbers. I've had my account with Public for years and have a new phone that takes a smaller SIM card. I'm just trying to activate the second card to use the newer phone instead. I filled in the appropriate numbers for the card; but the service wasn't switched.

There currently isn't any place for an existing customers to enter a SIM card number. Existing customers should not be using the "Activate" option at the top of the homescreen. Doing that will open a new account. To change the active SIM card on your existing account, you must open at ticket by going to https://widget.telus.tiia.ai/publicmobile/publicmobile.html and then typing "SIM card swap".

Re: Changing phone number

Anonymous — Fri, 26 Mar 2021 16:59:39 GMT

@Cold-Comfort : Your SIM might be the tri-punch. You can carefully "punch" out the smaller size from the larger size. No need for a new SIM or to wait for them to change it for you. Some people even carefully cut their SIM down to size. Or have a shop do it.

Re: Changing phone number

darlicious — Fri, 26 Mar 2021 17:03:56 GMT

@Cold-Comfort

Follow @computergeek541 instructions on how to contact the moderators to change your sim card (hopefully you didn't follow thru and activate it!) Is your sim card really old and not one of the tri-cut ones that snap out into smaller sizes? You could also use the new card to trace out a template and carefully cut the old card to size. If you do use the new card save the larger sized snap on pieces in case you ever need to use your old phone again as a back up so you can fit the new sim card back in the old phone.

Re: Changing phone number

Cold-Comfort — Fri, 26 Mar 2021 17:05:20 GMT

Somewhere in the form; it decided that I'm changing my phone number. This isn't the case. I'm switching SIM cards. I have a new phone that uses a NANO. I have that all done but the mistake is causing trouble.

Re: Changing phone number

Triguy — Fri, 26 Mar 2021 17:43:38 GMT

There have been many incidents about sim cards swaps so it has been temporarily disabled in the self serve account. You would need to submit a ticket to a moderator.

https://productioncommunity.publicmobile.ca/t5/Announcements/SIM-Swap-Fraud/td-p/650969

Re: Changing phone number

computergeek541 — Fri, 26 Mar 2021 17:08:48 GMT

@Cold-Comfort wrote:
Somewhere in the form; it decided that I'm changing my phone number. This isn't the case. I'm switching SIM cards. I have a new phone that uses a NANO. I have that all done but the mistake is causing trouble.

As I was saying earlier, there isn't anywhere in your self serve account for you to enter a SIM card number. If you entered a SIM cxard number, this means that you were activating a new account and were choosing a new phone number for that account. Hopefully, you did not complete this process.

Re: Changing phone number

Anonymous — Fri, 26 Mar 2021 17:11:13 GMT

@Cold-Comfort : If you went through with changing your phone number then that's a problem. If you went through with activating the card on a new account then that's a problem.

There used to be a method for customers to self-serve change their SIM.

But in your case you don't need to do anything. Just punch out the smaller size from the larger size and insert into the new phone. Or cut it or get it cut. If you already bought a new SIM and did NOT activate it then just keep it around until you refer someone and you have a SIM right there for them.

Re: Changing phone number

darlicious — Fri, 26 Mar 2021 17:13:13 GMT

@Cold-Comfort

As long as you haven't "paid" for a new plan just abandon the process of activation and contact the moderators. They will not be able to change the sim card for one hour after you log out of the process. Once the session lock clears they will then be able to add the new sim card to your account. You might want to mention this in your conversation with them.

Re: Changing phone number

Cold-Comfort — Fri, 26 Mar 2021 17:17:03 GMT

HI there. I want to thank you and everyone else for your help. The only problem is that this was never the problem. I had a phone with the old SIM card and bought a new phone. (kept dropping the old). Yesterday I purchased the new SIM card from Koodo and have it installed on the new phone. I was just attempting to have the SIM card switched. I ended down a rabbit hole that thought that I needed a number change.

Re: Changing phone number

Anonymous — Fri, 26 Mar 2021 17:21:38 GMT

@Cold-Comfort : Nope. Just a simple move of the existing SIM to another phone. Change the card size as needed.

Re: Changing phone number

darlicious — Fri, 26 Mar 2021 17:21:58 GMT

@Cold-Comfort

Dang those wascally wabbits!

Re: Changing phone number

HALIMACS — Fri, 26 Mar 2021 17:24:19 GMT

@Cold-Comfort

You bought a new SIM from Koodo?

Did you switch to Koodo, by any chance? I hope not.

I presume you can still log into your self serve account and your phone is displaying the carrier as public mobile?

Re: Changing phone number

Cold-Comfort — Fri, 26 Mar 2021 17:25:18 GMT

No. they sell Public mobile cards. Everything has been worked out now. The new SIM in the new phone finally active. The only thing now it my 65 yr. old brain working the new phone.

Re: Changing phone number

HALIMACS — Fri, 26 Mar 2021 17:31:47 GMT

@Cold-Comfort

It's unfortunate they didn't assist you with sizing the existing SIM card to be used in your new phone - however I'm not surprised that Koodo elected to sell you a SIM card instead.

This way they make money off the interaction versus just helping switch SIM to the new device.

Did they throw away the old SIM card? Would be curious to know if it had an adapter on it which could have easily been removed to make it the correct size for your new phone.

If so - I'd be going back to Koodo and demanding your money back for the unnecessary purchase.

Re: Changing phone number

Anonymous — Fri, 26 Mar 2021 17:27:53 GMT

@Cold-Comfort : So the moderators changed it already? That was pretty fast.

Still a waste of your time and money though when you coulda just moved it over. Yet another side-effect of this ability being taken away from customers.

Re: Changing phone number

RosieR — Fri, 26 Mar 2021 17:48:45 GMT

@Cold-Comfort wrote:
No. they sell Public mobile cards. Everything has been worked out now. The new SIM in the new phone finally active. The only thing now it my 65 yr. old brain working the new phone.

Hi @Cold-Comfort always nice to hear that a fellow customer's issue/problem is resolved. Yay!

May we ask what you did to get your new phone working with the new sim card? Did a moderator help you change the sim card in your account? Please share to help other customers with the same problem as yours. Thanks in advance.

btw, did you just turn 65? Happy Birthday and enjoy retirement with a new phone.

RosieR