topic Re: lost phone in Get Support

lost phone

pdolphin — Wed, 12 Jan 2022 20:56:40 GMT

I lost my phone with a Public Mobile SIM card in it and have now bought a new phone and a new Public Mobile SIM card...I want to keep my old phone number, and wonder if I should set up a whole new account with my new SIM card (I never found my stolen phone), and then cancel my old one that has been deactivated? Please advise me! Much appreciated!

Re: lost phone

BeachNBeer — Wed, 12 Jan 2022 21:01:22 GMT

@pdolphin NO DO NOT DO THAT!

Log into your account and click "Change Sim Card". Then you can change the sim number to the new sim. Follow the steps to verify its you via email. All instructions are in change sim card link. Once you change sim number all account information and number will be on new sim card. Just put sim in your new phone and you're good to go.

Re: lost phone

walker1 — Wed, 12 Jan 2022 21:05:28 GMT

@pdolphin

Since you already have a new sim card, just login to your selfservice account and click on the change sim card button. You can do your sim card swap from there 🙂

Just enter in your new sim card number to replace your old sim card number.

Then install your new sim card and reboot your phone and your good to go.

Re: lost phone

ShawnC13 — Wed, 12 Jan 2022 21:02:52 GMT

@pdolphin, that is not required. All you need to do is log into your self-serve and on the right-hand side of the landing page will be a link where you can Change your SIM. So you will keep your same account and phone number!

Re: lost phone

Anonymous — Wed, 12 Jan 2022 21:07:27 GMT

@pdolphin

you will keep same your phone number same account only you need to Change Your SIM Card

follow the below steps:

Log into your My Account
Go to Plan and Add-Ons > Change SIM Card
Enter your new SIM card number
Select where you would like your 6-digit security verification code to be sent to. You can choose to have the code sent to your email, please select the email option.
Check your email or phone for your security code, and input the code into the page
Click “Verify Code”

Please note: after 5 failed attempts to verify your security code, your account will be locked, and you will need to have your account unlocked and your SIM card manually updated by an agent by submitting a ticket Here link,.

Once you have verified your code, click “submit” to complete your SIM card change, and you’re all set!

Re: lost phone

pdolphin — Wed, 12 Jan 2022 21:29:26 GMT

Thank you!

Re: lost phone

pdolphin — Wed, 12 Jan 2022 21:30:37 GMT

Thank you!

Re: lost phone

Meow — Wed, 12 Jan 2022 23:14:50 GMT

If you remember or have IMEI written down somewhere, report your lost phone as lost/stolen. That way it will become useless for whoever 'finds' it.

Re: lost phone

darlicious — Thu, 13 Jan 2022 02:41:49 GMT

@pdolphin

As per @Meow 's suggestion. File an online police report and note the file #. Then contact customer support to blacklist the phone.