topic Stolen sim card in Get Support

Stolen sim card

Chae1989 — Thu, 07 Apr 2022 00:25:43 GMT

My phone was stolen with SIM card in it how I purchased new SIM card and how do I get my

old number back to this new SIM card.

Re: Stolen sim card

esjliv — Thu, 07 Apr 2022 00:29:28 GMT

@Chae1989 - Have a read over this article.

Consider listing your phone into lost/stolen status.

See "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

You can pick up a SIM card at a local retail or purchase online:

https://www.publicmobile.ca/en/on/get-help/articles?q=sim+card

edit, when you perform the sim swap in the above thread/article your phone number and account will be moved over to your new SIM card.

Re: Stolen sim card

darlicious — Thu, 07 Apr 2022 00:29:04 GMT

@Chae1989

Log into your self serve account. Choose change SIM card. Choose the email 2FA to verify the change of SIM card. Once verified your replacement SIM card will be working.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: Stolen sim card

darlicious — Thu, 07 Apr 2022 00:42:51 GMT

@Chae1989

By changing your SIM card your account, plan, phone number etc....all moves to the new SIM card. You then just put it in a replacement phone to use your services. There is no point in suspending your services via lost/stolen since you already have the replacement SIM card however you do have to resume service via lost/stolen ( if you did this when your phone was first stolen) in order to perform the SIM card change.

If you want to blacklist your stolen phone ensure you have the IMEI# of your phone. You can find this on the box your phone came in or get it from customer support before you change your sim card ( Im not sure if they have a record of your IMEI # once you put the new sim card in a replacement phone).

Once you have the IMEI# of the stolen phone you can file a police report online and get a police file # for your case. Contact customer support with your IMEI# and police file case # to have the CSA blacklist your device. It will take up to 72 hours for it to be blacklisted.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: Stolen sim card

JL9 — Thu, 07 Apr 2022 01:27:15 GMT

Sorry just to confirm, did you already buy a new sim or are you asking the various options on how to get one.