topic New SIM card in Get Support

New SIM card

BJEC — Mon, 16 May 2022 19:45:48 GMT

I'm trying to activate my new SIM card but my old card is locked and I cannot receive texts or phone calls.

Re: New SIM card

hTideGnow — Mon, 16 May 2022 19:48:18 GMT

HI @BJEC are you trying to "activate" the new sim or "replace" the new sim ?

if you are replacing the sim, please login to My Account, select Change SIM card and use email to receive the code. More details:

https://productioncommunity.publicmobile.ca/t5/Announcements/SIM-Swap-Fraud-2-factor-authentication/td-p/704175

Re: New SIM card

BJEC — Mon, 16 May 2022 19:55:48 GMT

I'm trying to activate and replace it.

Re: New SIM card

hTideGnow — Mon, 16 May 2022 19:56:56 GMT

@BJEC wrote:
I'm trying to activate and replace it.

HI @BJEC Yes, you are not activating a new line but to replace it as your old one was faulty. Please login to My Account and select Change SIM card

Re: New SIM card

BJEC — Mon, 16 May 2022 20:05:18 GMT

I don't see a 'Change SIM Card' option anywhere on the My Account page.

Re: New SIM card

hTideGnow — Mon, 16 May 2022 20:14:47 GMT

HI @BJEC It is part of the My Profile box, Overview tab , somewhere top right of the page

or click this after you login:

https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/change-sim-card/

Re: New SIM card

JL9 — Mon, 16 May 2022 21:02:06 GMT

Much easier and less costly to change sim, if you activate a new account, you pay for it immediately, you also won't keep the same number (or have to jump through a bunch of hoops to get it back) Also you won't have the same rewards or promos on your account that you may have on your existing account. Hopefully you didn't activate a new one, that will also use up the sim.

Re: New SIM card

esjliv — Tue, 17 May 2022 00:50:24 GMT

@BJEC - what do you mean your old card is locked? Can you try your SIM card into another working phone to see if it works?

Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

Or, just to be sure, check if your phone is not blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Are you getting a PUK error. Follow this link to see if this helps:

https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1ml6dfoOGWCbzEjqGe8dAWK9FYr&lang=en&