topic Stolen sim/ reactivating account in Get Support

Stolen sim/ reactivating account

Mrbubblehead72 — Sat, 28 May 2022 12:18:55 GMT

I was traveling in Europe and was using a European sim card. My wallet containing my public mobile sim was lifted on the metro.

I reported it as lost/stolen. When I arrived to Canada I purchased a new sim car. Logged into my account and used the change sim function. However my account still says that my account is closed/stolen. I have tried to reactivate service through the lost/stolen phone link but it just churns.

Any help would be appreciated

Re: Stolen sim/ reactivating account

softech — Sat, 28 May 2022 12:26:40 GMT

@Mrbubblehead72 Yes, you should have go to the Plan and Add-ons page, Lost/Stolen Phone and click Resume/Reactivate service.

If that is completed, you can go back to Change SIM Card

If that does not work, try to use a different browser or Incognito mode. Sometimes it's only a browser issue

If none of these work, please open a ticket with PM Support, they can certainly help:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Stolen sim/ reactivating account

iliketotalk — Sat, 28 May 2022 12:32:12 GMT

@Mrbubblehead72 hi did you click on the lost/stolen reactivate? try clearing your cache change browser try incognito mode go back into your account and try again if that doesn't help contact a customer service agent through simon mention help change sim Click here

Re: Stolen sim/ reactivating account

Mrbubblehead72 — Sat, 28 May 2022 13:49:42 GMT

After some patience my account now shows as active yet I am unable to send texts or use data. Any further suggestions

Re: Stolen sim/ reactivating account

BKNS27 — Sat, 28 May 2022 13:57:33 GMT

@Mrbubblehead72

Try rebooting your phone and also check if your cellular network is set on PM.

Re: Stolen sim/ reactivating account

hTideGnow — Sat, 28 May 2022 14:00:31 GMT

Hi @Mrbubblehead72 But call works?

If voice works, the rest should come soon. try reboot or re-seat the sim

Data, Check My Account to see if you have data still

Re: Stolen sim/ reactivating account

benfatto — Sat, 28 May 2022 14:02:21 GMT

@Mrbubblehead72 Go back to the Change SIM function and compare the digits showing in your account to those on your new SIM. If different do the change again; if the same contact the CSAs as the change was not completed.

Re: Stolen sim/ reactivating account

JL9 — Sat, 28 May 2022 15:43:08 GMT

Well you are halfway there then. The troubleshooting above should get you all the way there. If still an issue reply back in the thread

Re: Stolen sim/ reactivating account

Mrbubblehead72 — Sat, 28 May 2022 23:51:53 GMT

Thanks everyone.

So yes the not restarting my services appeared to be a browser issue. Switched browsers and that worked to get my call and text working.

After far too long I realized I had my mobile Data turned off to avoid roaming charges when I returned to Canada. I'm blaming jet lag for missing that one.

Thanks for the help. And for anyone that finds this issue definitely try a second browser and also make sure your data is on.