topic Re: My new SIM card is not working in Get Support

My new SIM card is not working

jimbouch1 — Tue, 07 Jun 2022 13:32:24 GMT

I have been using my Samsung cell in Mexico for 6 months. Now I am back in Canada and ordered and registered your SIM card. I replaced the card in my cell and it is nor working. I don't know what I am doing wrong.

Thank you

Have a great day

Re: My new SIM card is not working

dust2dust — Tue, 07 Jun 2022 13:34:48 GMT

How did you register the sim card?

Did you keep paying your account all the while? Were you able to login? Is your account active? When you turn on the phone do you get any message?

Re: My new SIM card is not working

iliketotalk — Tue, 07 Jun 2022 13:37:37 GMT

@jimbouch1 Samsung phones have a habit of locking to the last sim in your phone,contact Samsung online help to ask for a master unlock code

Re: My new SIM card is not working

JL9 — Tue, 07 Jun 2022 16:14:33 GMT

Is this your first time with PM and a brand new activation not looking at just changing the sim from an existing account?

Re: My new SIM card is not working

hTideGnow — Tue, 07 Jun 2022 16:18:35 GMT

HI @jimbouch1 did you try your PM sim card in another phone?

did you check My Account and see if your account is active?

Do you have another SIM card to try on your Samsung phone? And any error message you got from the phone?

Re: My new SIM card is not working

dabr — Tue, 07 Jun 2022 17:45:56 GMT

@jimbouch1 Did you make regular payments to your PM account to keep it active or at least paid within the 90 days of suspension? If you didn't make any payments during your six months stay in Mexico, your PM account and number would be deactivated after 90 days of suspension without payment. That would mean you need to start afresh and need to reactivate a new account with a new number.

If the SIM you're trying hasn't been activated yet, then you can start the process of getting a new account/number with this link: https://activate.publicmobile.ca/

Your other option is to ask for assistance from customer support by submitting a ticket via chatbot here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: My new SIM card is not working

BKNS27 — Wed, 08 Jun 2022 00:22:29 GMT

@jimbouch1

Did you have an Activated account 6 months ago?

Or are you a new PM customer with a new SIM?