topic Re: New SIM not working in Get Support

New SIM not working

Zakzia — Tue, 06 Sep 2022 20:24:17 GMT

Hi. I lost my phone. So I paid $10 for a new SIM and put it into a new phone. I went to My Account and changed the SIM # from the old one to the new one. But the phone is not recognizing the SIM. The phone is unlocked. I thought activation should be instant. I tried going to activate.publicmobile.ca and entered the new SIM number but it says its an invalid #. That's for new activations anyways, this is for an existing account. Suggestions? Is it a faulty SIM? Do I have to wait 24 hours or something?

Re: New SIM not working

Anonymous — Tue, 06 Sep 2022 20:26:15 GMT

@Zakzia- did you restart the phone after changing the SIM # in your account?

Re: New SIM not working

Timer — Tue, 06 Sep 2022 20:26:23 GMT

@Zakzia

How to SIM Swap > http://publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

and use browser from computer,and clear cache/cookies/use one page inPrivate mode,

and get verification code choose by email for SIM Swap.

Re: New SIM not working

softech — Tue, 06 Sep 2022 20:27:32 GMT

@Zakzia sound like you already go to My Account and go through Change Sim card process. Did you try to reboot your phone once?

If still fails, open ticket with PM Support and let them investigate

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: New SIM not working

RossN — Tue, 06 Sep 2022 20:28:08 GMT

@Zakzia hi when you lost your phone did you put your account in lost stolen mode? if so go back in and resume service

Re: New SIM not working

computergeek541 — Tue, 06 Sep 2022 20:29:53 GMT

@Timer wrote:
@Zakzia
How to SIM Swap > http://publicmobile.ca/en/on/get-help/articles/sim-swap-fraud
and use browser from computer,and clear cache/cookies/use one page inPrivate mode,
and get verification code choose by email for SIM Swap.

The customer knows how to do this and has already done that. Also, since the SIM cards is already active and is now showing "invalid SIM" when the customer pretended to start a new activation (to check status of the SIM card), going through these steps won't accomplish anything.

Re: New SIM not working

Timer — Tue, 06 Sep 2022 20:36:25 GMT

@computergeek541

they new system needed to use browser from computer/inPrivate mode,or from browser mobile/incognito. to be working fine.. @Zakzia is existing account.. why to start a new activation. just change SIM card number..

Re: New SIM not working

computergeek541 — Tue, 06 Sep 2022 20:42:36 GMT

@Timer wrote:
@computergeek541
they new system needed to use browser from computer/inPrivate mode,or from browser mobile/incognito. to be working fine.. @Zakzia is existing account.. why to start a new activation. just change SIM card number..

The customer has already changed the SIM card on the account. The customers knows not to do a new activation. That was only done to see if the SIM card had already been assigned.

Re: New SIM not working

Timer — Tue, 06 Sep 2022 20:53:36 GMT

@computergeek541

the OP did change the SIM card but it says its an invalid #.. i get it and OP tried to test at new activation it's showing invalid #.because that SIM card number in account active.

@Zakzia

can you turn off device and take out SIM and reinsert in other device if you have it or reinsert in your device again. should works.

Re: New SIM not working

esjliv — Tue, 06 Sep 2022 22:05:08 GMT

@Zakzia - can you confirm your account status says Active?

If it is Suspended status, you will need to make a manual payment

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.

Or try

Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. Reboot your phone.

Re: New SIM not working

Zakzia — Wed, 07 Sep 2022 17:11:17 GMT

Hi. Yes I tried that. It still says NO SIM at the time right of the phone. I tried it in another phone too, same thing.

Re: New SIM not working

dabr — Wed, 07 Sep 2022 18:43:48 GMT

@Zakzia Did you suspend the account after losing your phone as asked by @esjliv ? Then you need to go back and Resume Service first. Otherwise submit a ticket to customer support for assistance.

Re: New SIM not working

Zakzia — Wed, 07 Sep 2022 18:46:50 GMT

Hi. No I did not deactivate, since I’m pretty sure it’s just lost in the house. My service shows as active. I have submitted a ticket. Thanks!

Re: New SIM not working

dabr — Wed, 07 Sep 2022 19:20:15 GMT

@Zakzia Did you try calling your phone from another line (if you have one/before the SIM change) to try locate it if you feel it's lost within the house somewhere? Of course, if the battery died then it wouldn't matter.

edti: Doesn't matter now if you've submitted a ticket as CSA's will get your new SIM activated soon enough.. 😊

Re: New SIM not working

esjliv — Wed, 07 Sep 2022 22:13:35 GMT

@Zakzia wrote:
Hi. No I did not deactivate, since I’m pretty sure it’s just lost in the house. My service shows as active. I have submitted a ticket. Thanks!

Oh my gosh @Zakzia , i've done this a few times. Thank goodness for my google home/nest that I can ask to make it ring (even when phone is on silent).

Go couch/pillow diving and all those other odd places where you would never guess it may be.

Do you have apps that can help locate your phone where it was last? Could narrow it down to confirm it is at your location.

https://www.icloud.com/find

https://myaccount.google.com/find-your-phone?pli=1