topic Re: SIM card in Get Support

SIM card

Lindavh — Tue, 13 Sep 2022 03:39:04 GMT

So my Sim card Acts up sometimes and shows these 4 dots and then I can’t phone or message anymore I’m trying to deactivate this Sim card or something so I can get another Public mobile Sim card but I’m not sure how any help?

Re: SIM card

softech — Tue, 13 Sep 2022 03:42:08 GMT

@Lindavh did you try to put your PM sim in another phone to test it? Just to confirm if it is a sim card or device issue.

Even if you don't have another phone, try to reseat the sim card. Power down first, then take sim card out for a minute before putting it back and power up

Of course, if you confirmed it is the sim card, then get a new one from Telus or Koodo store. Then login to My Account, go to Profile page, click "Edit Account info", then you can enter the new sim card number there to tie your account with the new sim card.

Re: SIM card

will13am — Tue, 13 Sep 2022 03:42:24 GMT

@Lindavh , I am not sure I can make out the image. SIM cards are generally very robust. It could be something wrong with the SIM reader on the phone. Try taking out the SIM and reinserting it.

Re: SIM card

softech — Tue, 13 Sep 2022 04:05:35 GMT

Welcome @Polution for your first post. But how a "Forgot log in information" ticket woudl help in this case?

Re: SIM card

darlicious — Tue, 13 Sep 2022 06:04:30 GMT

@Lindavh

Sounds like a SIM card provisioning issue. There are some trouble shooting tips that may reprovision your sim card that you can try before contacting customer support.

Reboot your phone.
Toggle airplane mode on/off.
Remove your sim card and either put it in another phone and test or ensure it remains out of your phone for at least 10 minutes then the reseat your sim card and reboot.
If you've removed your sim card check it for any dirt or debris or the Sim slot. Gently blow out out any debris and/or cleaning with a q-tip and a little bit of isopropyl alcohol.
Although much more difficult to do with the new self-service accounts try adding a minimum $1 manual top of payments through your self service account or via 611 with a public mobile voucher or if you know you're a four digit account pin number you can add a payment via the credit card on file.
You can also try suspending your account via la stolen in your self service account. Make sure you login to suspend via lost/stolen, log out/in. Resume your service via lost/stolen. Log out and reboot. **If you are on the old $$ rewards program please note that suspending via lost/stolen comes with a glitch of your rewards on applying upon renewal. You will have to contact customer support after you renew to have your rewards applied manually to the account.
If none of these provisioning tricks reprovision your sim card to your account then contact customer support for them to reprovision your sim card through the back end.