topic Re: Existing customers new sim card in Get Support

Existing customers new sim card

Mcpublicm — Wed, 02 Nov 2022 00:50:59 GMT

I got hold of Telus customer service was able to help me chat with SiMON regarding my service issue re unable to make calls and caller got voice mail right away. I got an ARS ticket number. I was asked to go to Telus store to get a public mobile SIM card which I went and bought but Telus can’t activate for me. I got the New SIM and want to get it activated but did not know how. Please help.

Re: Existing customers new sim card

HALIMACS — Wed, 02 Nov 2022 00:54:38 GMT

Hold it, @Mcpublicm

Are you NEW to public mobile, or have you recently had active services?

Re: Existing customers new sim card

Metal1967 — Wed, 02 Nov 2022 00:56:46 GMT

@Mcpublicm Go into your account profile and edit the SIM card number..

Re: Existing customers new sim card

Lehaha — Wed, 02 Nov 2022 00:58:04 GMT

Go to Public Mobile website, then

follow the steps, it’s very easy

Re: Existing customers new sim card

Mcpublicm — Wed, 02 Nov 2022 00:58:09 GMT

i have been an existing PM customer for a few years

Re: Existing customers new sim card

Lehaha — Wed, 02 Nov 2022 00:59:32 GMT

Oh sorry, maybe email the agent

Re: Existing customers new sim card

JK8 — Wed, 02 Nov 2022 00:59:56 GMT

@Mcpublicm

You posted yesterday… can you log into your PM account? Is it Active status? Did you try old sim in another unlocked phone?

Re: Existing customers new sim card

Mcpublicm — Wed, 02 Nov 2022 02:05:39 GMT

But this appears to create a new account to activate the new Sim, but I already has an account for years. I just need it activated under my current account

Re: Existing customers new sim card

computergeek541 — Wed, 02 Nov 2022 02:07:40 GMT

@Lehaha wrote:
Go to Public Mobile website, then

follow the steps, it’s very easy

Unfortuantely, the above wouldn't help an existing Public Mobile customers which was indicated in the first message of this thread.

Re: Existing customers new sim card

computergeek541 — Wed, 02 Nov 2022 02:08:32 GMT

@Mcpublicm wrote:
But this appears to create a new account to activate the new Sim, but I already has an account for years. I just need it activated under my current account

Please follow the instructions in the message posted an hour earlier by Metal1967 to get your service switched to your new SIM card.

Re: Existing customers new sim card

Mcpublicm — Wed, 02 Nov 2022 02:16:37 GMT

Sorry, I saw it but I want to make sure I understand both of you properly. You mean that new Sim will be switched and activated when I just change the current sim number to the new card sim number. After I changed it how long does it take to wait for my phone to work?

Re: Existing customers new sim card

computergeek541 — Wed, 02 Nov 2022 02:19:00 GMT

@Mcpublicm wrote:
Sorry, I saw it but I want to make sure I understand both of you properly. You mean that new Sim will be switched and activated when I just change the current sim number to the new card sim number. After I changed it how long does it take to wait for my phone to work?

The change is immediate.

Re: Existing customers new sim card

softech — Wed, 02 Nov 2022 02:20:05 GMT

@Mcpublicm wrote:
Sorry, I saw it but I want to make sure I understand both of you properly. You mean that new Sim will be switched and activated when I just change the current sim number to the new card sim number. After I changed it how long does it take to wait for my phone to work?

@Mcpublicm Yes, you login to My Account, click Change SIM card on top right from Quick Link menu, then enter the new sim number and follow the rest of the step.

https://selfserve.publicmobile.ca/en/account/edit/your-account

Usually it is pretty instant. once you completed the change sim request, power off the phone, insert the new sim card, reboot and it should work

Re: Existing customers new sim card

Mcpublicm — Wed, 02 Nov 2022 03:11:42 GMT

I did the above but entered the new Sim # correctly and saved. It said it was saved. Power of the phone, put in the new SIM card and power it back on. There is no reception. In the account profile the current sim showed the old SIM card #. I tried to entered the new SIM card again and when click saved. It said the New Sim # is not valid??? Not sure what to do now

Re: Existing customers new sim card

JK8 — Wed, 02 Nov 2022 03:15:33 GMT

@Mcpublicm

Try resetting the network settings on your phone and reboot. Also if you go to self service do you see your new sim number in your account.

Re: Existing customers new sim card

Mcpublicm — Wed, 02 Nov 2022 03:21:57 GMT

The account info page still showing the old SIM card #. Don’t know how to reset network setting on iPhone.

Re: Existing customers new sim card

JK8 — Wed, 02 Nov 2022 03:36:59 GMT

@Mcpublicm

Try changing sim again in self service. Clear your browser cache and then open a new browser in incognito/private mode.

Before you do this….what is wrong with your old SIM card? Are you positive it is broken?

Re: Existing customers new sim card

Mcpublicm — Wed, 02 Nov 2022 03:56:38 GMT

I went off and logged back into PE self serve and the sim has now been updated. However, still no service bar and on right corner beside the battery it said SOS which was the same as the old SIM card. The service technician of PM checked and said likely the sim not working and asked to get a new Sim. I went to Apple Store and their tech team checked/scanned my phone and told me/ showed me the results of the scan with their device that all functions are green meaning all good from the phone device perspective. They said the problem is with the service provider and they were thinking the sim of my phone is not working that’s why can call out and receive call and can’t send or receive text messages too. So sad and tired. I have no tech sense so I don’t know how to clear cache of my phone. Anyways the new sim has been updated on my PM a self serve account, so no need to worry about cache now at least

Re: Existing customers new sim card

JK8 — Wed, 02 Nov 2022 04:05:40 GMT

@Mcpublicm

Can you confirm that when you log into your self service account the status says “Active”.

Re: Existing customers new sim card

Mcpublicm — Wed, 02 Nov 2022 04:10:34 GMT

Yes, I saw it was active. Want to get back on the self serve account and it is now down for maintenance!