topic Re: Stolen SIM, issues changing to new sim# in Get Support

Stolen SIM, issues changing to new sim#

mehulmandalia — Mon, 07 Nov 2022 06:12:51 GMT

Hi Community, my phone along with the Public Mobile SIM in it got stolen so I suspended the service temporarily. I bought a new Public Mobile SIM card from Telus store and reactivated the account. After reactivating I tried updating the new sim to my account but upon pressing Save Changes button in the page it does nothing and reverts back to the original page. It is a super frustrating experience and with no support not sure what to do.

Re: Stolen SIM, issues changing to new sim#

darlicious — Mon, 07 Nov 2022 06:17:59 GMT

@mehulmandalia

Log out. Clear your browser and log in using secret/incognito mode. Report back if it still won't save the changes.

Re: Stolen SIM, issues changing to new sim#

HALIMACS — Mon, 07 Nov 2022 11:00:12 GMT

@mehulmandalia

When on the self-serve page, tap on the little refresh icons to ensure you are not on a cached version of the page.

After each step try rebooting your device so that the SIM card initiates a fresh connection to the network.

Re: Stolen SIM, issues changing to new sim#

darlicious — Mon, 07 Nov 2022 11:33:06 GMT

@HALIMACS

Sorry but I'm not getting the connection between your answer and the OP's question? What is there to refresh in the profile page? Until the Sim card is swapped there is no connection to the network?

Re: Stolen SIM, issues changing to new sim#

HALIMACS — Mon, 07 Nov 2022 15:43:53 GMT

@darlicious

Simply suggesting that perhaps (but probably not) the OP is getting a cached version of the self-serve page and it may be misbehaving with what they are trying to do there.

I have made a habit of not only logging in under incognito, but also clicking the little spinner icon after logging in just to ensure a fresh version of the page is displaying.