topic Re: Sim card activation in Get Support

Sim card activation

shanep — Sun, 13 Nov 2022 12:24:35 GMT

This is not doable by oneself??

Re: Sim card activation

HALIMACS — Sun, 13 Nov 2022 12:45:45 GMT

It is doable by oneself, @shanep.

However, if you are looking for assistance, let us know how far you got, and we can guide you through the rest of the way.

If you must deal with Public Mobile directly, here's how.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Sim card activation

shanep — Sun, 13 Nov 2022 12:56:03 GMT

Is it possible to activate a sim card, when I don't want to create a new account?

Re: Sim card activation

HALIMACS — Sun, 13 Nov 2022 13:11:19 GMT

They go hand in hand, @shanep

Activating a SIM card means pre-paying for a 30-day plan. When the payment is processed for the SIM to be activated, you've effectively got a "new account".

Re: Sim card activation

shanep — Sun, 13 Nov 2022 13:20:04 GMT

But I do not want that! My phone was stolen and I had money left in account to mostly pay for the next 30 days, plus 25 dollars to make the difference up (which I alrdy bought, and applied to my plan)

Re: Sim card activation

shanep — Sun, 13 Nov 2022 13:21:02 GMT

You know what I mean, I found a replacement phone, bought a new sim card, waited for that to arrive, and now... I have to endure this!!! Jeez.

Re: Sim card activation

HALIMACS — Sun, 13 Nov 2022 13:22:26 GMT

Well that information is good to know, @shanep

The first thing you should do is log into self-serve and place the account in "Lost/Stolen" mode. Then, acquire a new PM SIM card, but DON'T activate it. In self-serve, you can change the associated SIM card to the new SIM card number once you acquire a new mobile device.

Re: Sim card activation

shanep — Sun, 13 Nov 2022 13:28:11 GMT

Ok, so I did that, prior to even recieving the long awaited newly purchased sim card (reported lost/stolen...) which doesn't blacklist said reported phone, this only suspends your PM account. Now with newly non activated PM SIM card number at the ready I punch the 19 digits (technically 14 or 15 punched cause the preloaded first few digits) into the profile subsection of the my account section of the PM website. But when trying to edit the number, it just reverts back to 89122-00000-00000-0000 every time I click save changes! And got a compatible and unlocked device for it to be loaded into in hand as well.

Re: Sim card activation

HALIMACS — Sun, 13 Nov 2022 13:37:45 GMT

@shanep

Have you tried inserting the SIM card into the new device, rebooting the device, and checking to see if services work?

It's possible the SIM card change may have taken place. When in self-serve, try tapping the little refresher icon and see if the page updates with the new SIM card number.

It's also usually beneficial to first clear all cache and cookies and opening an incognito tab before logging into self-serve.

If after all this, you STILL can't get the new SIM card to work in the device, contact Customer Support:

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Sim card activation

Meow — Sun, 13 Nov 2022 14:33:47 GMT

Yes, you can activate SIM and create PM account by yourself:

Re: Sim card activation

will13am — Sun, 13 Nov 2022 14:58:21 GMT

@shanep , please try changing your SIM card again in the self serve account using incognito mode when accessing the account.

Re: Sim card activation

Yummy — Sun, 13 Nov 2022 16:20:48 GMT

@shanep wrote:
Ok, so I did that, prior to even recieving the long awaited newly purchased sim card (reported lost/stolen...) which doesn't blacklist said reported phone, this only suspends your PM account. Now with newly non activated PM SIM card number at the ready I punch the 19 digits (technically 14 or 15 punched cause the preloaded first few digits) into the profile subsection of the my account section of the PM website. But when trying to edit the number, it just reverts back to 89122-00000-00000-0000 every time I click save changes! And got a compatible and unlocked device for it to be loaded into in hand as well.

Can you try using computer and not phone for account maintenance?

Using clean browser check your account; maybe your SIM has already been switched to new one.

Re: Sim card activation

CS_Agent — Tue, 15 Nov 2022 00:21:01 GMT

Hello there! I hope your day is going well!
The system will automatically close the conversation in 24 hours if there is no reply.
I am doing this follow up to see if you have any other concerns.
Kindly,
Leonardo, CS_Agent

Re: Sim card activation

computergeek541 — Tue, 15 Nov 2022 00:27:28 GMT

@CS_Agent wrote:
Hello there! I hope your day is going well!
The system will automatically close the conversation in 24 hours if there is no reply.
I am doing this follow up to see if you have any other concerns.
Kindly,
Leonardo, CS_Agent

That's for private messages sent to the customer by CS_Agent, correct? Would replying here keep a ticket open? (these aren't private messages)

Re: Sim card activation

CS_Agent — Tue, 15 Nov 2022 00:31:16 GMT

Thank you!