topic Re: Sim card Replacement in Get Support

Sim card Replacement

Koturnenad — Sat, 21 Jan 2023 17:39:53 GMT

Hi I have an account but I never set it up online before I have lost my sim card and have a new sim card but cannot activate it please help

Re: Sim card Replacement

hairbag1 — Sat, 21 Jan 2023 17:43:36 GMT

@Koturnenad

Re: Sim card Replacement

Koturnenad — Sat, 21 Jan 2023 17:44:37 GMT

I never had my online account setup before

Re: Sim card Replacement

Meow — Sat, 21 Jan 2023 17:45:31 GMT

You would need to set up account first and then do SIM swap through it.

How do you pay your bill? Easiest is through your account with autopay.

Re: Sim card Replacement

hairbag1 — Sat, 21 Jan 2023 17:49:02 GMT

@Koturnenad

you can set up your on-line account, the change sim number.

added

https://www.publicmobile.ca/en/bc/get-help/articles/create-a-self-serve-account

Re: Sim card Replacement

softech — Sat, 21 Jan 2023 17:50:40 GMT

@Koturnenad wrote:
I never had my online account setup before

@Koturnenad if you have not setup the acccount yet, you cannot preform the change. First open ticket with PM support and ask them to help creating the accoun and help with sim change

1. Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗"

2. if you have problem 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 to you there

Re: Sim card Replacement

BKNS27 — Sat, 21 Jan 2023 18:11:01 GMT

@Koturnenad

Who activated your lost SIM?

Retailers no longer activate SIMs for PM customers.

Try using your email address as User ID then click on Forgot Password.

If that fails, contact a CS_Agent to help you access your account once credentials are confirmed.

Good luck.

Re: Sim card Replacement

HALIMACS — Sat, 21 Jan 2023 18:17:16 GMT

Let's start from scratch, @Koturnenad :

Have you had active Public Mobile services in the past 90 days
Have you ever signed in to the self-serve site with Public Mobile
Did you try to ACTIVATE your new SIM card already - if so, did you get to the last page where you enter the payment details

Re: Sim card Replacement

softech — Sat, 21 Jan 2023 18:24:06 GMT

there are still many members out there without an account setup , activated from before the "all online ativation" in July. It could take as many as 3 yeras for all these to clean up. Many won't be aware of that until their current credit card expired

Re: Sim card Replacement

darlicious — Sat, 21 Jan 2023 23:57:01 GMT

@Koturnenad

You will need to contact customer support. Best to do this via private message. You can do this by using the link supplied by @softech but please read the spoiler contained in the linked post below for the list of info needed to both preverify your account and get it set up by customer support. Once set up you can get the CSA to swap out your sim card. You can gather enough info to verify thru several sources....

Call 611 or 1 855 4PUBLIC and enter your 10 digit phone number for your basic account info.
Check your credit card statement history to find your activation date, last payment amount and date. You will also need the last 4 digits of the card on file and the expiry date helps as well.
Depending on the age of your account (2+years) you may have had to enter a birthdate at activation. If so this is a very strong account verifier.
Search your emails (enter public mobile in the search bar). Look for your welcome email from public mobile. This will give you your activation date, your account # is embedded in the "Sent to" portion of the email. It could also contain your plan and any promotions associated with your activations. Even if you don't find your welcome email you may find marketing emails from public mobile or specific promotions like the "more is merrier" campaign emails sent out each December starting in 2019. These will indicate that this is the email you used at activation.
Did you save the original Sim card plastic casing (credit card size)? This will contain your original Sim card # on the back of the card. Or your original reciept from an in store activation? You may have recieved a print out containing the info entered to originally activate your account.
Do you have the device you were using with your lost Sim card ? Or the original box and packaging and/or reciept? This will have your device's IMEI#. The IMEI# will be on your account and can be used to verify the account.
If you have ever purchased any add ons thru 611 you can name what you have purchased.
If you have a $$ rewards account being able to identify your rewards such as your $2 autopay and your $1+ loyalty amount will help. ( Check your credit card statement for the change in the plan amount charged plus tax. ie. $15 plan minus $2 autopay=$13+tax. After 1 year it will have changed to $15 - $2=$13 - $1(loyalty)=$12+tax and so on.....
If you entered an alternate phone # at activation you may be able to identify it if you used your spouse or landlines phone #.
Depending on when you last used your phone you may be able to supply the last few phone numbers that sent/recieved calls or texts.

As mentioned read the following post and/or spoiler for more info on sending a private message. Do not post any of this info here in the community. Only include it with your private messages with or to public mobiles customer support. Good Luck!

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/td-p/821771#M550981