topic Re: SIM card activition in Get Support

SIM card activition

Nancysun567 — Wed, 08 Feb 2023 11:22:25 GMT

I changed my another cell SIM card , because I have to keep the phone number.I also change the SIM card number on the account.how come that phone still does not work

Re: SIM card activition

Handy1 — Wed, 08 Feb 2023 03:45:58 GMT

@Nancysun567 Try rebooting the phone for starters

Re: SIM card activition

softech — Wed, 08 Feb 2023 03:48:08 GMT

@Nancysun567 did you login to My Account and change sim card using Change SIM card option there?

If you did, did you use a phone to access the Change Sim card page? or did you use a desktop or laptop computer?

for that page, there is a problem when accessed via the phone or tablet,

You will need to login to My Account again using Incognito mode on a desktop. Check the profile page to see if the sim card was changed. if the number showing still the old one, try to change it again (make sure you are using desktop or laptop computer)

Re: SIM card activition

BKNS27 — Wed, 08 Feb 2023 03:49:03 GMT

@Nancysun567

Reboot your phone by powering the phone off by holding down the power button then power off the phone and power back on.

Re: SIM card activition

LoveNature — Wed, 08 Feb 2023 03:54:07 GMT

Hi @Nancysun567

use browser from computer/open inPrivate mode,
Login to your account and go profile to change SIM card number and save it,

Re: SIM card activition

HALIMACS — Wed, 08 Feb 2023 13:04:23 GMT

Can you please try to rephrase what it is you’re doing, or wanting, @Nancysun567 ?

It sounds like you have a public mobile account and you want to keep that account.

You talk about changing the SIM cards - by that do you mean activating a new service HERE or simply changing SIM cards because the prior SIM card may have become unusable due to being loss/stolen/damaged?

or is it something completely different?

Re: SIM card activition

esjliv — Wed, 08 Feb 2023 13:17:20 GMT

@Nancysun567 - yes, i am a bit confused about what you are saying also. Please clarify.

Are you:

replacing a phone and just want to move the old Public Mobile SIM card from the old phone to the new phone. You should be able to do this easy-peasy, just take out the old phone and enter in the the new phone. Remove/add outer adapters as necessary.
trying to activate a Public Mobile account by porting from another provider through the Activation pages...or, through your My Account?
trying to replace a damaged or lost SIM card that is currently connected to your Public Mobile account?
See "How To Change Your SIM Card" in Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap

Re: SIM card activition

Nancysun567 — Wed, 08 Feb 2023 15:51:12 GMT

Hi Thanks for your response. I did step 3 above you recommend. It still does not work. Please help, Thanks

Re: SIM card activition

BKNS27 — Wed, 08 Feb 2023 15:54:18 GMT

@Nancysun567

If you change the SIM on your account as per #3. Try rebooting your phone and see if that works.

Re: SIM card activition

esjliv — Wed, 08 Feb 2023 15:54:41 GMT

@Nancysun567 wrote:
Hi Thanks for your response. I did step 3 above you recommend. It still does not work. Please help, Thanks

@Nancysun567 - ok, you are trying to swap sims on your account.

If your account is in lost/stolen status now, please go in an resume/reactivate services (make a manual payment if you need to).

Then log out, and go back in. Can you then perform the SIM swap?

If still issues with your My Account, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

Re: SIM card activition

Nancysun567 — Wed, 08 Feb 2023 15:56:53 GMT

Yes , you are part of right. I try to replace previous SIM due to lost. I did changing the SIM card number on the account. However, the phone still does not work

Re: SIM card activition

softech — Wed, 08 Feb 2023 15:56:54 GMT

@Nancysun567 are you using a mobile phone or tablet or desktop or laptop?

For Change sim card , you have to access via Desktop or laptop or it won't work

Re: SIM card activition

esjliv — Wed, 08 Feb 2023 15:58:31 GMT

@Nancysun567 wrote:
Yes , you are part of right. I try to replace previous SIM due to lost. I did changing the SIM card number on the account. However, the phone still does not work

@Nancysun567 - what is the status of your account showing?

Re: SIM card activition

Nancysun567 — Wed, 08 Feb 2023 15:58:32 GMT

I use a MAC book to change the SIM Card number. Still the phone does not work

Re: SIM card activition

softech — Wed, 08 Feb 2023 16:00:10 GMT

@Nancysun567 reboot your phone once see if it works

if not, login to My Account again, go to Profile page, and check if the sim card number showing there matches the new sim card

https://selfserve.publicmobile.ca/en/account/my-profile

If so and still does not work, you will need to open ticket with PM support:

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you have trouble with Chatbot or you don't have access to My Account: 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 activition

esjliv — Wed, 08 Feb 2023 16:02:11 GMT

@Nancysun567 wrote:
I use a MAC book to change the SIM Card number. Still the phone does not work

@Nancysun567 presumably you lost/damaged your phone and sim card so this is why you are swapping the sim card now.

What if the issue is with your phone? Is it locked, is it blacklisted?

We need to know the status of your account, then if you can test the SIM card into another phone, this would rule out a device issue if it works in another phone.