topic Re: I SIM card issues in Get Support

I SIM card issues

ronsko93 — Fri, 10 Feb 2023 15:19:56 GMT

Is I’m card just stopped working in all devices just shows up and no SIM card in device

Re: I SIM card issues

softech — Fri, 10 Feb 2023 15:24:18 GMT

@ronsko93 so, you already test the sim card in different phones/

if so, yes, there is a chance the sim card is faulty with "No sim" errro

and you checked My Account and it is active?

if you need a new sim, check it with local Telus/Koodo store or via Amazon

Re: I SIM card issues

HALIMACS — Fri, 10 Feb 2023 15:27:43 GMT

Check to see if the device is blacklisted by checking devicecheck.ca

also, check the Telus outage maps for any outages in your location

Also, confirm that the Sim number on the Sim card itself matches the Sim number registered to the account under the respective self-serve account. You will find that under your profile tab in there.

Re: I SIM card issues

BKNS27 — Fri, 10 Feb 2023 15:27:14 GMT

@ronsko93

Check your account to see if it is Active or suspended.

If you can’t login to your account then it is closed due to nonpayment for longer than 90 days.

Re: I SIM card issues

ronsko93 — Fri, 10 Feb 2023 15:28:15 GMT

My account is active

Re: I SIM card issues

BKNS27 — Fri, 10 Feb 2023 15:32:22 GMT

@ronsko93

Then there could be a provisional issue with the SIM. You will need to contact a CS_Agent to look into the problem.

A friend had the same issue and he put in the SIM backward in the SIM tray so check to see if it is installed correctly.

Re: I SIM card issues

CountyDownIeUk — Fri, 10 Feb 2023 15:30:12 GMT

If your SIM card is still installed, reseat it and reboot phone.

Re: I SIM card issues

esjliv — Fri, 10 Feb 2023 15:31:21 GMT

@ronsko93 - When logged into your My Account go to the Profile section and check the SIM card listed there, and ensure it matches the actual SIM card that is in your device.

If they are different this could be a SIM jacked/fraud issues....likely not the cause here, just confirming before next steps.

Let us know if the numbers match.

Re: I SIM card issues

ronsko93 — Fri, 10 Feb 2023 15:42:58 GMT

I’ve tried in more then 1 device and nothing

Re: I SIM card issues

ronsko93 — Fri, 10 Feb 2023 15:47:47 GMT

its the right way and I want to talk to a agent but it just keeps taking me in circles and not letting me talk to someone I’ve been with pm for 3 years now and now I’m just getting **bleep**ed around I’m not impressed atm and probably over a 10 dollar SIM card that I can’t just go to a store and buy 1 I have to order it online and my account is active for 10 more days so I had went bought a lucky SIM card and bought a 55 dollar plan so I can have this issue fixed. It’s **bleep**ing stupid now I’ll have to wait 10 days to get new SIM card and then have to redo my plan when i get it so stupid like come on something has to be done I’m so not impressed

Re: I SIM card issues

HALIMACS — Fri, 10 Feb 2023 15:51:22 GMT

If the device is not blacklisted, @ronsko93 , and the SIM card # matches the one registered under your account information in the profile section of self serve, contact customer support agent and see if they can reprovision it for you:

check for a potential outages in your area first:

https://www.telus.com/en/ns/outages

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: I SIM card issues

HALIMACS — Fri, 10 Feb 2023 15:56:06 GMT

Did you port your number to Lucky … cause if you did, you closed your PM account and that’s why it doesn’t work.

hopefully, if you activated an account with them, you did so with a different number that they provided on the activation.