topic Re: New SIM number not recognized and phone not working in Get Support

New SIM number not recognized and phone not working

Seanu6 — Tue, 14 Mar 2023 00:23:57 GMT

I bought a new Public SIM card when my old phone was lost.

Public system doesn't recognize the SIM card number as valid.

I have no phone service.

Re: New SIM number not recognized and phone not working

pmbc — Tue, 14 Mar 2023 00:27:19 GMT

@Seanu6 Did you buy this direct from PM or 3rd party? If it's not recognized as a valid SIM you're going to need to get another SIM. I'd suggest contacting support to have them validate whether the SIM is valid or maybe it was a previously used SIM that's no long active.

You can contact an agent using the chatbot. Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Here is a help article about how to contact the CS Agent.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: New SIM number not recognized and phone not working

dust2dust — Tue, 14 Mar 2023 00:29:00 GMT

How many digits in the sim number? This place is 19.

You're using the account to change sim right? Not doing a whole new activation?

Re: New SIM number not recognized and phone not working

esjliv — Tue, 14 Mar 2023 00:45:22 GMT

@Seanu6 - where are you getting this invalid issue? You should be in My Account and perform a SIM-SWAP.

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap

Have you listed your phone/account in lost/stolen status in My Account? Or is it suspended or Active?

Get your account Active status then try again.

If 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: New SIM number not recognized and phone not working

BKNS27 — Tue, 14 Mar 2023 01:09:58 GMT

@Seanu6

Double check the 9 digit number after 8912230000xxxxxxxxx.

If it first 10 digit 8912230000 is not the same then you don’t have a PM SIM.

Re: New SIM number not recognized and phone not working

softech — Tue, 14 Mar 2023 01:14:13 GMT

@Seanu6 Are you changing sim card after you login to My Account? if you are, then you are in the right place. But try again using desktop or laptop computer

Re: New SIM number not recognized and phone not working

computergeek541 — Tue, 14 Mar 2023 17:17:40 GMT

direspectful post removed