topic Re: New Sim Card in Get Support

New Sim Card

CallaFarn — Sat, 22 Apr 2023 19:47:02 GMT

So, I changed my sim card, updated the new number in my account, got an email confirming that my new sim card number has been activated, but when I try to use my phone, it says "not registered on network". I tried turning my phone off and on again, taking the sim card out and putting it back, etc. Nothing

Re: New Sim Card

popping — Sat, 22 Apr 2023 19:55:56 GMT

@CallaFarn

You are doing the correct procedures to your phone working after switching to a new SIM card.

What is your reason why you want a new SIM on your account?

Re: New Sim Card

maximum_gato — Sat, 22 Apr 2023 20:04:34 GMT

@CallaFarn

It's quite possible that when you changed your Sim card it didn't provision correctly to your account. Do you have your old Sim card? Was it working before you swapped Sim cards? If yes put it back in your phone and see if it works. If no then you just transferred your issue to your new Sim card and will need to contact customer support to fix it.

Click on SIMon at the bottom of your page to submit a ticket or send a private message using the link below if you cannot use the chatbot.

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

Re: New Sim Card

Dunkman — Sat, 22 Apr 2023 20:13:19 GMT

@CallaFarn

You might also want to double check your self service account to make sure that the SIM card numbers match. Make sure that there were no typos when you entered the new SIM card number.

Re: New Sim Card

CallaFarn — Sat, 22 Apr 2023 21:12:22 GMT

Lost my last phone with the SIM card. Bought a new phone and card.

Re: New Sim Card

CallaFarn — Sat, 22 Apr 2023 21:13:01 GMT

Lost my last phone with the SIM card, so bought a new phone and card.

Re: New Sim Card

maximum_gato — Sat, 22 Apr 2023 21:19:12 GMT

@CallaFarn

A new phone....new, new or second hand new?

Edit:

If it's the latter perhaps rule out blacklisting first....

https://www.devicecheck.ca/check-status-device-canada/

Have tried the new Sim card in another device? Do you have one you can borrow to see if the Sim card gets the same message?

Re: New Sim Card

softech — Sat, 22 Apr 2023 21:18:06 GMT

@CallaFarn

did you make the sim card change request using a Desktop or phone? there is problem requesting sim card change if you use a phone

If you used a desktop or laptop, it is good, try to reboot the phone once again

Also, go back to to My Account using Incognito mode, check the profile page and see if it shows the new sim number. If it does, then you need PM support to help to re-provision the sim card

Re: New Sim Card

CallaFarn — Sat, 22 Apr 2023 21:18:08 GMT

New to me. Second hand. Samsung Galaxy S22 Ultra.

Re: New Sim Card

CallaFarn — Sat, 22 Apr 2023 21:18:31 GMT

Checked. SIM number matches.

Re: New Sim Card

maximum_gato — Sat, 22 Apr 2023 21:27:03 GMT

@CallaFarn

Check your IMEI# at device check to rule that out.

Re: New Sim Card

CallaFarn — Sat, 22 Apr 2023 21:39:19 GMT

Rats!! The emei number is blacklisted. But not the emei E sim number. I will contact the seller, but not too hopeful.Thanks very much. This appears to be the issue. Thanks, all.

Re: New Sim Card

maximum_gato — Sat, 22 Apr 2023 21:46:27 GMT

@CallaFarn

Sorry about that....often only the main Sim IMEI# will be blacklisted in a dual sim phone. Good Luck hopefully you had an honorable seller.