topic Re: SIM card not working in Get Support

SIM card not working

ShawnGus — Tue, 02 May 2023 22:07:04 GMT

My phone lost the ability to send or receive calls (call failed message).

I swapped my SIM with my wife's and it worked fine---but my sim in my wife's and her phone didn't work.

-Don't have to be Sherlock to know the problem. What is the solution?

-Will a new SIM mean that I have to get a new number?

Re: SIM card not working

softech — Tue, 02 May 2023 22:11:14 GMT

@ShawnGus it is good it is not a device problem. Usually putting sim card in another phone will force a sim re-provisioning but it didn't help in this case

please open ticket with support and they will refresh the account

1. Please open ticket via Chatbot (requires access to My Account): click this Chatbot Ticket Link

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

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 not working

dabr — Tue, 02 May 2023 22:14:49 GMT

@ShawnGus It does seem like the SIM card is the issue. No swapping SIMs with a new one doesn't affect your number or plan.

Once you have a new SIM card, just login to your self serve account using incognito/private mode and then select Quick Links/Profile and Change SIM and follow prompts to complete which registers the new SIM to your number and account. Log out and reboot the phone if needed.

edit: one more thing, of course, you need to replace the old SIM with the new one in your phone too after doing the above.

Re: SIM card not working

BKNS27 — Tue, 02 May 2023 22:16:26 GMT

@ShawnGus

Good trouble shooting to determine if it is the SIM or phone issue but sounds like a provisional/backend issue with your SIM. Just Submit a Ticket on SIMon Chatbot bottom of page or private message a CS_Agent on the envelope icon above.

Re: SIM card not working

Meow — Tue, 02 May 2023 22:26:19 GMT

Buy new SIM and do SIM swap.

Little problem is to find PM SIM. Look at official Telus store; you can order from PM site but it might take way to long to receive it. Ebay maybe?