topic Re: Sim card swap in Get Support

Sim card swap

leesor — Thu, 11 May 2023 17:36:16 GMT

Hello

I swapped out a new sim card as I couldn't find my original. I went online and registered the new sim. Unfortunately it is not working How do I get someone to fix this? Thanks

Re: Sim card swap

softech — Thu, 11 May 2023 17:38:00 GMT

@leesor The key is to use a desktop or laptop to request change sim card and NOT on mobile phone as there is a problem with this portion of the mobile site, so, it won't work on mobile phone or tablet

Login to My Account using only a desktop or laptop computer Click Quick Links and then click Change SIM card, enter the new sim card number and complete the step

https://selfserve.publicmobile.ca/en/account/edit/your-account

Re: Sim card swap

leesor — Thu, 11 May 2023 17:58:05 GMT

OK thanks I will try that and repost if that doesn't work.

Re: Sim card swap

leesor — Thu, 11 May 2023 22:18:31 GMT

I attempted to change the sim number in desktop mode. The system says I cannot change to the same sim. It seems the change was accepted in mobile and will not allow me to resale as per your instructions

Re: Sim card swap

dust2dust — Thu, 11 May 2023 22:22:29 GMT

So it seems that the service is not working to begin with. Is the account active? Have you done a full power down restart? Is this a different phone of the one your previous sim was in?

Are you connected to Public? Can you call in or out? Text in or out? Browse the internet on cell data (not wifi)?

Re: Sim card swap

softech — Thu, 11 May 2023 22:23:59 GMT

@leesor if you go back to Profile page of My Account, check the sim number, does it shows the new one? if so, reboot the phone once

And if that does not work, look like time to get support involved

1. Please open ticket via Chatbot (requires access to My Account) using direct link: https://publicmobile.ca/chatbot.

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

leesor — Thu, 11 May 2023 22:28:04 GMT

Yes the account is active. I was away for six weeks. I powered down the phone. I even tried to put the sim in another phone. Not working there. I tried to call my number from another phone and it went to voicemail.

Re: Sim card swap

dust2dust — Thu, 11 May 2023 22:31:40 GMT

And when you view the sim # in the account all the numbers agree with the physical card in your phone?

Away, like out of country? Did you use a different service wherever you were?

Re: Sim card swap

leesor — Thu, 11 May 2023 22:46:53 GMT

Yes numbers match. I did use a different sim out of the country for 7 weeks

Re: Sim card swap

dust2dust — Thu, 11 May 2023 22:49:00 GMT

Have a go at doing a network reset. What make and model phone is it? It might be that it still sort of thinks it would like to keep talking to your other service.

Re: Sim card swap

softech — Thu, 11 May 2023 22:50:31 GMT

@leesor oh, you used another time before.

would be good to click Reset All Networks and then go to the VPN screen on your phone and delete all VPN profiles