topic Re: my parents lost their sim cards and can't sign back into public mobile. in Get Support

my parents lost their sim cards and can't sign back into public mobile.

Jazmyn — Sat, 27 May 2023 21:02:49 GMT

My mum signed up with telus for their cell phones and, unsurprisingly, immediately got screwed and they didn't keep any of their promises with their new plans.

Problem being, they both threw out their SIM cards with public mobile (which they now want to keep) without cancelling their billing info, first. So both of them still have active accounts. But when they go to sign into their accounts, they can't without giving a code sent via text - or voicemail - to their original public mobile phone numbers. No sim card, no text.

They can't speak to support without signing in. I've sent a message to public mobile customer support through my account, but in the meantime was hoping for some insight here. @CS_Agent

Re: my parents lost their sim cards and can't sign back into public mobile.

Handy1 — Sat, 27 May 2023 21:07:22 GMT

@Jazmyn as long is hasn’t been more 90 days suspended they could get new SIM cards and do a SIM card swap on there my account or get support to help .. here’s the link to support

while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Re: my parents lost their sim cards and can't sign back into public mobile.

Handy1 — Sat, 27 May 2023 21:12:36 GMT

@Jazmyn If you hit resend it should give you an option to send to email instead try that

Re: my parents lost their sim cards and can't sign back into public mobile.

hTideGnow — Sat, 27 May 2023 21:15:15 GMT

hi @Jazmyn if the porting was not completed, message support to get access back to My Account

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

But if porting was done, account would have been closed

Re: my parents lost their sim cards and can't sign back into public mobile.

Jazmyn — Sat, 27 May 2023 21:17:58 GMT

funny thing is, it made me add a code from email first, then once it let us sign in that way it made me confirm via text. Now the only options it gives is text or voicemail. Zero options for email.

Re: my parents lost their sim cards and can't sign back into public mobile.

Jazmyn — Sat, 27 May 2023 21:22:06 GMT

But the problem is they can't get into their account, and the billing is still on auto billing. Support is saying they can't get into their account at all, and to just order a new sim card, then do the port, all under a new email as well. It will also take a week or two for a sim card to get here because they pulled out of all the stores here.

Re: my parents lost their sim cards and can't sign back into public mobile.

hTideGnow — Sat, 27 May 2023 21:22:30 GMT

hi @Jazmyn normal id the new login was not setup completely

you might need to have suppoet to help instead . Message them

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

Re: my parents lost their sim cards and can't sign back into public mobile.

Handy1 — Sat, 27 May 2023 21:22:32 GMT

@Jazmyn so sounds like porting wasn’t complete if your were able to sign into account … so get support to help you regain access

Re: my parents lost their sim cards and can't sign back into public mobile.

Jazmyn — Sat, 27 May 2023 21:25:23 GMT

No, there was no porting. Telus never spoke to Public Mobile. Support is saying they cannot help us get back into his Public Mobile account without his original SIM card.

Re: my parents lost their sim cards and can't sign back into public mobile.

Handy1 — Sat, 27 May 2023 21:29:43 GMT

@Jazmyn so why did they toss the SIM cards if no other sim to potentially replace with Telus … no way to retrieve them in the garage can maybe .. I’m at a loss , I would figure if you lost your phone as people here before have they would get a new SIM card and swap SIM card number and have there account working again

Re: my parents lost their sim cards and can't sign back into public mobile.

Jazmyn — Sat, 27 May 2023 21:35:12 GMT

They didn't throw them out. He put it in the envelope and it fell out. This all happened within the past few hours. According to what the customer service agents for public mobile are telling me, if you lose your phone (or your phone with your sim card) there is absolutely no way to get back into your account. You have to give them a massive list of identifying stuff (that if you don't remember what you last did, there's no way you can answer it - as we're finding out right now) and so we're even struggling to get them to agree to turn off the billing.

Re: my parents lost their sim cards and can't sign back into public mobile.

Jazmyn — Sat, 27 May 2023 21:36:41 GMT

Saying "they threw them out" just seemed easier than explaining they put them inside envelopes, went to two different Telus dealers to try to get this sorted out, and lost them somewhere on the way.

Re: my parents lost their sim cards and can't sign back into public mobile.

hTideGnow — Sat, 27 May 2023 21:38:38 GMT

Hi @Jazmyn lol

thanks for explaining. In fact? good enough to say lost. lol

if porting was not completed, get a PM sim card back, message support and they can be back within a day, or two

Re: my parents lost their sim cards and can't sign back into public mobile.

Handy1 — Sat, 27 May 2023 21:41:22 GMT

@Jazmyn If worst comes to worse and then cannot do anything and won’t turn billing off , and regrettable they leave PM for good then you can do a charge back after the fact or pause the credit card on file so the accounts go into suspended state and no more charges will incur … but that’s a worst case senerio of course

Re: my parents lost their sim cards and can't sign back into public mobile.

Handy1 — Sat, 27 May 2023 21:44:51 GMT

@Jazmyn Seems like just bad timing of your folks loosing the SIM cards and PM rolling out this new app and eversafe ID … that is causing this trouble before the new app you could replace SIM card sign i yourself and swap them or have support do it for you … why they cannot do it now ,, even with verifying the alternate number on the account is beyond me

Re: my parents lost their sim cards and can't sign back into public mobile.

Jazmyn — Sat, 27 May 2023 23:11:08 GMT

A bit of good luck! They found his SIM card so at least he can keep using his account. Hers we were able to disable auto-billing before they lost the SIM, so.... There's that, I guess. Haha.

Re: my parents lost their sim cards and can't sign back into public mobile.

Handy1 — Sun, 28 May 2023 12:29:33 GMT

@Jazmyn Omg ok YAY , well glad you got one of them figured out 🙂

Re: my parents lost their sim cards and can't sign back into public mobile.

hTideGnow — Sun, 28 May 2023 12:35:11 GMT

hi @Jazmyn but you still need to buy a new sim for the second line 🙂

Get it from Telus or Koodo stores around you, then submit ticket with agent to change the sim or ask them to help to setup the login so you can change the sim yourself after

Re: my parents lost their sim cards and can't sign back into public mobile.

Jazmyn — Sun, 28 May 2023 17:41:46 GMT

My mum was pretty upset over all this and losing any of her loyalty benefits plus the cheaper plan they no longer offer so she cancelled hers. Also, no where in our city carries sim cards anymore. Not a single telus or koodo location. They drove all over yesterday trying to find one. We can ONLY get them by ordering one online. So she has left Public Mobile.

Re: my parents lost their sim cards and can't sign back into public mobile.

hTideGnow — Sun, 28 May 2023 17:50:34 GMT

HI @Jazmyn she can still come back. The "cancel" is usually just Pre-authorized payment being disabled and you have 90 days to come back, unless she ported the number out (didn't you say the porting to Telus was not completed?)

if her accounts was not closed, you can still buy a sim card from Amazon for $5 and get the sim ard within 2 days. So, sort out if the PM account really closed first