topic Re: New Sim for 5G doesn't work in Get Support

New Sim for 5G doesn't work

Theryguy0615 — Mon, 05 Jun 2023 22:12:24 GMT

Hey everyone:

So I switched to 5G bought a new Sim and completed all the steps to link my Sim, except to activate it it says login to the app to activate and for somE reason I j8st cannot login to the app can so eone plz help me I'm without a phone just gave my son bone marrow for his leukemia and stuck alone in bed, I barely have a WiFi signal cuz its the neighbours I need this activated... Thank you

Re: New Sim for 5G doesn't work

softech — Mon, 05 Jun 2023 22:09:50 GMT

@Theryguy0615 are you activating new account with the new sim card or you are swapping sim card with an existing account?

If you are switching sim card with existing account, you need to login to My Account using a computer or laptop only (cannot use the mobile site as it has some glitches from earlier). Go to My Account's Profile page, click on the Pencil on the right to Edit and update the new sim card

If you are activating new account, and try to login again, you can use the Reset Code trick to ask the system to send the 2FA code to your email

If it does not work, please open ticket with support by messaging them

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: New Sim for 5G doesn't work

Theryguy0615 — Mon, 05 Jun 2023 22:12:19 GMT

I believe I just swapped, and it says to activate the new Sim I must login to the app, but your telling me the app doesn't work? I don't have a comp or laptop so what now?

Re: New Sim for 5G doesn't work

dust2dust — Mon, 05 Jun 2023 22:18:07 GMT

So you have been a customer? Why did you buy a sim if you're an existing customer?

Or are you newly activating a whole new service as a new customer?

Re: New Sim for 5G doesn't work

Handy1 — Mon, 05 Jun 2023 22:21:40 GMT

@Theryguy0615

SIM SWAPPING profile tabs

Re: New Sim for 5G doesn't work

esjliv — Mon, 05 Jun 2023 22:25:56 GMT

@Theryguy0615 you don't need a new SIM card if you are just changing to a 5G plan. Or, are you doing something else? Are you going from an eSIM to physical SIM?

Do help articles provide any info: https://www.publicmobile.ca/en/ns/get-help/articles/speed-tiers

Edit to add info. on eSIM (if this applies to you): https://www.publicmobile.ca/en/ns/get-help/articles/esim-faqs

Re: New Sim for 5G doesn't work

Theryguy0615 — Mon, 05 Jun 2023 22:28:45 GMT

No I tried to switch from my 15 Gb plan to 30 Gb and It really screwed up my account the lady in the store said I needed a new Sim to switch and it was also asking me to link a new Sim, which I completed all the steps at the very end it said to login to the app to finish activation but I cannot login to the app

Re: New Sim for 5G doesn't work

BKNS27 — Mon, 05 Jun 2023 22:30:06 GMT

@Theryguy0615

You need to create a new Eversafe ID using your registered email and password. Your Community email will be the same as your account.

Once ID is created then you can login on the app or website.

Re: New Sim for 5G doesn't work

softech — Mon, 05 Jun 2023 22:30:36 GMT

@Theryguy0615 wrote:
No I tried to switch from my 15 Gb plan to 30 Gb and It really screwed up my account the lady in the store said I needed a new Sim to switch

@Theryguy0615

the lady was WRONG

A plan change does not require a new sim. You can keep using your old sim

So, can you log back into your old account now? If so, make a plan change request there if you have not done so

For your new sim, I hope you have not activated yet, you don't need a new activation

Re: New Sim for 5G doesn't work

dust2dust — Mon, 05 Jun 2023 22:31:45 GMT

Oh my what a mess. You didn't need a new sim to change the plan. Are you able to log in to the account using the web page instead of the app? Does your old sim still work?

Re: New Sim for 5G doesn't work

Jax0904 — Mon, 05 Jun 2023 22:45:34 GMT

@dust2dust wrote:
Oh my what a mess. You didn't need a new sim to change the plan. Are you able to log in to the account using the web page instead of the app? Does your old sim still work?

Re: New Sim for 5G doesn't work

Jax0904 — Mon, 05 Jun 2023 22:46:37 GMT

My accou t expired today I put in the new Sim and linked it I paid $56 altogether and can't use anything I can putnin my old sim if you can add the funds

Re: New Sim for 5G doesn't work

Jax0904 — Mon, 05 Jun 2023 22:48:35 GMT

I did select an change and that's how all this happened,! I either just want service or a refund at this point I can give the Sim card number, all it says is login to the app I can get so far but then it just says checking session and its keeps spinning but it also did that earlier with the old sim

Re: New Sim for 5G doesn't work

softech — Mon, 05 Jun 2023 22:50:03 GMT

@Jax0904 were you successfully change sim card?

Can you login to My Account again using Incognito mode on a desktop or laptop, go to Profile page and click the eye besides the sim card and confirm if it shows the new sim card number?

If it still showing your old sim card number, the sim was not updated properly, you have ot click on the Pencil to the right and update the sim card again. (Please remember to check My account using Incognito mode on a desktop or laptop for making the sim card change)

https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Re: New Sim for 5G doesn't work

Jax0904 — Mon, 05 Jun 2023 22:50:42 GMT

@softech wrote:
@Jax0904 were you successfully change sim card?
Can you login to My Account again using Incognito mode on a desktop or laptop, go to Profile page and click the eye besides the sim card and confirm if it shows the new sim card number?
If it still showing your old sim card number, the sim was not updated properly, you have ot click on the Pencil to the right and update the sim card again. (Please remember to check My account using Incognito mode on a desktop or laptop for making the sim card change)
https://myaccount.publicmobile.ca/en/account/profile/change-sim-number

Re: New Sim for 5G doesn't work

dust2dust — Mon, 05 Jun 2023 22:52:20 GMT

@Jax0904- Are you @Theryguy0615 ? Or do you have a different problem? Why did you put in a new sim? Is this a whole new service or are you an existing customer?

Do not supply technically or personally identifiable information here.

Re: New Sim for 5G doesn't work

Jax0904 — Mon, 05 Jun 2023 22:52:54 GMT

I don't have a laptop or computer that's why I was trying to buy an account with more data, I have to take a break I'm literally in tears I'm so confused! I can't even leave my house to go to public computer, cuz of my bone marrow surgery, this is the first time I been brought to tears from a phone comoany

Re: New Sim for 5G doesn't work

Jax0904 — Mon, 05 Jun 2023 23:30:50 GMT

If I try to login it tries to send a text to my xxxxxxxxxxxxxxxx but my account expired today and I spent $56 on the new plan

Re: New Sim for 5G doesn't work

Jax0904 — Mon, 05 Jun 2023 23:00:28 GMT

Hello yes I am theryguy0615 I'm sorry I'm getting so many replies and trying to do everything I'm told yes I am theryguy0615

Re: New Sim for 5G doesn't work

softech — Mon, 05 Jun 2023 23:02:27 GMT

@Jax0904 wrote:
If I try to login it tries to send a text to my xxx xxx xxxx but my account expired today and I spent $56 on the new plan

@Theryguy0615 @Jax0904 this is an open forum, please remove your phone number for your protection. Go back to the post, click the down arrow on the top right and select Edit Reply

For login, it can send to your email, too, click Resend code and Send email