topic New SIM not a week old suddenly stopped working in Get Support

New SIM not a week old suddenly stopped working

RickL1 — Thu, 13 Jul 2023 19:59:40 GMT

Lost my phone about 2 weeks ago and got a new one along with ordering a new sim from PM. Installed it, registered it and got my account off lost/stolen mode and all was well. After going through the new phone I realized it was defective. The biometrics were not working so sent it back for a replacement. In the meantime I took out my old LG G5 out as a temp till the new one comes back. Swapped out the sim and again all was well.
Now today I noticed at the top of the phone it's states no sim chip found emergency calls only. I checked to see if the phone was on airplane mode which it wasn't. I powered off my phone I took out the sim and inspected it and it looked fine and a slide it back in. Mobile data option is greyed out. Never had this problem with PM before. Everything on my phone checks out but the sim chip is not being detected.It's like it just pooched out. How do I get this dfective chip replaced? When I go to contact a rep it just brings me to a 404 page not found. Plus this website is slow as molases.

Thanks

Re: New SIM not a week old suddenly stopped working

softech — Thu, 13 Jul 2023 20:38:19 GMT

@RickL1 sim card rarely fails, usually it is the sim reader on the phone that fails

Try to reseat your sim card. Power off the phone, take sim out for a minute, then put it back and power up

if that does not work, try to put your sim in another phone to test to confirm if it is a device issue

if nothing works, message support and ask them to let you buy one from store (fo lr quick turnaround) and ask them to reimburse you the cost. Message them here

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 not a week old suddenly stopped working

RickL1 — Thu, 13 Jul 2023 20:59:25 GMT

Thanks for your quick reply.
I will head over to a friends place and try the sim in their phone. I know the phone they have is unlocked.
Actually I'll try it in a few phones to triple testing. lol
I'll report back.

Re: New SIM not a week old suddenly stopped working

BKNS27 — Thu, 13 Jul 2023 21:14:21 GMT

@RickL1

Beside from test the SIM in another phone.

Check to see if there are any outages in your area:

https://istheservicedowncanada.com/status/telus/map

Re: New SIM not a week old suddenly stopped working

RickL1 — Thu, 13 Jul 2023 21:16:24 GMT

One of the first things I did was check for that. All is well in my area of Northern Ontario.

Re: New SIM not a week old suddenly stopped working

RickL1 — Thu, 13 Jul 2023 21:20:17 GMT

Ok...so I took out the sim card and reseated it. Nothing happened.
but then I thought about it a bit more.
I took it back out and cleaned the surface with a soft cloth and 90% rubbing alcohol.
BOOM...it worked.
I guess there must of been a tiny bit of build up from the handling of these cards over its travels.
Old phone is up and running again.
Thanks again guys for all your help.
Now to call my mom so she doesn't think I've been kidnapped or something.
lol

Re: New SIM not a week old suddenly stopped working

softech — Thu, 13 Jul 2023 21:41:09 GMT

@RickL1 happy that it is now resolved. Yes, good thing for sim is it rarely fails, but dirts are its enemy 🙂