topic Re: SIM no longer working in Get Support

SIM no longer working

mleger — Sat, 02 Sep 2023 13:10:46 GMT

I have a sim on another account that is no longer working and I can't sign into that account because I can't retrieve the code being sent to my phone because the SIM isn't working. Can someone reach out to me to get this resolved?

Re: SIM no longer working

softech — Sat, 02 Sep 2023 13:12:36 GMT

@mleger

did you try the sim in another phone to confirm it is not a phone issue? Or maybe the account was suspended? when was the last time you paid the account?

you can still login My Account by asking the code to send to the email, On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email

Re: SIM no longer working

mleger — Sat, 02 Sep 2023 13:14:44 GMT

I have always paid for the account since we created but we took away the device from my son for a bit and recently turned the device back on and it won't reconnect to the mobile network.

Re: SIM no longer working

mleger — Sat, 02 Sep 2023 13:21:10 GMT

also when I try to resend code only text and voice message are available for that account.

Re: SIM no longer working

softech — Sat, 02 Sep 2023 13:21:56 GMT

@mleger

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps, please open ticket with support by direct message 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: SIM no longer working

Grik77 — Sat, 02 Sep 2023 13:33:16 GMT

Thanks I am back into the account and the service says it's on but I cannot determine why the SIM service isn't working anymore

Re: SIM no longer working

softech — Sat, 02 Sep 2023 13:34:18 GMT

@Grik77

Put the sim card in another phone and test. Before putting the sim in, make sure you wipe it clean

Re: SIM no longer working

Grik77 — Sat, 02 Sep 2023 13:35:04 GMT

We have.

Re: SIM no longer working

softech — Sat, 02 Sep 2023 13:45:49 GMT

@Grik77

so, you have the same result when the sim is in another phone? What error you got? SOS? SIM not provisioned?

sim cards rarely fail, but if you like like, you can first message support for them to investigate further or ask them to reimburse you the cost of a new sim card for replacement:

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: SIM no longer working

hairbag1 — Sat, 02 Sep 2023 13:47:58 GMT

@Grik77 wrote:
Thanks I am back into the account and the service says it's on but I cannot determine why the SIM service isn't working anymore

What makes you say the sim isn't working ? Is the account Active or Suspended ? Dial 611 from that cell, to hear plan status. Can you call, text or use data ?

Re: SIM no longer working

Grik77 — Sat, 02 Sep 2023 14:28:39 GMT

Because the phone says there is no service on any device that I put the SIM into it.

Re: SIM no longer working

Grik77 — Sat, 02 Sep 2023 14:28:56 GMT

SOS is the error and No service

Re: SIM no longer working

BKNS27 — Sat, 02 Sep 2023 14:32:24 GMT

@mleger

Try rebooting your phone by powering off then power back on.

Re: SIM no longer working

Grik77 — Sat, 02 Sep 2023 14:34:53 GMT

We've powercycled a few times over a few devices

Re: SIM no longer working

dust2dust — Sat, 02 Sep 2023 14:36:02 GMT

@Grik77- What happened to mleger? 🙂

Since you can log in, go to profile and hover over or click the eye symbol for the sim # and look at the physical card to see if the numbers match.

Re: SIM no longer working

LitlLdy — Sat, 02 Sep 2023 14:42:49 GMT

@mleger , this may be a dumb suggestion since the rest hasn’t worked but have you tried resetting network settings then rebooting the phone?

Re: SIM no longer working

Grik77 — Sat, 02 Sep 2023 14:43:01 GMT

It would seem that my son has lost his SIM and didn't want to admit it and gave me an old SIM he had found. I'll have to order a new one. Thanks all for the help.

Re: SIM no longer working

LitlLdy — Sat, 02 Sep 2023 14:47:25 GMT

@Grik77 wrote:
It would seem that my son has lost his SIM and didn't want to admit it and gave me an old SIM he had found. I'll have to order a new one. Thanks all for the help.

@Grik77 , ahh ok now it makes sense! Thank you for updating us!

Edit: Amazon has them on sale for $4.99 with free shipping if you have Amazon Prime. Which get delivered pretty quickly!

Public Mobile Prepaid SIM Prepaid Phone - (Universal/SmartPhones), Packaging May Vary : Amazon.ca: Electronics

Re: SIM no longer working

dust2dust — Sat, 02 Sep 2023 14:54:31 GMT

@Grik77- The truth will out. 🙂 Have a look at the Pick up a sim card link down below and see if you have any stores near you to get one rather than waiting for delivery. Call ahead. Then send the kid out on his bike and public transport to get it and use his allowance.
When you get one you just log in and change it in the account.

Re: SIM no longer working

hairbag1 — Sat, 02 Sep 2023 15:11:04 GMT

@Grik77 wrote:
It would seem that my son has lost his SIM and didn't want to admit it and gave me an old SIM he had found. I'll have to order a new one. Thanks all for the help.

Depending on how old the son is...let him be responsible for ordering the sim. Cost is mere $5.