topic Re: pls help me port in problem, phone showed SOS in Get Support

pls help me port in problem, phone showed SOS

Alphabeete — Wed, 29 Nov 2023 23:24:27 GMT

I tried to activate the new SIM card last Saturday morning and port in the old number from Virgin Mobile, but it still doesn't work. I tested it on two phones; both said no SIM. It seems the SIM card is damaged.
So, I bought a second SIM card. Please help me change the new SIM card number because the first SIM card was not fully activated; the phone showed SOS, and I couldn't receive SMS, so I couldn't confirm my full access to my account to change my SIM card by myself. It has been four days of no service.

Re: pls help me port in problem, phone showed SOS

softech — Wed, 29 Nov 2023 23:26:05 GMT

@Alphabeete

the first sim card is not damaged, likely there is no change sim card need. The sim card was simply not provisioned properly. Open ticket with PM support and ask them to reprovision your first card. Just in case they said the first card really have problem, then you can ask them to update the account with the new one

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: pls help me port in problem, phone showed SOS

hTideGnow — Wed, 29 Nov 2023 23:27:19 GMT

HI @Alphabeete

Usually you can update sim card yourself on My account

i assume you cannot login My Account now, so you will need PM agent to help.

please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: pls help me port in problem, phone showed SOS

Andy85 — Wed, 29 Nov 2023 23:33:48 GMT

Hi @Alphabeete,

Sorry to hear that you are dealing with a tricky situation with porting over your phone to Public Mobile. It's never fun to not have phone service. This is just a temporary issue and Customer Service will be able to help you out. Your service will be smooth sailing after you submit a ticket to them and they get back to you.

Please submit a ticket with our customer support team be sure to explain the issue to them. You can do so by using the following link:

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

Note: They will respond to you in your community inbox to check it from time to time. Thanks and let us know if you have any other questions!