topic Re: SIM card in Get Support

SIM card

Unffire1 — Tue, 16 Jan 2024 13:27:32 GMT

My sister is currently with Telus and has an iPhone 7. She has requested a SIM card coming in the mail shortly. Can she simply change out the card? Will she retain her photos, phone contacts etc or are there steps to save these on the new SIM card? Thanks

Re: SIM card

kb_mv — Tue, 16 Jan 2024 12:39:56 GMT

@Unffire1 Nothing will change on her phone. Take out the old sim card and insert the new one with no issues.

Re: SIM card

Phil_Adelphus — Tue, 16 Jan 2024 12:53:00 GMT

@Unffire1 You just need to download the Public Mobile app and set up her account but leave the Telus sim in the phone as when you select to transfer her number Telus will send a text message for authorization to which she must reply YES within 90 minutes of receipt. Once that is done then the Telus sim will soon stop working and you can insert the Public Mobile sim and restart the phone. I did this with an iPhone and photos and everything stayed the same.

Re: SIM card

HALIMACS — Tue, 16 Jan 2024 13:02:35 GMT

@Unffire1

Your question presumes they want to move their service from Telus to Public Mobile.

For that to occur, follow @Phil_Adelphus information to set up a new account here then port their number here.

Their files (contacts/photos/etc) are very likely attached to their device or google/apple accounts so switching providers doesn’t impact those.

Initial start up

Unffire1 — Fri, 02 Feb 2024 16:11:52 GMT

Good evening,

my sister signed up today and went through the complete process up till the last step, it wanted veroof her identity. I believe she is waiting for a code via text to enter. She hasn’t received it yet, it’s close to 5 hours. Any suggestions? Thanks

Re: Initial start up

softech — Thu, 01 Feb 2024 22:51:32 GMT

@Unffire1

physical sim or esim?

and did you activate using the app?

if physical sim card, can you put the PM sim card in the phone first and check if you can make outgoing calls. If you can make outgoing calls, test incoming calls, let us know how it goes?

if esim, did you get to the esim installation step? check the sim manager on your phone and see if the esim is there

Re: Initial start up

Unffire1 — Fri, 02 Feb 2024 00:28:18 GMT

Physical SIM card, used the app to complete the process. Then got a text that she would get a number to confirm her identity but to my knowledge she hasn’t got it yet

Re: Initial start up

softech — Fri, 02 Feb 2024 00:55:24 GMT

@Unffire1

can she at least make the calls with the PM sim ? would be helpful if you can confirm if it was physical or eSIM she got

but she can also open ticket with PM support and confirm the activation and porting status

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: Initial start up

BKNS27 — Fri, 02 Feb 2024 01:56:19 GMT

@Unffire1

Is she porting her old number to PM or did she pick a new number?

Re: Initial start up

Unffire1 — Fri, 02 Feb 2024 11:54:28 GMT

She kept her old Telus number, last message to her was they would send her a number so she could verify her identity within 5 hours, so far says no service on her phone. Anyone she can actually call to solve this problem? Thanks

Re: Initial start up

BKNS27 — Fri, 02 Feb 2024 16:09:00 GMT

@Unffire1

It sounds like she ported her old number.

She need to leave the old SIM in the phone and also not cancel the service with her old carrier before porting. There is also a 90 minute window for her to reply with YES then a 2FA code will be sent to her phone with the old SIM in the phone.

At this point, you need to contact a CS_Agent by DM to restart the porting process again at:

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

Since porting wasn’t completed, the old SIM should still work.