topic Re: Sim help in Get Support

Sim help

ND01 — Thu, 06 Feb 2025 03:38:12 GMT

We are trying to set up my daughters sim card.

when I purchased the plan. I checked and her phone was compatible with an esim card. Then was told no and had to buy a card.

Finally got the card and now, she put it in and it still won’t recognize. Her account with the other provider has been cancelled and now nothing seems to be working for her.

pls help. Frustrated

Re: Sim help

hairbag1 — Thu, 06 Feb 2025 03:42:37 GMT

@ND01

couple of things to consider.....To activate the new account, download the Public Mobile app to her phone to start the activation process.

If her old account has been cancelled, she won't be able to port her number in to her new PM account.

Re: Sim help

BKNS27 — Thu, 06 Feb 2025 05:38:13 GMT

@ND01

Here are the steps to port her number over to PM:

The steps must be followed in exact order if you are porting your number over to PM:

Make sure your old SIM is active so DON’T CANCEL serviced with them.
Purchase a PM SIM from Amazon ($5) or Canadian Cell Supplies ($4) or pick one up from Telus/Koodo/Mobile Klinik store ($10.00) or eSIM from Public (ONLY if your phone is eSIM compatible so check).
Download the PM app on your phone to activate the SIM. There is an option to pick a new number or
Porting your old number = Use the old account number and not the IMEI to avoid issues. Complete to step 6. Note that your previous service is Koodo prepaid…you will need to pick a temporary number and contact the CS_Agent to complete the porting of your old number.
Keep the old SIM in your phone and wait for the text from old carrier and confirm with YES you are porting over to PM within 90 minute window once you get the text.
Keep the old SIM in your phone until porting process is completed because the old SIM will continue to work for about 2 hours.
Power off the phone once porting is completed then switch to PM SIM and power on your phone.

Your issue is that you cancel her service with previous carrier before porting. Once you cancel service…there are no number to port over.

If the old carrier is Telus or Koodo. There is a slim chance they might reactive the old account with old number then you can port her number over.

Any other carriers, her number will be returned to the carrier where she originally got the number and she will need to pick a new number.

Just wondering what is the make and model of her phone?

Re: Sim help

ND01 — Thu, 06 Feb 2025 10:09:40 GMT

That whole process was done with the help of someone from PM.

Re: Sim help

ORNGNBLK — Thu, 06 Feb 2025 10:32:42 GMT

@ND01 in very rare instances, the SIM card may be defective. I would recommend first that you double check the actual SIM card # against what you entered during the set up process. You can message an agent directly using this link and do some digging. *EDIT - agents hours are 9am-10pm eastern so please consider that while waiting for reply.

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

Re: Sim help

ND01 — Thu, 06 Feb 2025 13:18:38 GMT

Everything was done by someone at public mobile. old account canceled after port was done. Now she can text but cannot receive. I need to speak to something , is that an option with PM. Beyond frustrated.

Re: Sim help

hTideGnow — Thu, 06 Feb 2025 13:22:23 GMT

hi @ND01 can she receive calls or just cannot receive text?

if just cannot receive text, it is a device problem.

what phone she has? Try Reset Network settings first

if she has an Android, clear cache and reboot phone and try again.