topic Losing a phone and changing SIM card number in Get Support

Losing a phone and changing SIM card number

Moe10 — Tue, 18 Feb 2025 22:36:08 GMT

I lost my phone and SIM card, but replaced both with new ones and resumed my Public Mobile services with a new SIM card. I still have my old phone # and I am wondering if the old phone is now removed from that same phone number?

Re: Losing a phone and changing SIM card number

slusagm — Tue, 18 Feb 2025 22:20:28 GMT

did you activate a new account?

you were supposed to contact PM and ask them to update the sim card on your account in order to keep the same phone number

sound like you need PM to sort it out. Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Losing a phone and changing SIM card number

computergeek541 — Tue, 18 Feb 2025 22:36:57 GMT

@Moe10 wrote:
I lost my phone and SIM card, but replaced both with new ones and resumed my Public Mobile services with a new SIM card. I still have my old phone # and I am wondering if the old phone is now removed from that same phone number?

As you have resumed service on the new SIM card, the old was automatically deactivated.

Re: Losing a phone and changing SIM card number

computergeek541 — Tue, 18 Feb 2025 22:37:43 GMT

@slusagm wrote:
did you activate a new account?
you were supposed to contact PM and ask them to update the sim card on your account in order to keep the same phone number
sound like you need PM to sort it out.  Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.)  Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
CS_Agent will reply to your community inbox, check here:
  https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Unless the cusotmer can't get into the Public Mobile self serve account, there isn't any reason to contact a customer support agent to change SIM cards.

Re: Losing a phone and changing SIM card number

Yummy — Tue, 18 Feb 2025 22:58:08 GMT

I found these CONSTANT referrals to agents providing direct mail link VERY irritating! I understand it is all copy/paste thus no effort needed plus additional post leading to higher reward but enough is ENOUGH!

Lets help customer however we can. Agents are LAST resort if WE cannot help or customer has account issues.

Oracles should start removing unnecessary referrals to agents or opening tickets for anything WE can assist First.

Re: Losing a phone and changing SIM card number

slusagm — Tue, 18 Feb 2025 23:16:14 GMT

@computergeek541

My interpretation was that OP already got a new account with another number, he said "resumed my Public Mobile services with a new SIM card." so, I was asking him to contact PM to sort this out.

@Yummy I hope your comment was not referring me. But above was how I saw the issue. it could be wrong, but I didn't ask people to contact PM unnecessarily.

And I always try to assist other first. Am I not?

Re: Losing a phone and changing SIM card number

Moe10 — Wed, 19 Feb 2025 00:14:11 GMT

@computergeek541 and @slusagm

Thank-you for your help! I think the old number was automatically deactivated, as @computergeek541 said, and it was eventually deactivated from my iPhone as being another associated phone. So the issue was coming from Apple, which said I needed to contact my service provider to remove the old phone from my account. It was not a SIM card problem, which should have been clear. I apologize!