topic Re: Renew Connection / Resume Existing Phone Number in Get Support

Renew Connection / Resume Existing Phone Number

Adi3 — Sun, 16 Mar 2025 11:35:12 GMT

Hi,

I've been away from Canada for a few months & it appears my phone connection was discontinued recently.

I'm looking to re-activate my connection & retain the existing phone number. I have tried using the the website to activate a plan using the "existing sim" feature but I receive the error "sim not valid".

Is there a way to proceed with an eSIM or order a physical one , while ensuring to resume with the existing phone number as before?

Thanks,

Re: Renew Connection / Resume Existing Phone Number

ORNGNBLK — Sun, 16 Mar 2025 12:19:18 GMT

@Adi3 Depending on how long you have been away and when your number/account was deactivated. If it was recently, you can try to ask a cs_agent if your number is still valid for taking back. If it is, you will need to open a new account with physical or esim and select your number back. If it’s been a while. It’s not likely available. Use this link to message, and best of luck!

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

Re: Renew Connection / Resume Existing Phone Number

hairbag1 — Sun, 16 Mar 2025 14:23:01 GMT

@Adi3

if the account was suspended for 90 days or more...that account has been deactivated permanently. If so, you need a new sim to start a new account and use a different email address...you can use the same payment card though. The number associated with the old account is no longer usable...you're going to have to take a new number, I'm afraid. Download the Public Mobile app to your cell to activate a new account and buy a new esim. If using hard sim, get to a Mobile Klinik in your area as they sell the PM sims...or...buy a PM sim on Amazon.