topic Re: Plan cycle reset after sim change in Get Support

Plan cycle reset after sim change

Geensticks — Sun, 10 Aug 2025 02:12:45 GMT

I lost my phone and had to get a new sim as replacement. Changed the sim on my account to this new one and now my plan cycle is reset even though I still have about 2 weeks left.

Would really love some assistance with this.

Thanks!

Re: Plan cycle reset after sim change

Chalupa_Batman — Sun, 10 Aug 2025 02:13:02 GMT

@Geensticks wrote:
Hi
I lost my phone and had to get a new sim as replacement. Changed the sim on my account to this new one and now my plan cycle is reset even though I still have about 2 weeks left.
Would really love some assistance with this.
Thanks!

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Plan cycle reset after sim change

slusagm — Sun, 10 Aug 2025 01:57:46 GMT

That should not have happened

Did you check Payment history page to confirm if PM really took money again?

If it did, you will have to check with PM by open ticket

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

But if you have trouble with open ticket using Chatbot, then 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: Plan cycle reset after sim change

Geensticks — Sun, 10 Aug 2025 02:13:41 GMT

They didn't charge me yet for a new cycle. My plan cycle just expired after the switch even though with two weeks left in it.

Thanks a lot for the answer!