topic Re: xxxxxxxxxxxxx in Get Support

xxxxxxxxxxxxx

19992 — Thu, 14 Aug 2025 03:51:01 GMT

Hello,

My physical SIM card is in the phone, but it is not working (only SOS mode). I did not request a new SIM. Please restore my service to the current physical SIM immediately. My phone number is [xxxxxxxxxxxxxxxxx], and my account PIN is [xxxxxxxxxxxxxxxxxxx].

Thank you.

Re: xxxxxxxxxxxxx

softech — Thu, 14 Aug 2025 03:51:11 GMT

@19992

Please first reboot the phone and try Reset Network Settings.

You can also test your sim card with another phone if you have one around

Or if you don't have another phone, remove the sim card from the phone, wipe it clean and firmly put it back to the phone

If you try them all and still not able to connect, please open a ticket with PM support.

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
(if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: xxxxxxxxxxxxx

slusagm — Thu, 14 Aug 2025 03:51:25 GMT

Are you in Quebec? There is a "Degradation of wireless services for multiple communities in Quebec" going on now

or check if your area have any Mobile related outage:

https://www.telus.com/en/bc/outages

Re: xxxxxxxxxxxxx

19992 — Thu, 14 Aug 2025 03:51:32 GMT

Hello,

I have a SIM card in my phone, and today I topped up my internet until September 13. It simply does not work because I accidentally deleted the eSIM, and now it only shows SOS.

Re: xxxxxxxxxxxxx

19992 — Thu, 14 Aug 2025 03:51:39 GMT

Hello,

I have a SIM card in my phone, and today I topped up my internet until September 13. It simply does not work because I accidentally deleted the eSIM, and now it only shows SOS.

Re: xxxxxxxxxxxxx

slusagm — Thu, 14 Aug 2025 03:51:47 GMT

Just get a eSIM back via the app. On your phone, download and login PM app and buy a new esim from Account page->Purchase sim card, choose esim

Re: xxxxxxxxxxxxx

19992 — Thu, 14 Aug 2025 03:51:54 GMT

Hello,
I don’t understand. I have a physical SIM card in my phone. I need you to restore it.

Re: xxxxxxxxxxxxx

slusagm — Thu, 14 Aug 2025 03:52:00 GMT

@19992

yes, just submit ticket and PM can confirm what was wrong.

Re: xxxxxxxxxxxxx

19992 — Thu, 14 Aug 2025 03:52:11 GMT

Hello,

You are trying to scam me. I have a physical SIM card in my phone, but it is not working because I accidentally deleted it. I need you to reload it so my internet works again.

Your agents are telling me to buy a new one, but I cannot install an eSIM. How am I supposed to understand this?

This is fraud.

Re: xxxxxxxxxxxxx

slusagm — Thu, 14 Aug 2025 03:52:25 GMT

@19992

first, we are just customers here and we are trying to help

there is no scam, but I don't understand how you can "delete" a physical sim. When you say "delete", I thought it was an esim myself too. Your physical sim can't be just "deleted"

anyway, no scam, you just need to open a ticket with PM support first. Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: xxxxxxxxxxxxx

hairbag1 — Thu, 14 Aug 2025 03:52:35 GMT

@19992 wrote:
BC
Hello,
I have a SIM card in my phone, and today I topped up my internet until September 13. It simply does not work because I accidentally deleted the eSIM, and now it only shows SOS.

Nobody is trying to scam you....the confusion you contributed to is because you initially stated "..I accidentally deleted the eSim...". So...did you delete the esim as you can't just delete the hard sim ?