02-01-2023 08:01 PM
My Sim card is defective. I am unable to use the phone or text message. I have a new SIM card. After logging in to my account scrolling down to change the SIM card, I put the new Sim card number in and when I push save the numbers of the new Sim card disappeared. I have done this five times. Can anybody help me, thank you
Solved! Go to Solution.
02-01-2023 08:48 PM
02-01-2023 08:23 PM
@tom01 wrote:What is an incognito web browser mode?
It's an enhanced privacy mode that allows you to use websites while saving less information to your device. It also helps to get around issues of a site showing outdated cached content.
02-01-2023 08:14 PM
@tom01 - what is the current status showing in your My Account?
02-01-2023 08:11 PM
HI @tom01
did you check your Community inbox?
message them again for status update
usually they reply 2 or 4 hours, if over 24 hours, likely they missed it
02-01-2023 08:10 PM
I opened up a ticket yesterday. I haven’t heard anything yet.
02-01-2023 08:10 PM
I think a primary question to answer here is, what makes you think your SIM card was defective to begin with?
02-01-2023 08:08 PM
Get a public mobile payment voucher from one of the locations below and dial 611 to apply it to your account.
02-01-2023 08:08 PM
Hi @tom01
open inPrivate mode,from computer. Login and go to your profile and change SIM card number and save it. and insert in your device.
02-01-2023 08:08 PM
HI @tom01
then open ticket with CS agent and they can help. You have enough time before you renewal
at : https://publicmobile.ca/chatbot.
First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .
After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM
If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
02-01-2023 08:08 PM
What is an incognito web browser mode?
02-01-2023 08:06 PM
I have already tried my laptop with no success
02-01-2023 08:05 PM
My payment is due in a couple of days and my account is active
02-01-2023 08:05 PM
@tom01 try Incognito mode on laptop again
If that does not work , I guess you need PM support to help
1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.
Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"
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 the ticket is opened. CS Agent will reply to you there
02-01-2023 08:04 PM
@tom01 - you mean the sim card is defective because it won't save?
If you have your My Account listed in lost/stolen mode, then go and find/resume services. You may need to make a manual payment to reactivate the account to make the account Active.
Then log out, and log back in.
Now, can you do the SIM swap in your My Account?
02-01-2023 08:03 PM
I use both first my mobile, and then my laptop. The result was the same.
02-01-2023 08:03 PM
@tom01 wrote:My Sim card is defective. I am unable to use the phone or text message. I have a new SIM card. After logging in to my account scrolling down to change the SIM card, I put the new Sim card number in and when I push save the numbers of the new Sim card disappeared. I have done this five times. Can anybody help me, thank you
Log out and then try again after logging in using incognito/private web browser mode.
02-01-2023 08:02 PM
@tom01 were you using your mobile phone to access the Change sim page? there is an error with that using Mobile device to access
Please use a desktop or laptop computer to access the page and it will work