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Can’t change SIM card number

Emili
Great Neighbour / Super Voisin

I lost my phone so got a new SIM card to put in my new phone and when I go to edit my account info like I was told, to change the SIM card number it’s glitching and just goes back to zero. Since I don’t have a phone number I can’t dial 611 and the fact there’s not way to contact an agent is really frustrating. @CS_Agent

3 REPLIES 3

LurganIeUk
Mayor / Maire

If changing your SIM # is like the activation process...you only need to enter the last 2 groups of numbers. 

HALIMACS
Mayor / Maire

@Emili 

 

Before trying again, clear your cache and cookies and open an incognito tab.  When on the self-serve page, click the refresh icon and allow the screen to refresh. Then go into your change SIM card function and update the new SIM card number.

 

Worst case, contact the customer support agents if this does not work per the following:

 

To contact a Customer Support Agent, there are 2 methods:

 

  1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
  2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

 

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

 

Meow
Mayor / Maire

Did you try one of these remedies?

Try using different browser. Try Incognito mode. Clear browser’s cache. Try forced refresh. Click on little spinner refresh icons lower down.

Meow_0-1667753550004.png

 

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