Lost phone

[Mouse65]

Need new phone and SIM card but wanted to keep phone number. How can I possibly talk to a Public mobile agent?

[Mouse65]

Can't log in as every time I log in it wants to send a code to my old phone and I can't get anywhere past that

[hairbag1]

@Mouse65 

buy your new cellphone and get a Public Mobile sim. Use wifi to download the Public Mobile app to your new cell and log in to your account > Account tab > you'll find Change Your SIM card...click it and add the 19 digit sim number.

If you're in the GTA, call Canadian Cell Supplies as they have the Public Mobile sims for under $5.

added link...https://canadiancellsupplies.com/products/new-blank-multi-sim-card-lte-4g-5g-prepaid-postpaid-bell-v...

[hTideGnow · Accepted solution]

hi @Mouse65 

you can try to login My Account and update the sim number

but since your phone was lost, you cannot get the 2FA.  So, click Resend code or Didn't receive code first, then click Send email or send voicemail to get the code via email or via voicemail (call to retrieve the voice message from another phone)

But if you still cannot login, ask PM support agent to help.  

you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[Meow]

You do not need agent to keep your phone number.

Get a new SIM and transfer number.
Go to Profile where you can:

- Change phone number

- Change SIM number

- Transfer Phone Number

Then get a new phone and stick new SIM into it. All done.

[slusagm]

you can definitely keep the phone number

get a physical sim first.  Buy a Public Mobile sim from Telus or Koodo or MobileKlink store for $10 , or buy cheaper from Amazon for just $5

after you got the sim, just ask PM to update the sim card to the new one by ticket.    Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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