My mew Sim card does not seem to work?

[faja66]

Lost my phone had to get a new sim card. Its doing nothing! Are there some manual settings i need to worry about?

[faja66]

Ok i will open up a ticket.

Ty all for support.

[faja66]

Ty just did this and its ok

[dust2dust]

Did you try the sim in another known-working device?

[Handy1]

@faja66 @It could be a provisioning issue in which case you would need supports help contact a CS agent 

[HALIMACS]

@faja66 

Additionally, is the replacement device you acquired brand new and are you sure it isn’t either locked to a prior carrier or perhaps blacklisted?

Check here:

https://www.devicecheck.ca/check-status-device-canada/

[softech · Accepted solution]

@faja66   if you login to My Account, Profile page, check the sim card number, does it show number of the new one?

and try it on another phone as well

I guess if it shows the new one, you tried different phone, you have done everything correctly, you will have to open ticket with PM Support at this stage:

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

[faja66]

Did that already ive done everything as suggested 

[WolverineCaz]

That's good, there's always the possibility of a lemon. Does it look damaged at all? 

[faja66]

I used a desktop

[faja66]

As far as i know its set correctly. But that is a possibility

[faja66]

Already did that

[softech]

---

@faja66 wrote:

Ive done that 10 times already

---

@faja66  you likely have been using your phone or tablet to do that

Please using a desktop or laptop computer.  There is problem for that part of the site if you use mobile phone

[HALIMACS]

Did you change the SIM card # associated with the account? And I presume this is a brand new public mobile SIM card - it needs to be.

The only other thing I can think of is whether you set the account in a lost/stolen mode. If you did, that will have to be removed.

EDIT: also @faja66 is the replacement device you acquired brand new and are you sure it isn’t either locked to a prior carrier or perhaps blacklisted? Check here:

https://www.devicecheck.ca/check-status-device-canada/

[faja66]

Already done that. It says that its registered ok

[Handy1]

@faja66  

My account

Legend  and features

Change plan / update cc /auto pay

Account #/ change # port

on a computer go to profile page and SIM SWAP if you haven’t already 

[faja66]

Ive done that 10 times already

[softech]

@faja66   did you login to My Account and request Change Sim card?

Login to My Account using only a desktop or laptop computer (there is problem with using it on mobile device)

Click on Quick link on top right and select Change sim card and follow the steps

https://selfserve.publicmobile.ca/en/account/edit/your-account

[HALIMACS]

@faja66 

all you need to do is log into your self serve account and go under the Change Sim card function under your profile.

After you have updated the SIM card, put the SIM card in then reboot your device, and you should be good to go.

[WolverineCaz]

It should be just plug and play. Try restarting the device. Make sure the card is seated correctly and try again.