New SIM card entered but not saved, now invalid

[OwenM]

Hi there, we lost and replaced our phone with a new one from your refurbished collection and a new Public SIM. The instructions were great and I entered the new SIM number in and then referred to the directions again. When I returned to the page again, the new SIM had not saved. I could still see the old one. When I repeated the actions, it said the SIM number was not valid. I checked to ensure I had the right number. What should we do?

[softech]

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@OwenM wrote:

Hi @NDesai That seemed to work! When I used the incognito window the SIM I entered before was already in the account so I activated the account. The phone is still not yet connected but I assume this takes time?

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@OwenM   activation is pretty instant

Reboot your phone once more

See if it connects, any status bars.   If you are porting in your old number, you can at least make outgoing calls.  Incoming calls will work after porting is completed

But if you have picked new number instead of porting, incoming and outgoing should work

Let us know if it still not connecting to PM network at all.  But tell us what brand and model is your phone

[OwenM]

@MrSpock thanks for your reply. For some reason the Public site is not working on Chrome so I needed to work in Edge. The incognito window seemed to work. I just am not sure how the activated account with SIM will connect with the new phone. For now, we wait but really appreciate your response.

[OwenM]

Hi @NDesai That seemed to work! When I used the incognito window the SIM I entered before was already in the account so I activated the account. The phone is still not yet connected but I assume this takes time?

[NDesai · Accepted solution]

@OwenM Login to your self-serve portal using incognito/private browsing mode. See if the SIM number is the new one. If not, try adding the new one again. If that doesn't work, use the incognito/private browsing mode to add the new sim card again after waiting for an hour or so. If that still doesn't work, you will have to contact PM CS_Agent as mentioned above. 

[MrSpock]

@OwenM hi things are not working well in self serve account you can try to get in again with a different browser if that doesn't work ask a cs agent to add it for you you will need to open a ticket, to speak to a customer service agent    Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH

[Timer]

@OwenM 

Send a private message to  CS_Agent