New SIM / new phone

[steveb11]

I'll be as brief as possible.

Issue 1: Went to Europe and just returned. Swapped my PM SIM for a European one. Reinserted my PM SIM and it's not being recognized. I suspect it may have been damaged in transit. I will need a new SIM.

Issue 2: Phone is five years old and now misbehaving. Time for a new phone.

Question 1: Does PM offer eSIM cards? If so, I can't find where. Any suggestions?

Question 2: I need to keep my phone number and I want to retain my plan and rewards just as they are. Will that be possible if I change my SIM card? (I assume changing the phone has no impact. People must change phones all the time.)

Question 3: Does it make sense to change the phone and the SIM with PM at the same time? Does it matter?

Thanks for any suggestions in advance.

[steveb11]

@softech No, I did the switch on Monday, before this apparent revamp. 

I used a laptop in Incognito mode to be safe and everything worked fine.

[softech]

@steveb11   glad it worked!!

a quick question, did you do all these on the new My Account just updated this morning?  If so, were you using desktop to access My Account to change sim or using the phone?  

just want to confirm if the glitch using phone is fixed.  thanks

[steveb11]

UPDATE: I just thought I would provide an update. I was able to successfully change the SIM number in My Account profile. I then inserted the new SIM card in the new phone I purchased and it worked perfectly.

The whole thing took probably 30 seconds and did not require the intervention of a customer service agent. Very smooth, very simple and the whole thing worked like a charm.

Thanks to everyone who provided suggestions to my original post. I appreciate it.

[steveb11]

Will do. Thanks. Fingers crossed. @LitlLdy

[LitlLdy]

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@steveb11 wrote:

Thank you.

I ordered:

UMIDIGI C1 Max Android 12 Smartphone,6GB+128GB,50MP Camera 6.52" Screen 5150mAh Battery | Dual 4G | Fingerprint| Face Recognition |Global Bands Unlock Phone,CAD Version & Warranty

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@steveb11 , I’m looking at it on Amazon. Let us know how it goes tomorrow. 😃

[steveb11]

Thank you.

I ordered:

UMIDIGI C1 Max Android 12 Smartphone,6GB+128GB,50MP Camera 6.52" Screen 5150mAh Battery | Dual 4G | Fingerprint| Face Recognition |Global Bands Unlock Phone,CAD Version & Warranty

[LitlLdy]

@steveb11 , what phone did you order? I’m excited for you! 😁

We will be here if you have any concerns. No worries. 

[steveb11]

@LitlLdy Excellent. Thank you for the concise directions. I appreciate it. Wish me luck!!

[LitlLdy]

@steveb11 ,

Yes, you will be fine. 🙂

To change your SIM card, please follow the steps below:

At step 3: Log into your “ https://myaccount.publicmobile.ca/ “ using a browser in private / incognito mode (Webpage has cashe issues).

Select ‘Profile’, select ‘Edit Account Info’, and in the ‘Change SIM Card Number’ section enter your new SIM card number, Save Changes.

[steveb11]

@LitlLdy Great thank you for the response.

This seems too easy to be true.

So to recap:

1) I now have my new SIM card.

2) My new phone arrives tomorrow.

3) I can change my SIM card number in My Account, without need for a CSA. (And when changing my SIM card number, I've been told to use a desktop or laptop computer to make the change, and not to make the change from my phone.)

4) After I change my SIM card number, I put the new SIM in the new phone while the new phone is off, turn it on and the new phone will now work. Again, without the need of a CSA.

5) After all of this, my phone number will remain the same and my account rewards etc. will all remain the same.

Does this pretty much sum everything up accurately?

Thanks again for your help.

[LitlLdy]

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@steveb11 wrote:

@softech Great, thank you. Quick followup. If I'm going to change to a new phone, does that need to be done with the assistance of a customer service agent? I will have to somehow change the IMEI number to the new phone, yes? Would it be easier for me to use self-service to change the SIM card number first with my existing phone and then change phones after that? Thanks again.

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@steveb11 ,no you won’t need the help of a CSA. Just change your SIM card in your account. Make sure your phone is turned off, then put the new SIM card in your new phone & you're good to go! 🙂

On a side note don’t order the SIM card off here or it can take up to 3 weeks to receive from Public Mobile delivered through Canada Post! If you have a Telus, Koodo, or Mobile Klinik store nearby you may be able to purchase a Public Mobile SIM card there.

https://www.publicmobile.ca/en/nb/store-locator

[steveb11]

@softech Great, thank you. Quick followup. If I'm going to change to a new phone, does that need to be done with the assistance of a customer service agent? I will have to somehow change the IMEI number to the new phone, yes? Would it be easier for me to use self-service to change the SIM card number first with my existing phone and then change phones after that? Thanks again.

[softech]

@steveb11 cool, enjoy your new phone

when you have the new sim, make sure you request change sim from My Account using ONLY Desktop or Laptop, not upon phone 

[steveb11]

Yeah, see, that's the problem. It was once an option (i could use it to see which European network I was connected to last week as I went from country to country), now it's not there. Something screwy is going on. It's a Samsung Galaxy J3 (2018).

I've already ordered a new phone, which will arrive tomorrow. I will likely just start fresh with a new SIM card for the sake of $5 or $10 or whatever it is.

[softech]

@steveb11 

the option should be there somewhere.

what phone do you have? will try to look up for you 

[steveb11]

Thanks.

[steveb11]

Thanks. But Reset All Networks isn't even an option for me right now. I don't see that. Nor do I see the option telling me about any networks. And there's nothing in the VPN area.

[softech]

@steveb11

 a quick fix, and often a much needed fix after another sim was used, is to click Reset All networks on your phone. 

Also, Go to the VPN screen and delete all the VPN profiles

[Dunkman]

@steveb11 

As mentioned earlier, try the PM SIM card in another working phone.  Might not be an issue with the SIM card itself.  It would be your phone itself. 

[Handy1 · Accepted solution]

@steveb11  You shouldn’t need to involve customer service agents once you have a new SIM card if that’s in fact what you need , best to try ya know to work SIM card in the phone as @HALIMACS  suggested to you to to rule out SIM card or device issue … if it is the SIM card and not device then from computer only you do a sim card swap DO NOT activate it just SIM card swap it from profile tab 

My account

Legend  and features

Change plan / update cc /auto pay

Account #/ change # port /swap SIM

[steveb11]

P.S. Is it really as simple as me just updating the SIM number in my account myself? Do I not have to involve a customer service agent at some point to ensure the new SIM number is activated somehow? Thanks.

[HALIMACS]

@steveb11 

OK, try another ‘known to be working’ Sim card in your device to see if you can get it to pick up the service associated with that Sim card.

It doesn’t matter what provider – just to check to see if this phone can read any other SIM card.

Purpose of all this would be to exclude whether you’re dealing with a Sim card or a device issue.

[steveb11]

Thanks for the response. The phone and SIM change at the same time was more about making things simpler for me and just doing everything in one fell swoop.

[steveb11]

Yeah, thanks, but the phone isn't even recognizing that a SIM card is inserted and I can't even get the network connections option to show up. No matter how many times I've taken it out, reinserted it and restarted the phone. Phone keeps saying No SIM card, the date goes to Jan. 1 and the time as 12:00 a.m.

I can tell you I have done this at least 10 times now. I fear that the SIM was somehow scratched and/or slightly crumpled while it was not in my phone for two weeks.

[HALIMACS]

@steveb11 

sim cards are extremely resilient.

Try the Sim card in another (known to be working) device to see if it connects to the public mobile network.

It’s possible your phone may still be ‘pointed’ toward the European mobile service provider.

Make sure under your network connections that public mobile is selected if it is not automatically doing so when inserting the Sim card. 

As far as changing Sim cards, if that is deemed to be necessary, simply log into your self-serve account and go under your profile page to change the associated Sim number once a new one has been attained.

[Handy1]

@steveb11 

1 ) public mobile doesn’t support eSIM 

2) yes you can keep number and retain you old rewards with no impact 

3) you don’t need to get SIM card and phone at same Time and both from public mobile , for instance you can get PM SIM card from Amazon and a second hand phone from a friend or just buy a new phone when ever you choose