New SIM number not recognized and phone not working

[Seanu6]

I bought a new Public SIM card when my old phone was lost.

Public system doesn't recognize the SIM card number as valid.

I have no phone service.

[softech]

@Seanu6  Are you changing sim card after you login to My Account?  if you are, then you are in the right place.  But try again using desktop or laptop computer

[BKNS27]

@Seanu6 

Double check the 9 digit number after 8912230000xxxxxxxxx.

If it first 10 digit 8912230000 is not the same then you don’t have a PM SIM.

[esjliv]

@Seanu6 - where are you getting this invalid issue? You should be in My Account and perform a SIM-SWAP.

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap

Have you listed your phone/account in lost/stolen status in My Account? Or is it suspended or Active?

Get your account Active status then try again.

If issues with your My Account, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

[dust2dust]

How many digits in the sim number? This place is 19.

You're using the account to change sim right? Not doing a whole new activation?

[pmbc · Accepted solution]

@Seanu6  Did you buy this direct from PM or 3rd party?  If it's not recognized as a valid SIM you're going to need to get another SIM.  I'd suggest contacting support to have them validate whether the SIM is valid or maybe it was a previously used SIM that's no long active.

You can contact an agent using the chatbot.  Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Here is a help article about how to contact the CS Agent.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent