SIM CARD NOT ACTIVATED ANYMORE

[adara]

I had no issues and now all of a sudden my f-ing sim card is apparently not activated.

This is frustrating.

My phone number is a xxxxxxxxxxxxxxx

edited by computergeek541: phone number removed

[adara]

thanks for your help !!!!

[kb_mv]

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@adara wrote:

Can I just basically go into "change sim card" and enter the new sim card number that's on the card?

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@adara That is exactly what you do with a new sim card.

[adara]

Can I just basically go into "change sim card" and enter the new sim card number that's on the card?

[computergeek541]

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@adara wrote:

So if I go to Superstore right now, buy a sim card, activate it through my account,

I should be good to go?

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Yes, but make sure they don't acivate it or you won't be able to use it and you'll end up with 2 cell phone plans.

Also, when you do it yourself, don't "activate" it as a new phone number/new account.  Perform the needed steps from inside your self serve account.

[adara]

So if I go to Superstore right now, buy a sim card, activate it through my account,

I should be good to go?

[darlicious]

@adara 

Check your financial accounts for suspicious activity.  Especially if you have your email or phone number associated with them. Once you have secured your credit cards and bank accounts and changed their passwords check paypal and amazon or any other account similar to them and change your passwords. Create a new email for your pm phone only and have the moderators change your account's email to the new one.

[computergeek541]

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@adara wrote:

can anyone help me now? This is insane I need my phone asap (kids, schools, etc.).

How can Simjack can even happen?

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Someone has your account password or knew enough information about your account to possibly convince a moderator to reset the password. Also check to make sure that the e-mail address linked to your Public Mobile account wasn't changed.

There is no live help at Public Mobile. Sorry, but you must go through the moderators.

[kb_mv]

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@adara wrote:

can anyone help me now? This is insane I need my phone asap (kids, schools, etc.).

How can Simjack can even happen?

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@adara You need to take steps to correct this sooner rather than worrying about how it could have happened. Have you changed the password in your account and the security question? Have you suspended service? If yes you have 2 options.

A. Go buy a new sim (DO NOT ACTIVATE IT) and use the change sim card in your self serve. Then contact moderators for a credit to cover the cost. Probably quickest way.

B. Open a Ticket / Contact Moderators

1. Click Chat Bubble and type "Open Ticket"

2. Click "Contact PM Support"

3. Select "Account Specific Question"

4. Click "No, I Need A Human Now"

5. Select the link "Click Here To Submit A Ticket"

6. This opens a new window. Log in with Community Account NOT your self serve. Follow prompts.

[adara]

can anyone help me now? This is insane I need my phone asap (kids, schools, etc.).

How can Simjack can even happen?

[darlicious]

@adara 

Go with @computergeek541 advice wait times are 48+ hours. As before you can always ask for a credit for the cost of a sim card.

[computergeek541]

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@adara wrote:

Can I re-enter my sim card number or do I have to order a new one?

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It might be faster to get a new SIM card, but moderators should be able to restore service to the old one. It's a matter of how long a moderator takes to respond.

[kb_mv]

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@adara wrote:

Can I re-enter my sim card number or do I have to order a new one?

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@adara You cannot re enter a sim after this has happened. You don't have to buy a new one, a moderator can help you out.

How to Open a Ticket / Contact Moderators

1. Click Chat Bubble and type "Open Ticket"

2. Click "Contact PM Support"

3. Select "Account Specific Question"

4. Click "No, I Need A Human Now"

5. Select the link "Click Here To Submit A Ticket"

6. This opens a new window. Log in with Community Account NOT your self serve. Follow prompts.

[darlicious]

@adara 

 plans or usage page....lost/stolen....suspend then change your password.

[adara]

Can I re-enter my sim card number or do I have to order a new one?

[darlicious]

@adara 

Whew.... good to hear its not that.  The mods can try to reprovision your sim card its a 50/50 chsnce it will work. But its about a 48 hour wait for customer support right now. You would be better off buying a new card.  You could wait a week or so after the backlog clears and appeal for a credit for the new sim card based on the longvwait times.

[computergeek541]

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@adara wrote:

it actually doesnt match.

where exactly do i cancel / suspend the service

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In your self serve account, click on the plans and add-ons tab. There is a lost/stolen option. Also change your password and security question. Then, open a ticket by going to: https://publicmobile.ca.ada.support/chat

[kb_mv]

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@adara wrote:

it actually doesnt match.

where exactly do i cancel / suspend the service

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@adara 

To suspend or stop your service, sign into your self serve account and follow below;

When you want to restart / unsuspend your service this will say "Restore Service". Change your account password and security question and contact a moderator for help. If the number is associated with any financial institution or sites for 2FA or password resets, secure those accounts as well.

[adara]

it actually doesnt match.

where exactly do i cancel / suspend the service

[computergeek541]

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@kb_mv wrote:

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@adara wrote:

I tried that same sim card in 3 other iphones and it all says the same thing.

Sim card not activated contact your carrier.

I entered my sim card number in my account and it says it's in use.

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@adara Go back to your first post, click the 3 dots top right, select edit and remove your phone number. This is a public forum, posting personal info is not a good idea.

What do you mean you entered your sim card number in your account and it says it's in use? Where are you doing this? Maybe have a look to see if the physical sim in your phone matches the one registered to your account. Look at the last 4 numbers. Click change sim in your self serve to look.

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@adara 

What kb_mv is saying that a SIM card cannot be reused.  The system won't allowed a used SIM to be activated on a new account or re-attached to an account without the help of a moderator.

[kb_mv]

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@adara wrote:

I did all that.

My sim card has been working for 4 years and now since last night it doesn't.

Can an admin look into my account and see if there's an issue?

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@adara Did all what? The last 4 numbers on your sim do match the one on your account? 

[adara]

I did all that.

My sim card has been working for 4 years and now since last night it doesn't.

Can an admin look into my account and see if there's an issue?

[darlicious]

@adara 

Log into your account and compare the last 4 digits of your sim card to those in your account. If they dont match you have been simjacked. Go to the plans page and suspend your service via lost/stolen and change your password.

[kb_mv · Accepted solution]

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@adara wrote:

I tried that same sim card in 3 other iphones and it all says the same thing.

Sim card not activated contact your carrier.

I entered my sim card number in my account and it says it's in use.

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@adara Go back to your first post, click the 3 dots top right, select edit and remove your phone number. This is a public forum, posting personal info is not a good idea.

What do you mean you entered your sim card number in your account and it says it's in use? Where are you doing this? Maybe have a look to see if the physical sim in your phone matches the one registered to your account. Look at the last 4 numbers. Click change sim in your self serve to look.

[computergeek541]

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@adara wrote:

I tried that same sim card in 3 other iphones and it all says the same thing.

Sim card not activated contact your carrier.

I entered my sim card number in my account and it says it's in use.

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@adara 

Please don't post information about your account. Anyone can see it.

Please go into your self serve account  and see if the SIM card number there matches the one that you are using. If it doesn't match, someome else has stolen/taken over use of your phone number.

[adara]

I tried that same sim card in 3 other iphones and it all says the same thing.

Sim card not activated contact your carrier.

I entered my sim card number in my account and it says it's in use.