SIM card no longer working

[Nivedita]

Hello,

My sim card suddenly stopped working and I am unable to login to my account as it requires an OTP. So just to login and raise a support ticket, I had to buy a new sim card. 

@CS_Agent  Can you help me with getting a sim card for my old number I had with public mobile?

[maple_leaf]

My pleasure @Nivedita , hope they can get this resolved for you. Feel free to mark a solution on this thread when you have things sorted. Cheers.

[Nivedita]

Thank you @maple_leaf . I got a reply to my PM with the agent and I hopefully can have this resolved!

thanks again for the support!

[maple_leaf]

You're welcome @Nivedita , I see your later reply indicating that you only have the option for "send text" or "voice message" after selecting "resend code". This means that your EverSafe ID profile is incomplete (missing your email address perhaps). In this case, and because you are unable to make/receive calls or texts, there would be no other way to gain access to your online account without the help of a Customer Support Agent. Have you tried dialling *611 from your phone with the old (non working SIM) to see if it connects you to the automated account information line? If you can reach *611, see what the system says about your current subscription status. If service is suspended (on hold), then you may be able to make a payment to resume service if a credit card is on file and you know your PIN.

[Nivedita]

Thank you @maple_leaf .

I had to purchase a new sim as any option I tried to use is asking me for an OTP that's sent as an SMS which I cannot get as my SIM is not working. But, I will remember your advice the next time this happens.

I sent a PM to the customer service agent some time back and haven't heard back yet. If there's any other way I can gain access to my account to change my sim card, please do let me know to try and get it working again!

Thanks again!

[Nivedita]

Hello @hTideGnow ,

Thank you so much for your reply. I tried to clean the sim and insert into a different phone and that still did not work.

I also tried to click on "Didn't Receive Code?" But there's no such option and when I hit "Resend Code", I only see an option to send text or voicemail. So I'm really at a loss here.

I also sent a message to @CS_Agent and haven't heard back yet. I got a new sim card right now. But I am not sure how to activate it with my old number. Is there a procedure I can follow without logging in?

Thanks

[maple_leaf · Accepted solution]

Hello @Nivedita , From what you have written, it appears you have already purchased a new SIM card. For future reference, you do not have to purchase a new SIM card just to login and raise a support ticket. You can always reset your account by selecting "forgot email" or "forgot password", located below the login fields (screenshot below). You can also click "Resend Code" at the OTP prompt, and then choose to resend the code to your email address. If you are now able to gain access to your online account, you can swap your SIM card through self-service. If you need help because your stuck, you can reach out to a Customer Support Agent.

Link to PM CS_Agent:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Monday to Sunday 9 AM to 10 PM EST

Change Your SIM Number:
https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

Payment Methods/Resume Service:
https://www.publicmobile.ca/en/on/get-help/articles?category=_articleCategory_payment-support&subcat...

EverSafe General Information: https://www.publicmobile.ca/en/bc/get-help/articles?category=_articleCategory_my-account&subcategory...
EverSafe ID FAQs:
https://www.publicmobile.ca/en/on/get-help/articles/eversafe-faqs
Changing EverSafe ID Information (Name, Number, Email):
https://www.publicmobile.ca/en/bc/get-help/articles/changing-name-in-eversafe

[Meow]

Click on: ‘Didn’t get a code’ and you will get more options.

As for the SIM, remove it, clean SIMI's and phone's SIM contacts, try again; try in another phone.

[hTideGnow]

hi @Nivedita 

please first try to take your sim out and clean it and reinsert and try.  And better to try on another phone if you have one

To login to My Account without SMS, click "Didin't Receive code?" in that security screen, then click Send email to get the code via email

If your sim really not working, you will need to get a new one from Telus or Koodo store or Amazon.  Then either login My Account to update the new sim yourself, or submit ticket with CS agent for help:

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