SIM card not recognized, no more account details

[C0R3Y]

I’ve been away for the winter, working abroad. I come back last night and my sim is showing only SOS. No network.  I’ve been a Public Mobile user for years! Now I can’t even log in to my account… it’s made me create a ‘nickname’ and made me sign up to a new plan, then it’s asking me to pick a new phone number!! Why isn’t it recognizing my SIM card? Where has my account gone, the one I’ve been paying into for several years??!!

edited by computergeek541: inappropriate language removed as per terms of service

[C0R3Y]

I cannot make calls as my SIM card no longer works. SOS only. 

[C0R3Y]

Hi @hTideGnow ,

I have been away from Canada for 5 months, but that shouldn’t have any affect, as it hasn’t done so previously, because I have been on the direct debit system. 

I’ve been trying to contact someone from CS, so thank you for the link, I look forward to getting this solved quickly. 

[slusagm]

did you use another sim card with this phone while you were overseas? remove the other sim card.  If that other service is an esim, disable or delete that travel esim.  And check VPN screen and remove all VPN there

but if that does not work, message PM for help.   Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[C0R3Y]

Not only is my phone not locked to anyone, my ‘previous provider’ is Public Mobile. Like I mentioned, I’ve been with them for years. 

[Yummy]

It could be your phone is locket to previous provider.

Are you sure your phone is unlocked to accept any sim from any provider?

[hTideGnow]

hi @C0R3Y 

how long you have not used the service?. you sure you have been paying?  If account has missed the payment for 90 days  and over, it will be permanently closed

but it could also be just suspended and somehow you cannot login , check with PM support agent.  You can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[slusagm]

if you call 1855-4PUBLIC, enter your number, did the system recognize your number?  if not, then you missed the payment for too long and account might have been closed