SIM card

[Unffire1]

My sister is currently with Telus and has an iPhone 7. She has requested a SIM card coming in the mail shortly. Can she simply change out the card? Will she retain her photos, phone contacts etc or are there steps to save these on the new SIM card? Thanks 

[BKNS27]

@Unffire1 

It sounds like she ported her old number.

She need to leave the old SIM in the phone and also not cancel the service with her old carrier before porting. There is also a 90 minute window for her to reply with YES then a 2FA code will be sent to her phone with the old SIM in the phone.

At this point, you need to contact a CS_Agent by DM to restart the porting process again at:

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

Since porting wasn’t completed, the old SIM should still work.

[Unffire1]

She kept her old Telus number, last message to her was they would send her a number so she could verify her identity within 5 hours, so far says no service on her phone. Anyone she can actually call to solve this problem? Thanks 

[BKNS27]

@Unffire1 

Is she porting her old number to PM or did she pick a new number?

[softech]

@Unffire1 

can she at least make the calls with the PM sim ? would be helpful if you can confirm if it was physical or eSIM she got

but she can also open ticket with PM support and confirm the activation and porting status

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Unffire1]

Physical SIM card, used the app to complete the process. Then got a text that she would get a number to confirm her identity but to my knowledge she hasn’t got it yet

[softech]

@Unffire1 

physical sim or esim?

and did you activate using the app?  

if physical sim card, can you put the PM sim card in the phone first and check if you can make outgoing calls.  If you can make outgoing calls, test incoming calls, let us know how it goes?

if esim, did you get to the esim installation step?  check the sim manager on your phone and see if the esim is there

[Unffire1]

Good evening,

my sister signed up today and went through the complete process up till the last step, it wanted veroof her identity. I believe she is waiting for a code via text to enter. She hasn’t received it yet, it’s close to 5 hours. Any suggestions? Thanks 

[HALIMACS]

@Unffire1 

Your question presumes they want to move their service from Telus to Public Mobile.

For that to occur, follow @Phil_Adelphus information to set up a new account here then port their number here.

Their files (contacts/photos/etc) are very likely attached to their device or google/apple accounts so switching providers doesn’t impact those.

[Phil_Adelphus]

@Unffire1   You just need to download the Public Mobile app and set up her account but leave the Telus sim in the phone as when you select to transfer her number Telus will send a text message for authorization to which she must reply YES within 90 minutes of receipt.  Once that is done then the Telus sim will soon stop working and you can insert the Public Mobile sim and restart the phone.  I did this with an iPhone and photos and everything stayed the same.

[kb_mv]

@Unffire1 Nothing will change on her phone. Take out the old sim card and insert the new one with no issues.