Sim died

[Skershy]

Phone sim must have died. Phone cellular not connecting.  No data or cell. Can login to customer support as it goes in circles asking for a user name. Won’t accept email as user name.  Says invalid. Hit forgot and it sends to the email I just tried. Need a new sim I think. 
tried resetting, network rebooting re seating sim.
shouldn’t have to pay for a new sim

[Skershy]

I will try in another phone

[Skershy]

Nope. My daughter’s phone is fine. Account is active and paid and it just says SOS and tells to set up cellular.

[UniArm]

@Meow this is not true. Sim card will die for no reason.  I had one died just 2 days ago and I just logged in now and update the SIM card 

[BKNS27]

@Skershy 

You should check to see if there are any outages in your area before you ask a CS_Agent for help. It could just be an outage.

https://istheservicedowncanada.com/status/telus/map#google_vignette 

[Dunkman]

@Skershy 

Sim cards rarely become defective.  When is your next payment date?  Maybe your account is suspended instead. 

The website is finicky.  You can try to clear cache first, incognito mode or a different web browser.  Or try the PM app itself.  The user ID is email address.  

[slusagm · Accepted solution]

Try your sim on another phone to confirm if it is a phone or sim problem 

Yes, you can ask PM to refresh the account and confirm if it is really sim issue

 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/privatenote