Stolen sim/ reactivating account

[Mrbubblehead72]

I was traveling in Europe and was using a European sim card. My wallet containing my public mobile sim was lifted on the metro.

I reported it as lost/stolen. When I arrived to Canada I purchased a new sim car. Logged into my account and used the change sim function. However my account still says that my account is closed/stolen. I have tried to reactivate service through the lost/stolen phone link but it just churns.

Any help would be appreciated

[Mrbubblehead72]

Thanks everyone. 

So yes the not restarting my services appeared to be a browser issue. Switched browsers and that worked to get my call and text working.

After far too long I realized I had my mobile Data turned off to avoid roaming charges when I returned to Canada. I'm blaming jet lag for missing that one. 

Thanks for the help. And for anyone that finds this issue definitely try a second browser and also make sure your data is on.

[JL9]

Well you are halfway there then. The troubleshooting above should get you all the way there. If still an issue reply back in the thread

[benfatto]

@Mrbubblehead72  Go back to the Change SIM function and compare the digits showing in your account to those on your new SIM. If different do the change again; if the same contact the CSAs as the change was not completed. 

[hTideGnow]

Hi @Mrbubblehead72 But call works?

If voice works, the rest should come soon.  try reboot or re-seat the sim

Data, Check My Account to see if you have data still

[BKNS27]

@Mrbubblehead72 

Try rebooting your phone and also check if your cellular network is set on PM.

[Mrbubblehead72]

After some patience my account now shows as active yet I am unable to send texts or use data. Any further suggestions

[iliketotalk · Accepted solution]

@Mrbubblehead72 hi did you click on the lost/stolen reactivate? try clearing your cache change browser try incognito mode go back into your account and try again  if that doesn't help contact a customer service agent through simon mention help change sim Click here 

[softech]

@Mrbubblehead72  Yes, you should have go to the Plan and Add-ons page, Lost/Stolen Phone and click Resume/Reactivate service.

If that is completed, you can go back to Change SIM Card

If that does not work, try to use a different browser or Incognito mode.  Sometimes it's only a browser issue

If none of these work, please open a ticket with PM Support, they can certainly help:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

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