lost phone want to transfer my number to a new phone

[Karin2]

Hi all. Have lost my phone and got a new SIM card but would like to keep the same phone number. How do I cancel the old SIM while still keeping the number on the new phone? Thank you.

edited by computergeek541: miscategorized (not "community" related)

[computergeek541]

threads merged

[JL9]

The same solution for both of your posts should resolve this. Have you been able to get the new sim up and running and your original number

[softech]

@Karin2   

I think we are still lost what you have done

Give us more hint.  did you Activate the new SIM from activation portal:

https://activate.publicmobile.ca/

Or did you login My Account and actually sent through Change SIM card like these screens:

https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/change-sim-card/

[hTideGnow]

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@Karin2 wrote:

all the new info went to the old phone 😞 not the new one. The new sim is in the new phone. not logical to me.

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HI @Karin2   One second, you said you got an activation code, did you get it from My Account, Change SIM card? 

[esjliv]

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@Karin2 wrote:

I changed the sim card, got the activation code, had to chose a new number. ALL of that went to the old phone.

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@Karin2  - did you activate a brand new account ?

[softech]

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@Karin2 wrote:

I changed the sim card, got the activation code, had to chose a new number. ALL of that went to the old phone.

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@Karin2  did you get the 2FA security in email?  If so, enter it where you left off (you should be at the screen at change SIM card, that was where you chose to receive the 2FA code via email)

Put your new SIM into the phone, reboot the phone and see if it works

[Karin2]

all the new info went to the old phone 😞 not the new one. The new sim is in the new phone. not logical to me.

[Karin2]

I changed the sim card, got the activation code, had to chose a new number. ALL of that went to the old phone.

[hTideGnow]

HI @Karin2 , Was your account suspended via Lost/Stolen Phone?  Login to My Account to resume the service.  Then Click Change SIM card and enter the new SIM number and follow the step.  That would like your new SIM to your account and old number and you are all done.

[esjliv]

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@Karin2 wrote:

Cancelled the phone. 

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@Karin2  - hold up...what do you mean be "cancelled the phone"?

If the account was in nonpay status for over 90 days then you lost the Pubic Mobile account, phone number and access to self serve.

OR, if you ported your number out of Public Mobile then your account closes automatically.

That sentence confuses me a bit.

[softech]

@Karin2   how did you "cancel" the phone here?  what did you do?  Did you just click Lost/Stolen?

How long you "cancel" the phone?  Can you still login to My Account now?  

if you call 1-855-4PUBLIC, then enter your old phone number, check what it say.  Check whether it said cannot find the number of if your number is suspended?

[esjliv]

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@Karin2 wrote:

Confused as heck here. Lost phone. Cancelled the phone. Got a new sim got a new phone. Wanted to keep old phone number but it didn't give me that option so I selected a new number. How do I get all this info onto the new phone? I don't see an option to add a phone. 

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@Karin2  - you can do the swap yourself on your self serve account under the Change Sim card feature: https://selfserve.publicmobile.ca/

See "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

[Karin2]

Confused as heck here. Lost phone. Cancelled the phone. Got a new sim got a new phone. Wanted to keep old phone number but it didn't give me that option so I selected a new number. How do I get all this info onto the new phone? I don't see an option to add a phone. 

[BKNS27 · Accepted solution]

@Karin2 

Login to your account and click on View Usage then click on Lost/Stolen phone then go to Change SIM card so you will keep your old number.

Also notify a CS_Agent and report your lost phone to Blacklist your old phone so the phone can’t be used.