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mobile phone replacement

glenarm131
Great Neighbour / Super Voisin

I need to replace a lost phone and want to keep the same Public Mobile account and phone number.  Is this possible and how do I do it?

3 REPLIES 3

darlicious
Mayor / Maire

@glenarm131 

If your account currently has active service you may want to suspend service via lost/stolen in your self serve account. Your voicemail will stay active** but once your renewal is due this prevents autopay from charging your card or any available funds being used to renew your plan. You will have 89/90 days to pay and reactivate your service (resume via lost/stolen first) before the account is cancelled and phone number lost.

 

Purchase a new unactivated SIM card from a local retailer or order one from Canadian Cell Supplies ($2.99) w/free shipping via Canada Post within 5 business days. Once recieved and you have a phone to put it in....perform a SIM swap by choosing "change SIM card" in your self serve account. Enter the new SIM card # and pick the email 2FA option to receive the verification code. Enter the code and confirm. (As above resume via lost/stolen first.) Or contact customer support if you cannot access either 2FA option.

 

 

**Voicemail can be accessed from another phone by dialing your 10 digit phone # and once connected press"*"and enter your voicemail pin #.

 

 

 

 

To contact customer support :

Submit a support ticket via Simple--Simon the chat bot Click here 

 

Or if you prefer or cannot submit a support ticket you may send a private message : Click here 

To pre-verify add in your private messaging only your full name, address, email, phone # & 4 digit account pin #

JL9
Mayor / Maire

If you already have a phone lined up andwant to get your account back up and running asap you may want to buy the new sim in store or use an alternative like Canadian Cell Supplies so you don't have to go through a long delay 

esjliv
Mayor / Maire

@glenarm131  - yes it is possible...

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

 

If you do not have access to your self serve account, you will need CSA's help.

Submit a ticket to Public Mobile Representatives customer support agents (CSA), by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Need Help? Let's chat.