reactivating phone after theft

[fonic21]

I suspended my service because my phone had been stolen, but now I am struggling to activate it while retaining my same number.  What do I do?  I am paid up, but my phone shows that I am not connected to a network. Thank you!

[esjliv]

@fonic21  - I am unclear if you obtained a new Public Mobile SIM card or not...did you do that yet? This would be your first step to swapping out the SIM card number.

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

[dabr]

@fonic21   Just to add to what's already been mentioned, you did log back into your account to Resume Service now if you had Suspended Service earlier?

[BKNS27]

@fonic21 

If you change your SIM card on your account as instructed by @softech.

Just reboot your phone by powering off then power the phone back on.

[JL9]

Did you go into your account and click on the lost/stolen phone when it first happened?

[softech · Accepted solution]

@fonic21   You have logged into My Account and paid and reactivated the service?

Did you also on My Account and request Change SIM card there? Click Change SIM Card, enter the new SIM number and pick email to receive your 2FA code.  Once you got the 2FA Code and completed the request, reboot your phone ever 15 minutes until you see it connected

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