06-16-2021 01:45 PM - edited 01-06-2022 02:32 AM
Hi people, We lost a phone with a public mobile sim card. I had not set up the self serve account on that phone. How can that one be cancelled and a new one issued? I have all the paper work. Thanks.
06-16-2021 02:59 PM
@BKNS27 : Stores don't have access to accounts. Only the mods can do this for customers without self-serve access.
06-16-2021 02:48 PM
If you didn’t create an self serve account, it will be difficult for you to suspend your SIM account because you need an email, security PIN number, address etc.
If you have all the paperwork, the only option is for you to go into a PM retailer store to have them suspend/lost SIM on your account.
06-16-2021 02:00 PM
Reach out to a Moderator (staff) here for help like @softech suggested. Other suggestions here by opening a ticket can work, but since you have no My Account/Self Service account registered, you won't be able to authenticate that way anyway.
Send them a private message, and with your paperwork, you should hopefully be able to authenticate yourself that way and:
(Good observation, @hairbag1 !)
Goodluck, and sorry to hear you lost your phone!
06-16-2021 01:56 PM
@vibram after mod helped you to suspend the service, you would want to get a replacement phone as well as a new PM sim.
for the Sim check local kiosk instead of from PM online. Getting the SIM from PM could take as many as 3 weeks
06-16-2021 01:56 PM - edited 06-16-2021 01:59 PM
ha ha.... good point.
OP is kind of made it difficult to verify them self by text or account login too!!
06-16-2021 01:54 PM
@LurganIeUk wrote:Go into your My Account. Suspend service.
And/or buy a new SIM and assign it to your account. That will make the "lost" sim absolutely no longer usable.
The newly activated SIM can be used in another compatible and unlocked phone.
Good suggestions but OP says they didn't create a PM self service account.
06-16-2021 01:54 PM - edited 06-16-2021 01:56 PM
@vibram : Buy another SIM, contact the moderators to get it applied to your account thereby rendering the old one dead, then insert it into an older phone until you acquire a replacement.
If you want to go all out then also ask them to suspend the account until you get the SIM changed.
Edit: How long have you been a customer? Wouldn't it be interesting if those that never bothered to create their self-serve account never have autopay problems.
06-16-2021 01:52 PM
Go into your My Account. Suspend service.
And/or buy a new SIM and assign it to your account. That will make the "lost" sim absolutely no longer usable.
The newly activated SIM can be used in another compatible and unlocked phone.
06-16-2021 01:51 PM
Only one way to solve your issue , explanation to customer service by Moderator Team
and the are nice service Team the will help you 100%.
you have to Submit a ticket to customer service by Moderator Team,
Here’s how to contact customer service by Moderator Team,
Good Luck
06-16-2021 01:50 PM
@vibram , you should open a ticket with mod to have them help to suspend the service for you. also, you should see if they can help to setup the self serve account for you, you will need that.
open the ticket with the chat bubble on the lower right.
06-16-2021 01:48 PM - edited 06-16-2021 01:49 PM
@vibram wrote:Hi people, We lost a phone with a public mobile sim card. I had not set up the self serve account on that phone. How can that one be cancelled and a new one issued? I have all the paper work. Thanks.
Top of this page click Get Help / Chat with Simon to start process of moderator assistance. Type lost phone.