Phone was lost. Got a new sim card and a new phone. How do I assing my old number to a new sim card?

[phraktal]

Phone was lost. Got a new sim card and a new phone. How do I assign my old number to a new sim card?

I tried to follow some form I found on the website, filled everything, submitted, never heard back from anyone.

How do I do it effectively ?

[HALIMACS]

@phraktal 

When placing a ticket, try this method:

Click here and:

• type moderator assistance,
• then select account-related issue,
• then select you need a human now. 

Follow the prompts to submit a ticket.

[phraktal]

I've tried the ticket route once, but to no effect. Trying it again.

[darlicious]

@phraktal 

If you choose to send a private message you can include some of the account identity verifiers that the moderators will ask you before they will change your sim card for you. This will help speed up the service time to resolve your issue.

Additionally if you haven't already you may want to suspend your service via lost/stolen found on the plans or usage pages in your account.

Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

1. Full name and address on account.
2. Email, phone # and pin #.

 If you cannot remember your pin # include at least three of the following:

1. Date of birth
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Activation date.
10. Frequently called or texted and/or recent phone numbers in your usage page.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours. Wait times currently are about 2 hours.

Keep an eye on your private message box (the envelope icon) next to your avatar at the top right corner of your screen for a little bubble to pop up indicating a message from the moderators. Responding promptly will speed up service times.

To send a private message to the moderators click below:

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

[HALIMACS]

@phraktal 

In order to protect customers from SIM swap fraud, public mobile has temporarily disabled all online SIM changes through Self-serve as of March 8th.

To change your SIM card, please submit a ticket here

[dabr · Accepted solution]

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@phraktal wrote:

Phone was lost. Got a new sim card and a new phone. How do I assign my old number to a new sim card?

I tried to follow some form I found on the website, filled everything, submitted, never heard back from anyone.

How do I do it effectively ?

---

@phraktal   You'll need to submit a ticket to moderators for any SIM change.  Contact them via chatbot here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Second option if unable to submit a ticket send a private message to Moderator_Team here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Edit:  Here's an announcement from PM regarding SIM change policy for now:  https://productioncommunity.publicmobile.ca/t5/Announcements/SIM-Swap-Fraud/td-p/650969/jump-to/firs...