09-06-2019 04:21 PM - edited 01-05-2022 06:54 AM
Hi there,
I got my phone stolen last week, so I went to self serve to suspend the service, then ordered a new SIM card. I understand I'll need to change the SIM card number in self serve as well. My question is how do I keep my old phone number? Because if I go to the change phone number tab, it looks like I can only request another number or transfert one from another provider. I'm already a public mobile customer, is there any way I can retrieve my old cell phone number (that got stolen) and allocate it to my new sim card?
Thank you
09-06-2019 06:34 PM
Great, thanks for the help everyone 🙂
09-06-2019 04:32 PM - edited 09-06-2019 04:35 PM
Your old number and your old sim are associated with your account
You only need to change the sim number in your account and your new sim will be associated with your old number
I'm assuming that person who stole your phone didn't gain access to your account and didn't change your number
If they did that you still may be able to get your number back if it was Telus number originally and if it wasn't assigned. You would need to contact moderators through Simon.
If you ported from another provider (not Koodo or Telus) you are probably out of luck, unless you don't mind getting service with them again, their support may help you with that
09-06-2019 04:26 PM
So if I understand correct you logged into self serve account and suspended your service. Very good.
Once you get new sim just log back into self serve account.
"click change sim" on right hand side under my profile.
Enter new sim card.
Then go "found phone"
Then your good to go with your number
09-06-2019 04:24 PM
@MaPa wrote:Hi there,
I got my phone stolen last week, so I went to self serve to suspend the service, then ordered a new SIM card. I understand I'll need to change the SIM card number in self serve as well. My question is how do I keep my old phone number? Because if I go to the change phone number tab, it looks like I can only request another number or transfert one from another provider. I'm already a public mobile customer, is there any way I can retrieve my old cell phone number (that got stolen) and allocate it to my new sim card?
Thank you
@MaPa You need to select the Change SIM card option not the change Phone number option.
09-06-2019 04:23 PM - edited 09-06-2019 04:26 PM
Once you change the sim in your self-serve your sim will be tied to your old number
Do not activate your sim just change it in your self-serve