topic Re: Very disappointed in Get Support

Very disappointed

brucebro56 — Wed, 05 Jan 2022 07:38:51 GMT

I purchased 2 sim cards for 2 cellphones to be used by myself and wife. I made sure both phones were unlocked and compatible with your company. The cellphones both passed. I proceeded with the activation process with no activation.

I purchased a $25.00 plan for my wife's phone I believe the phone number is 778-xxx-xxxx my number was 778-xxx-xxxx.

Please help me as we both really need phones

Re: Very disappointed

cappaj — Fri, 30 Nov 2018 16:15:53 GMT

I don't have any specific help, but you should edit your phone numbers out of your post - this is a public forum and just anyone could grab them.

Re: Very disappointed

ada2018 — Fri, 30 Nov 2018 16:27:11 GMT

it happens to me, too. The sim card has been activated. But the cellphone cannot find SIM card. My friend used Public Mobile, I tried his SIM card in my phone, it is working but mine doesnot work. Their support service is too slow.

Re: Very disappointed

mimmo — Fri, 30 Nov 2018 16:41:24 GMT

@ada2018, @brucebro56 are you able to loginto your selfsetve accounts? What do they say? You can try the lost stolen trick. Click plans in self serve then click report lost stolen toggle it for 5 minutes then reboot.

Re: Very disappointed

will13am — Fri, 30 Nov 2018 16:53:13 GMT

@brucebro56, could you provide a little more detail on error messages or anything unusual that may have occurred during the activation. It is hard for the community to assist without these details. Generally, if the online account has been set up, things should work. If you have included a number port, it could take a few hours for the incoming call and text feature to work properly as the number port completes. In the mean time, the old service should continue to work. BTW, please don't post personal information such as phone numbers in the public forum.

Re: Very disappointed

will13am — Fri, 30 Nov 2018 16:54:29 GMT

@ada2018 wrote:
it happens to me, too. The sim card has been activated. But the cellphone cannot find SIM card. My friend used Public Mobile, I tried his SIM card in my phone, it is working but mine doesnot work. Their support service is too slow.

Public Mobile does not offer live support. If you have account issues that require action, you need to contact the moderator team. The moderator team can be reached via private message using this link. Please include in the private message account number and PIN code along with a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

Re: Very disappointed

rozinaamyn — Fri, 30 Nov 2018 17:08:35 GMT

Hello

I just changed the plan from $40 to $30, Leaving country tomorrow and needed phone for just today

After I added $30 i switched the plan to $30 but still unable to make calls and it says you dont have any active long distance plan

I sent private message to moderator and waiting for them to get it fixed

I am leaving tomorrow and spending time on community to use my phone for one day

Re: Very disappointed

ada2018 — Fri, 30 Nov 2018 17:08:49 GMT

yes, i can loginto my selfsetve accounts, everything there seems Ok.

Re: Very disappointed

popping — Fri, 30 Nov 2018 17:15:48 GMT

@rozinaamyn wrote:
Hello
I just changed the plan from $40 to $30, Leaving country tomorrow and needed phone for just today
After I added $30 i switched the plan to $30 but still unable to make calls and it says you dont have any active long distance plan
I sent private message to moderator and waiting for them to get it fixed
I am leaving tomorrow and spending time on community to use my phone for one day

Try the lost/stolen phone traick to provision your plan features again.

1. Login to your self-serve account.
2. Report your phone lost/stolen using [Plan and Add-Ons] --> [Lost/Stolen Phone]
3. Logoff
4. Wait 5 minutes and login again
5. Report your phone found.
6. Re-start you phone to provision your account again. i.e. enable all features of you plan again.

If this trick failed to get thing working again, you should send a private message to moderator for help. But the wait is about 48 - 72 hours. Good luck.

Re: Very disappointed

rozinaamyn — Fri, 30 Nov 2018 18:04:40 GMT

Didnt worked

thanks for your help but still didnt worked

Re: Very disappointed

tomessafi — Fri, 30 Nov 2018 18:17:00 GMT

Is your phone picking up the network signal? If yes, get in touch with moderators on a private message. They can refresh your line and you'll to power cycle your phone. It'll pick up your plan.

If your phone is not picking up the network. Check how you inserted the sim card.

If your phone is not picking up the network and you tried a friend's sim from public mobile and it worked. That means your sim card has a defect. My advice is to get a new one as a replacement. Activate it on your account to have your number and plan attached to it and get in touch with moderators to get a refund for the new sim.

Good luck

Re: Very disappointed

ada2018 — Sat, 01 Dec 2018 03:59:40 GMT

I think my sim card has defect too, just bought it two days ago in Londo drugs. Will Public mobile change a new one for me? How can contact them? Their support service is too slow. I have complained two days but nothing has done with my case.

Re: Very disappointed

Dunkman — Sat, 01 Dec 2018 04:12:43 GMT

@ada2018

What makes you think that your SIM card is defective? You might want to explain your situation in more detail.

You can contact moderator for asisstance, but expect 1-2 day wait though.

Send a private message to moderator through the following link :

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

Please include in the private message your phone number, your account number and PIN code.

Re: Very disappointed

ada2018 — Sat, 01 Dec 2018 04:40:23 GMT

i have tried with my friends' sim card, who is public mobile user too. His card can work in my phone. My online account seems no problem, and it says my next due pay is Dec 28. The only problem is the SIM card has no public mobile singal. And i also tried lost/stolen method: no help.

Re: Very disappointed

Anonymous — Sat, 01 Dec 2018 04:43:43 GMT

@ada2018 wrote:
i have tried with my friends' sim card, who is public mobile user too. His card can work in my phone. My online account seems no problem, and it says my next due pay is Dec 28. The only problem is the SIM card has no public mobile singal. And i also tried lost/stolen method: no help.

Ok. Good test. Maybe try your SIM in the friends' phone.

Re: Very disappointed

ada2018 — Sat, 01 Dec 2018 04:44:43 GMT

yes, I tried too. Still no signal.

Re: Very disappointed

Anonymous — Sat, 01 Dec 2018 04:58:09 GMT

@ada2018 wrote:
yes, I tried too. Still no signal.

Apparently it's pretty rare for SIM's to somehow fail. Maybe use some non-corrosive cleaning agent to clean the surfaces of the SIM.

Edit:@ada2018: Did your phone work at all since you got the SIM? Maybe check the last 4 digits of the SIM card to the SIM registered in your self-serve under Change SIM.

Re: Very disappointed

ada2018 — Sat, 01 Dec 2018 04:56:19 GMT

yes, I know, this is the first time that a new SIM card fails in my 20 years' experience. I bought it in London drugs.

Re: Very disappointed

ShawnC13 — Sat, 01 Dec 2018 04:56:46 GMT

@ada2018 wrote:
yes, I tried too. Still no signal.

Are you positive that you entered the correct SIM number when you activated it? Double check that as maybe you entered an incorrect number during activation

Re: Very disappointed

ada2018 — Sat, 01 Dec 2018 05:00:05 GMT

i am pretty sure, cause when try to input my sim number again in activation page, the website says "Invalid SIM number"