topic Re: New Account Issues in Get Support

New Account Issues

mhkhaki — Wed, 05 Jan 2022 11:24:53 GMT

Hi,

A couple of days ago I bought a Public Mobile SIM and tried to activate it online. The website crashed after I put in my credit card details. When I tried to go through the process again, I got a message of 'invalid SIM'.

Sunsequently, my credit card was billed and the number that I was trying to port from Telus stopped working on the Telus SIM. When I try to plug int he Public Mobile SIM it doesn't work although the phone is compatible (iPhone 8).

I have tried messaging the moderator with no joy. I would greatly appreciate any guidance or assistance.

Thanks.

Re: New Account Issues

GR — Wed, 14 Aug 2019 12:04:38 GMT

@mhkhaki you're on the right track, if you messaged the moderators now you have to wait. Can you log in to your self serve public mobile account to see if it says active?

Re: New Account Issues

mhkhaki — Wed, 14 Aug 2019 12:06:13 GMT

I'm unable to log into the self-serve account. It's as if it doesn't exist.

Re: New Account Issues

GR — Wed, 14 Aug 2019 12:24:29 GMT

Sounds like if you'll have to wait for the moderators. Do you remember putting an email address and password to create the account when you activated? Maybe you can't access it because it's not provisioned properly and it will work after the moderators fix it

Re: New Account Issues

JPM1988 — Wed, 14 Aug 2019 12:25:56 GMT

Good luck with the mods 108 hours and counting for a mod to reply for me so far and day six into the issue

Re: New Account Issues

mhkhaki — Wed, 14 Aug 2019 12:45:13 GMT

Yes, I put in an email address, password etc. Filled in everything, it just crashed after I submitted credit card details.

How long do the moderators take? My phone number is not usable.

Re: New Account Issues

mhkhaki — Wed, 14 Aug 2019 12:46:08 GMT

That is ridiculous!

Re: New Account Issues

GR — Wed, 14 Aug 2019 12:46:44 GMT

Can take up to 72 hours or more but usually less than 48.

Re: New Account Issues

kselmak — Wed, 14 Aug 2019 13:12:15 GMT

Did you try to use it? If you were charged that means your account it's probably active, to gain access to it you will need to create your selfserve about because it looks like that was not created. Try creating it https://selfserve.publicmobile.ca/self-registration

Re: New Account Issues

geopublic — Wed, 14 Aug 2019 13:39:25 GMT

@mhkhaki when you insert the sim card does it connect to PM? Do you see a no service? What is the exact message? Also, did you receive an email from PM?

Remove the sim from the phone power down the phone for 15 minutes and try again.

Does it connect to the network?

Re: New Account Issues

mhkhaki — Wed, 14 Aug 2019 13:55:45 GMT

I tried using it with the Public Mobile SIM, it doesn't connect to the network.

Re: New Account Issues

mhkhaki — Wed, 14 Aug 2019 13:56:32 GMT

It says no service. I never got a welcome email from Public Mobile.

Re: New Account Issues

GinYVR — Wed, 14 Aug 2019 14:06:39 GMT

@mhkhakiUnfortunately it means your account was not provisioned correctly.. only a Moderator can fix that.

Re: New Account Issues

geopublic — Wed, 14 Aug 2019 14:06:43 GMT

@mhkhaki wrote:
It says no service. I never got a welcome email from Public Mobile.

@mhkhaki In that case unfortunately you will have to wait for the moderator to fix it because as others have mentioned you account was not provisioned properly.

Need to be patient and hope that the moderator team can fix it in a short amount of time

Re: New Account Issues

Dunkman — Wed, 14 Aug 2019 14:07:11 GMT

@mhkhaki

Unfortunately, you will likely need to wait for moderator response. Account activation issue. If you have not heard from moderator in 48 hours, I would send another private message again.

Maybe try your SIM card in another phone to determine whether potential hardware issue versus PM Service issue. Likely PM service issue and you have to wait for moderator.

Re: New Account Issues

lubinyeee23 — Wed, 14 Aug 2019 14:27:24 GMT

Try setting up your account through another web extension (chrome vs. firefox) or an incognito window, I also had the "invalid sim" issue when registering with Public Mobile.

Re: New Account Issues

goldilock — Wed, 14 Aug 2019 15:36:50 GMT

@mhkhaki It is possible that your Sim is activated but since you said it's not connected to the network, then you can manually connect to it. Here's what to do:

Please try the following:

1. Open the Apps list and tap Settings > More... > Cellular networks

> Network operators > Search networks.

2. Your phone will search for available networks.

3. Select your preferred network from the list generated. You phone

will attempt to register on the selected network.

Please respond if this resolved the issue.Good luck

Re: New Account Issues

ChuckYeah — Wed, 14 Aug 2019 17:57:35 GMT

Did you try your sim in another phone? If you could, I'd really like to know the result.

The reason I would like to know is that these types of issues always end up going to moderators and would love the community to have a chance to solve it here.

Re: New Account Issues

mhkhaki — Wed, 14 Aug 2019 22:56:05 GMT

Hi,

i couldnt find this in settings. Are these iPhone instructions?

Thanks.

Re: New Account Issues

mhkhaki — Wed, 14 Aug 2019 22:56:30 GMT

I tried on another phone, it didn’t work.