topic Re: account and sijm in Get Support

account and sijm

meldriver — Tue, 04 Jan 2022 17:46:56 GMT

Hi, I'm trying to crate an account to activate my account but it won't let me, and then it asks me for my phone # but I don't have one. My sim card does not exist either which is brand new

Re: account and sijm

7789849803 — Tue, 03 Nov 2015 18:55:53 GMT

@meldriver If you tried activating the SIM but reached an error message, and now your SIM # shows as being invalid, it means the activation did in fact go through. Please send an email to PM support with the SIM # and all other pertinent information (describe the experience in detail, including any error messages you were shown).

Your problem will ultimately be resolved by the email support reps, but one of the community managers can escalate your concern if it doesn't get resolved within 48 hours from sending in the initial email. Hope this help.

Re: account and sijm

Daniel — Tue, 03 Nov 2015 19:09:15 GMT

Hi @meldriver,

I'm not sure I fully understand you question. But I imagine you currently have a brand new PM SIM card in your hand and would like to use it. If this is the case, you'll need to activate it from this page : https://activate.publicmobile.ca/

This will guide you through the step for creating you account and activating you SIM card.

If I've missunderstood your question, please correct me so I may also correct my answer!

Re: account and sijm

meldriver — Tue, 03 Nov 2015 19:11:29 GMT

Hi, no that's it, and i've tried 5 times now what you wrote to me and it still doens't work, funny, created my account, they were quick to take my money an my visa card but don't recognize my email adress. blocked everywhere 😞

Re: account and sijm

Daniel — Tue, 03 Nov 2015 19:19:24 GMT

@meldriver,

If they debited your credit card, this mean that they've activated you SIM. Can you double check to see if you're able to get a signal on your phone?

As for login in the selfserve area afterward, unfortunastly this is a known bug and you'll have to open a support ticket with the support team here : http://publicmobile.ca/en/qc/get-help

But do try your SIM card and see if it's active (note, are you porting your number from a other carrier?)

Re: account and sijm

meldriver — Tue, 03 Nov 2015 19:17:16 GMT

I will try again and see, I'll let you know if it works

Re: account and sijm

7789849803 — Tue, 03 Nov 2015 19:17:23 GMT

@Daniel FYI, that link is specific to Quebec - and shows in French. But yes, hopefully @meldriver has already sent (or is shortly about to send) a webmail to PM support now.

Cheers!

Re: account and sijm

Daniel — Tue, 03 Nov 2015 19:19:47 GMT

Thanks @7789849803, I've corrected the link!

Cheers!

Re: account and sijm

meldriver — Tue, 03 Nov 2015 19:22:06 GMT

it's not fixed yet!!!!!!

Re: account and sijm

7789849803 — Tue, 03 Nov 2015 19:28:03 GMT

@meldriver Please don't get confused. The only people who will ultimately be able to resolve your issues (whether with self-serve or activation, or porting) will be PM support. It's clear to me from your description that there's been a technical glitch during the activation process for you. Only a PM support rep will be able to rectify whatever issue(s) are involved here.

Send an email to them now - it may take them a couple days to respond. If the situation is still unresolved in 48 hours from the time you send the email, we can have a community manager escalate your issue. But all this can only happen once you send the email, so I'd urge you not to hold off on that any longer, if you wish to have this fixed soon.

Re: account and sijm

meldriver — Tue, 03 Nov 2015 19:30:11 GMT

already done for the email, and no answer yet, so no i'm not going to finish this discussion till it's fixed. Thanks

Re: account and sijm

meldriver — Tue, 03 Nov 2015 19:31:03 GMT

it's funny that there is no where, we can phone to have our account looked on, this is really a beginner company. 😞

Re: account and sijm

7789849803 — Tue, 03 Nov 2015 19:36:29 GMT

@meldriver You are absolutely correct. PM does not offer any inbound phone support. Though there is an idea active on this forum that advocates for them to start providing outbound phone support for some issues such as the ones around activation and porting.

You can take a look at the idea here: http://productioncommunity.publicmobile.ca/t5/Public-Lab/Outbound-Phone-Support-for-Complex-Issues/idi-p/32678

Click the orange up arrow on that idea page to register your support so PM is nudged to consider it as a viable option in the future.

Re: account and sijm

meldriver — Tue, 03 Nov 2015 19:40:18 GMT

the sim still doesn't work and no one to talk to, just so much fun. Now how do I get reimbursed??

Re: account and sijm

7789849803 — Tue, 03 Nov 2015 19:43:47 GMT

@meldriver Nothing to do now but sit tight and wait. Like I said, PM support reps will be the ones to help with anything.

Your issue will get resolved for sure - but it will take some time, so patience is key here. You should get an email response from them within 48 hours. If you don't, we'll have one of the community managers escalate your concern.

In the meanwhile, you can show your support for the outbound support idea in my previous thread (if you wish). But there's really nothing else to do at this stage.

Re: account and sijm

meldriver — Tue, 03 Nov 2015 19:44:48 GMT

ok, thanks

Re: account and sijm

Daniel — Tue, 03 Nov 2015 19:46:59 GMT

Hi @meldriver,

The issue about your online account will not be fixed until the support teams fix it.

For your phone, can you confirm at 100% that your credit card was debited for the amount of your plan? (what is the selected plan).

Did you try porting a number from a other carrier or ask for a new number?

From what I understand in this thread, id you SIM card should be activated if a payment was taken, but you can't access your selfserve area, therefore I would like to know what are the symtom when inserting the SIM card into your phone.

Re: account and sijm

Daniel — Tue, 03 Nov 2015 19:48:20 GMT

I took too long to answer! I've just duplicated @7789849803 posts!

Re: account and sijm

meldriver — Tue, 03 Nov 2015 19:49:38 GMT

it tells me that there is no sim card and when I try putting in the box on the public site, it says it doesn't exist, and yes the money was taken from my credit card, i called

Re: account and sijm

7789849803 — Tue, 03 Nov 2015 19:50:49 GMT

@Daniel wrote:

From what I understand in this thread, id you SIM card should be activated if a payment was taken, but you can't access your selfserve area, therefore I would like to know what are the symtom when inserting the SIM card into your phone.

@Daniel That is simply not true. When I activated my SIM last month and was having my number ported (I filled out the porting information as part of the activation process), I ran into the same issue. My SIM didn't work for several days (no network at all) after the port went through.

I fear that by speculating based on little information, we may be adding to @meldriver's woes. I can't stress enough that there really is nothing to be done at this point but sit tight and wait for PM support to fix whatever it is on their end that will need to be fixed for everything to work as intended. They may ask @meldriver for additional information - but at this stage we don't know what else they may need to do to alleviate the problem.