topic Re: HELP in Get Support

HELP

coralleeschober — Wed, 05 Jan 2022 15:42:37 GMT

Seriously, how do I contact someone? I received a sim card yesterday and when I try to activate is says the number is invalid. The bot does not help nor will the chat.

I also keep getting locked out of my account and have to constantly reset my password.

Why is this so difficult? How do I return this sim card and get a new one? how do I activate this card? How do I speak with a human being?

Re: HELP

hairbag1 — Fri, 08 May 2020 15:53:51 GMT

@coralleeschober wrote:
Seriously, how do I contact someone? I received a sim card yesterday and when I try to activate is says the number is invalid. The bot does not help nor will the chat.
I also keep getting locked out of my account and have to constantly reset my password.

Why is this so difficult? How do I return this sim card and get a new one? how do I activate this card? How do I speak with a human being?

Try a different web browser in an hour. Clear the cache files and use incognito mode. See if waiting for an hour and then try again.

Re: HELP

gblackma — Fri, 08 May 2020 15:54:37 GMT

@coralleeschober What are you trying to do? Are you trying to change your SIM card from within your self service account or activate a new SIM card? Thanks.

Re: HELP

Triguy — Fri, 08 May 2020 15:55:20 GMT

Contact the moderators directly through private message here

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

Is your phone unlocked ?

Re: HELP

Dunkman — Fri, 08 May 2020 15:55:45 GMT

@coralleeschober

The website can be finicky. You can try a different web browser, clearing cache or incognito mode. Chrome incognito works well with this site. Also, give some time in between attempts.

If you really need to contact customer service, you will need to get moderator help. It takes time for response. If you can't get the robot to submit a ticket for moderator help, you can private message the moderator team.

Send a private message to moderator through the following link :

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

Re: HELP

Staliger — Fri, 08 May 2020 15:56:46 GMT

@coralleeschober Contact moderators through clicking on ? on bottom right of the page and following directions (contact human) OR directly through the private message here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: HELP

coralleeschober — Fri, 08 May 2020 15:58:01 GMT

I'm trying to activate a new sim card

Re: HELP

JoyLuck — Fri, 08 May 2020 16:02:54 GMT

@coralleeschober wrote:
I'm trying to activate a new sim card

Use the new online chat for activations:

https://chat.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en

Re: HELP

Gabejohn96 — Fri, 08 May 2020 16:05:06 GMT

I can help you, what are you stuck with?

Re: HELP

Naepalm — Fri, 08 May 2020 16:06:55 GMT

@coralleeschober wrote:
I'm trying to activate a new sim card

If you are really having trouble with this the best thing to do is contact the Mods, I have heard in my short time here plenty of people that were able to get it figured out by direction of the mods.

Contact them directly through this link:

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

Or As @JoyLuck pointed out through the new chat service.

Re: HELP

coralleeschober — Fri, 08 May 2020 16:07:45 GMT

Yeah been there done that they told me to come here.

Re: HELP

Daps — Fri, 08 May 2020 16:09:45 GMT

@coralleeschoberthat was just simon the chatbot.

As others posted, you can use simon the chatbot to contact moderators.

Click the "?" in lower right side of the page, type "contact moderator", and follow directions OR send a message: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

If you aborted a previous attempt to activate your sim card, it could still be locked and you'll be able to try again after 1 hour.

Which account do you keep getting locked out of? If you already created a self serve account, this means your activation should have worked.

Re: HELP

Jb456 — Fri, 08 May 2020 16:10:54 GMT

@coralleeschober

If you're trying to activate a new account. The system does not create an account for you until the card is activated. You said you keep getting locked out of your account and card tells you invalid. So can we get more details to figure out your issue?

1- how far did you get to through the activation?

2- Did you get to where you make a payment?

2.1- If yes, was your credit card charged?

2.2- if no, you have to wait one hour clear history and cookie cache try again. Best to try in incognito mode.

2.3- If you were charged. Put sim card in and see if anything works. Let us know. Text in/out, calls, data.

3-Are you porting a number from another provider?? Or is it a new number?

4- you said you keep getting locked out of your account. It only creates your account after sim is activated. So is it activated?

5- If you were charged and self serve Account was not created by system. Try manually creating one via link below?

https://selfserve.publicmobile.ca/self-registration/

6- make and model of phone

Please answer in detail so we can assist you and help resolve your problem. Thanks.

Re: HELP

RossN — Fri, 08 May 2020 16:13:24 GMT

@coralleeschober hi if you are trying to sign up a new account here is the link for a live chat they can help https://www.publicmobile.ca/en/bc/get-started

Re: HELP

coralleeschober — Fri, 08 May 2020 16:34:54 GMT

1. - how far did you get to through the activation?

I've tried multiple times yesterday and got to various stages.

2- Did you get to where you make a payment?

Yes

2.1- If yes, was your credit card charged?

Just checked and yes my card was charged $16.95 ($15 plan)

2.2- if no, you have to wait one hour clear history and cookie cache try again. Best to try in incognito mode.

2.3- If you were charged. Put sim card in and see if anything works. Let us know. Text in/out, calls, data.

Phone says No SIM card

3-Are you porting a number from another provider?? Or is it a new number?

New number

4- you said you keep getting locked out of your account. It only creates your account after sim is activated. So is it activated?

I believe so ... I created an account when I bought the sim card.

5- If you were charged and self serve Account was not created by system. Try manually creating one via link below?

https://selfserve.publicmobile.ca/self-registration/

This does not work as it's trying to text me and the phone is not receiving texts

6- make and model of phone

Iphone 6S

Re: HELP

geopublic — Fri, 08 May 2020 16:35:20 GMT

@coralleeschober wrote:
Yeah been there done that they told me to come here.

@coralleeschober A couple questions:

Are you getting an error when entering your credit card details?
Are you getting an error when you are trying to port your number?

If #1 then insert your sim in your device and if it connects to PM then click here to register your selfserve account. If it, doesn't connect to the network then wait an hour and try the activation again.

If #2 and you are trying to port in your number from Koodo prepaid then just select a temp number and complete the activation. Once done, submit a ticket to PM with your Koodo account#, name on the account and phone number and ask them to complete the port.

To complete your port-in request, please open our chatbot via this link and type in “port request” to be put in touch with a Moderator.

Re: HELP

gblackma — Fri, 08 May 2020 16:40:52 GMT

@coralleeschober Try using this method to push through the changes and to confirm and reset the SIM sync to iTunes
1. Insert new working SIM - do not turn phone on (if SIM is already in, turn off)
2. Connect to computer with USB cable.
3. Start iTunes if it doesn't auto run
4. iPhone will switch on. Wait until iTunes registers it and checks for updates
5. Install the carrier profile update (if offered, if not, go to step 6)
6. Disconnect and restart. From @luddite.

If that doesn't work try a network reset.

to reset the network settings on my Apple iPhone

Touch Settings.
Touch General.
Scroll to and touch Reset.
Touch Reset Network Settings.
Touch Reset Network Settings.
The iPhone will reboot. Once it turns on, the default network settings will be restored.

Restart the phone. Once the phone works. Finish setting up your self service account. Welcome to PM. Stay safe.

Re: HELP

coralleeschober — Fri, 08 May 2020 16:37:24 GMT

Are you getting an error when entering your credit card details?

No saying invalid sim card#

Are you getting an error when you are trying to port your number? No new number not porting

To complete your port-in request, please open our chatbot via this link and type in “port request” to be put in touch with a Moderator.

Re: HELP

Jb456 — Fri, 08 May 2020 16:39:42 GMT

@coralleeschober

Thanks for replying.

So on the iPhone 6- does it say any type of message on your phone at all?

Is the phone unlocked? It might not be as they came out before the new rule that all phones ha e to be unlocked.

If this is the case you will have to contact the provider that you got the phone from be it Fido, Rogers, bell, etc . And request the unlock code...for iPhones..they send the unlock directly to your device. No actual code give that you type in. It's free.

Once they send the code you have to reboot the phone and see if it connects to public mobile. If it does not plug phone into iTunes and see if it finalizes the unlock.

Re: HELP

Jb456 — Fri, 08 May 2020 16:41:12 GMT

@coralleeschober also don't continue trying to register the sim card. It's already been registered since you were charged.

That is the reason it keeps telling you that it's invalid