topic Re: This is not going well in Get Support

This is not going well

wkowalski — Wed, 05 Jan 2022 15:43:31 GMT

The first card I was sent weeks ago didn't work. After an extremely challenging time finding support, I finally got through to someone via email who could help, and they sent me a replacement.

This new card says PREPAID SIM on the front, which I don't remember the first one saying, and it also says specifically to insert it into an unlocked phone. The phone is not unlocked and I was fairly sure that wasn't a requirement for using Public Mobile. I definitely don't remember the first card saying that, either.

Now when trying to sign into my account, my password doesn't work, and when I try to request a new one, I'm told my email address isn't valid. I had to create the account in order to buy the card. Why doesn't the system know who I am?

I could really use some guidance here from some patient soul. How can I get back into my account, and was I sent the right kind of sim card? Thanks.

Re: This is not going well

Triguy — Sat, 09 May 2020 17:39:01 GMT

PM plans are prepaid and you need an unlocked phone. To create an account you need to register yours sim https://activate.publicmobile.ca/

If you need assistance then message a moderator.

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

Re: This is not going well

gpixel — Sat, 09 May 2020 17:33:57 GMT

@wkowalski the account you made for purchasing a sim card is different then the account you need to register the sim card

Re: This is not going well

NDesai — Sat, 09 May 2020 17:36:09 GMT

@wkowalski wrote:
This new card says PREPAID SIM on the front, which I don't remember the first one saying, and it also says specifically to insert it into an unlocked phone. The phone is not unlocked and I was fairly sure that wasn't a requirement for using Public Mobile. I definitely don't remember the first card saying that, either.

Can you post a picture of this? You must have a phone that is unlocked or locked to Telus/Koodo to use with Public Mobile. If it is locked to another carrier, you will have to get it unlocked first.

@wkowalski wrote:
Now when trying to sign into my account, my password doesn't work, and when I try to request a new one, I'm told my email address isn't valid. I had to create the account in order to buy the card. Why doesn't the system know who I am?

Did you activate the old or the new sim card? Did you get a Welcome email from Public Mobile after activating?

Re: This is not going well

gblackma — Sat, 09 May 2020 17:39:02 GMT

@wkowalski the account created to buy the card was a temporary on. You will get a permanent one when you activate your SIM card. The SIM card is right. Once it's from Public Mobile. It's probably one of the new ones. Unless your phone is locked to Telus or Koodo. Then to get your phone unlocked, you have to contact your previous provider and ask them to do it. An unlocked phone is a requirement of PM.

Here's 4 articles on activation and porting and the Refer a friend reward if you need them:

1. What you require to activate https://www.publicmobile.ca/en/bc/get-help/articles/what-you-need-to-activate
2.How to activate https://www.publicmobile.ca/en/bc/get-help/articles/activation-account-set-up
3.How to port https://www.publicmobile.ca/en/bc/get-help/articles/choose-your-phone-number
4. Refer a friend https://www.publicmobile.ca/en/on/get-help/articles/the-refer-a-friend-reward

Note- if porting, an active account is required with your previous provider and you cannot port Koodo prepaid. Welcome to PM. Stay safe.

Re: This is not going well

wkowalski — Sat, 09 May 2020 17:38:40 GMT

I was never able to successfully activate the old card. I got an error message telling me the number was invalid when I tried to do so.

Re: This is not going well

NDesai — Sat, 09 May 2020 17:40:33 GMT

@wkowalski wrote:
I was never able to successfully activate the old card. I got an error message telling me the number was invalid when I tried to do so.

Use the new sim card to activate a line. Make sure to use private/incognito browsing mode to have better chance of successful activation.

Re: This is not going well

gpixel — Sat, 09 May 2020 17:40:26 GMT

@wkowalski this is probably why your email is invalid. because your email you used to register the old sim is in the system.

Re: This is not going well

gblackma — Sat, 09 May 2020 17:43:06 GMT

@wkowalski clear your browser history, go to private/ incognito mode and try again to activate with the old SIM. If it still doesn't work then use the new one.

When entering your debit/ credit card information:
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).

Re: This is not going well

geopublic — Sat, 09 May 2020 18:10:01 GMT

@wkowalski That is a common error that gets generated when during the activation the system errors out.

Who told you that the original card was bad? Did you purchase that card new?

If yes, then it's possible that the card was activated. Did you try the original card in your phone? Note that your phone must be unlocked if it's asking for a network unlock code.

Re: This is not going well

Naepalm — Sat, 09 May 2020 18:28:34 GMT

@wkowalski anytime you go to a new provider your phone must be unlocked from that provider. Although all phones after 2017 are unlocked. Because of CRTC rule changes. If you have an older phone it must be unlocked, that is not just a Public Mobile rule. That goes for any carrier, you can be locked to Bell and use the Rogers network.

If you are having some cumbersome issues I would highly suggest you seek help from a moderator.

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

Especially if you are already frustrated, they are kind and will help to the best of their ability.

Welcome to Public.

Re: This is not going well

Luddite — Sat, 09 May 2020 21:26:53 GMT

@wkowalski Please check your credit card for any charges from PM in addition to those for SIMs.

Re: This is not going well

kselmak — Sat, 09 May 2020 21:01:42 GMT

@wkowalski

You absolutely need an unlocked phone, if the phone is locked out will only allow you connection to your old service or their family (eg: Rogers/Fido/chatr/711)

You can go to a koodo it Telus store to test your sim but to use it with your phone you will need to take to previous provider

Re: This is not going well

kselmak — Sat, 09 May 2020 21:05:22 GMT

@wkowalski

@Luddite is right

If you card was charged that means your sim is activated. On that case you only need to create your selfserve with the email you used for activation.

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

Testy your old sim in Telus/koodo/pm phone, it may be working just fine