topic Re: New activation failed, now SIM invalid/escalating issues to moderators in Get Support

New activation failed, now SIM invalid/escalating issues to moderators

worksitedepot — Wed, 05 Jan 2022 16:48:37 GMT

Hello.

Last night I attempted activating a new SIM online. I went through the new activation process, put in my new SIM, filled out all necessary information, picked my $25plan, chose a phone number, and finally entered my $40 voucher as payment. It hung at the processing stage for quite some time, before finally telling me that the activation was not successful and to try again.

Now when I try again, its telling me my SIM is invalid. I am aslo worried about what happened to my $40 voucher I had entered in the glitchy activation process, since it gave an error. Can anyone give some insight? I was planning on using this phone for business and needed it activated asap, but so far my PM experience hasn't been great. I tried to escalate this in the get help section, and the form to fill out said you have to verify yourself first by either entering your PIN, or entering 3 of the personal information fields. I obviously dont have a PIN (since this is a new activation, and it gave my an error the first try), So I took the other option and filled out the 3 fields of personal info (name, address, email). Again, I could not obviously fill out the other fields (phone number etc) because I dont have that info yet, because the activation failed.

If someone can shed some light on this Id really appreciate it. I definitely want to give PM a try after reading reviews, but as of now Im a frustrated new client.

Thanks guys

Re: New activation failed, now SIM invalid/escalating issues to moderators

kselmak — Tue, 23 Jun 2020 17:17:27 GMT

Test your sim

If it didn't work then it's locked wait an hour.

You can also get some love assistance here

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

Re: New activation failed, now SIM invalid/escalating issues to moderators

worksitedepot — Tue, 23 Jun 2020 17:19:38 GMT

I attempted the activation last night. waited an hour, tried again didnt work. Tried again on different browsers this morning, still saying invalid.

Re: New activation failed, now SIM invalid/escalating issues to moderators

hairbag1 — Tue, 23 Jun 2020 17:19:59 GMT

@worksitedepot...~~try using a different web browser..I use Firefox and it seems to be fine~~.

Clear your cache files and try using incognito mode or Private mode.

Let us know if anything works.

Re: New activation failed, now SIM invalid/escalating issues to moderators

Naepalm — Tue, 23 Jun 2020 17:20:21 GMT

@worksitedepot

You can contact the moderators here to make sure you get your service up and running,

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

Re: New activation failed, now SIM invalid/escalating issues to moderators

worksitedepot — Tue, 23 Jun 2020 17:21:11 GMT

Yeah boss tried that too. Got that tip from some of the other threads. Tried firefox, internet explorer and chrome. Nothing.

Do you have to wait an hour each time when trying new browsers?

Re: New activation failed, now SIM invalid/escalating issues to moderators

worksitedepot — Tue, 23 Jun 2020 17:22:11 GMT

Thanks. Generally how long do they take?

Re: New activation failed, now SIM invalid/escalating issues to moderators

zblackma — Tue, 23 Jun 2020 17:24:10 GMT

@worksitedepot it looks like your account was created. What happens when you place the sim in the phone and try to log into your self service account? If it doesn't work, contact he moderators. Welcome to Public Mobile.

Re: New activation failed, now SIM invalid/escalating issues to moderators

will13am — Tue, 23 Jun 2020 17:25:49 GMT

@worksitedepot wrote:
Thanks. Generally how long do they take?

Based on my recent experiences, moderator team response time is within an hour or two. The response time is workload dependent and so it can vary.

Re: New activation failed, now SIM invalid/escalating issues to moderators

zblackma — Tue, 23 Jun 2020 17:26:23 GMT

@worksitedepot the moderator response time is anywhere up to 48 hours. They recently have averaged around 2 to 4 hours.

Re: New activation failed, now SIM invalid/escalating issues to moderators

kselmak — Tue, 23 Jun 2020 17:26:54 GMT

@worksitedepot

Did you try using the phone?

Re: New activation failed, now SIM invalid/escalating issues to moderators

geopublic — Tue, 23 Jun 2020 17:27:44 GMT

@worksitedepot wrote:
I attempted the activation last night. waited an hour, tried again didnt work. Tried again on different browsers this morning, still saying invalid.

@worksitedepot If that is the case then your account is activated (or partially activated). Did you try the sim card in your device? If yes, does it connect to the Public Mobile network? If yes, what happens when you dial 611?

Did you try to access your selfserve account

https://selfserve.publicmobile.ca

If your card connects to the PM network then click here to register your selfserve account.

Re: New activation failed, now SIM invalid/escalating issues to moderators

buang99 — Tue, 23 Jun 2020 17:30:52 GMT

You might have successfully activated your account. Try signing in to your my account with the credentials you entered. If it fails try forget password with your email to reset your password then try signing in again.

Re: New activation failed, now SIM invalid/escalating issues to moderators

worksitedepot — Tue, 23 Jun 2020 18:20:26 GMT

Thanks for everyone's help. Mod replied back. Seems as though the activation went though. I am using a Blackberry Z30, which shows as a compatible phone on the list, yet it won't recognize the sim on the Z30. When i popped the sim into my samsung s5, it works. Not sure why the blackberry isn't working.

Re: New activation failed, now SIM invalid/escalating issues to moderators

gpixel — Tue, 23 Jun 2020 18:35:20 GMT

@worksitedepot what does it say in your notification bar? no service? maybe the blackberry is locked... try changing the preferred network type to 3g I don't think the z30 supports publics LTE frequencies

Re: New activation failed, now SIM invalid/escalating issues to moderators

Luddite — Tue, 23 Jun 2020 18:45:48 GMT

@worksitedepot Try setting the network to 3g instead of auto/LTE. LTE is a bit hit & miss for those phones but 3g is fine and necessary anyway for calls. Texting and data work on the 3g network.

What is the exact message on the Blackberry when you reboot with the PM SIM installed?

Re: New activation failed, now SIM invalid/escalating issues to moderators

worksitedepot — Tue, 23 Jun 2020 19:11:01 GMT

Thanks for your help.

So i think i figured out the issue.It wont even recognize that a sim card is in there. I popped an active chatr sim card in and it still says theres no sim in the phone. So basically the phone isnt reading any SIM. sucks, cause i was intending on using the berry with PM as a second line strictly for talk and text. Now i need to grab a new phone 😫

Thanks for the help