topic Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift! in Get Support

waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

sjl — Tue, 04 Jan 2022 18:23:56 GMT

It appears that when I tried to set up an account for my daughter with PM, all went well (including inputting the SIM card number) until the very end of the registration process when we were bumped out. Over the next few days I noticed that my Visa was billed and then Bell disconnected her phone a few days later. She has no account established with PM because every day I try, the computer says "SIM card invalid". Since she has no more service with Bell, I even tried putting in the PM SIM card into her phone but that did nothing. My best guess is that a partial account was completed but went into the void.

Although we are paying for a service, we are getting nothing. Also, I have not received any response on this issue, despite waiting patiently since November 23rd.

I bought my daughter a new phone for Christmas (which because of the price is her only gift) but without service that gift is useless. Can you tell I'm starting to panic?

I have already left messages for Jeremy and Shanzya and messaged the "get help" section. I can't open an account for my daughter to email you, so I have been using my own account to reach you.

Please Santa PM, Please please help!

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

Rockdaddy22 — Mon, 12 Dec 2016 19:36:29 GMT

@Shazia_K could you please take a look at this case b

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

imcphers — Mon, 12 Dec 2016 19:36:49 GMT

Couple of suggestions.

You could try this sequence of steps and see if that gets you back into your account:

http://productioncommunity.publicmobile.ca/t5/Discussions/HERE-IS-THE-FIX-EVERYONE-IS-WAITING-FOR/m-p/106796

If not - send in a private message:

http://productioncommunity.publicmobile.ca/t5/Announcements/Information-required-before-sending-a-message/m-p/85858

@Shazia_K

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

sjl — Mon, 12 Dec 2016 20:00:36 GMT

Thank you Shazia, but because the phone has no service from PM nor from Bell, the phone cannot receive a code via text to enable an account.

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

sjl — Mon, 12 Dec 2016 20:02:58 GMT

And I did leave multiple messages with the required information - I started doing that as of November 23rd.

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

Shazia_K — Mon, 12 Dec 2016 20:08:33 GMT

Hello @sjl,

I'm very sorry to hear about this,

I see that everything is active on our end, the number has been transferred.

Can you please test the SIM card in another unlocked phone? I think you got a defective sim there.

Please let me know so I can ship you a new one.

Thanks

Shazia

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

Luddite — Mon, 12 Dec 2016 21:29:21 GMT

@sjl If you are near Mississauga private message me; I have a spare SIM.

What is make/model of her phone? Where did you buy it? Perhaps it is not unlocked.

IPhone checklist:

https://support.apple.com/en-us/HT201420

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

Rockdaddy22 — Mon, 12 Dec 2016 20:25:11 GMT

Or barrie ON

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

sjl — Mon, 12 Dec 2016 20:25:13 GMT

The telephone number in this account is working. It's the telephone number in my daughter's account that doesn't work (her SIM card). The account I can't set up. And I don't want to leave her number on this public post. Can you check your inbox from this afternoon under my account?

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

sjl — Mon, 12 Dec 2016 20:26:13 GMT

thank you so much, but I'm about 4 hours north of you. And we are using her current phone - the new one is a santa gift (wrapped up).

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

sjl — Mon, 12 Dec 2016 20:26:52 GMT

sorry, Sudbury!

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

Rockdaddy22 — Mon, 12 Dec 2016 20:28:09 GMT

I'm coming up there Christmas Eve, if you don't have a sim by then, contact me via private message.

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

sjl — Mon, 12 Dec 2016 20:34:38 GMT

thank you but we will be in Hearst by then. And I need the SIM directly from PM to get the promotion plan. 😞

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

Shazia_K — Mon, 12 Dec 2016 20:38:54 GMT

Hello @sjl,

The account is already created with the promo plan don't worry! you just need the SIM card, we will only change the SIM card in your account.

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

sjl — Mon, 12 Dec 2016 20:41:50 GMT

how do I get a new SIM card mailed to me for free?

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

Shazia_K — Mon, 12 Dec 2016 20:44:19 GMT

@sjl,

Send me your full name, complete mailing address and email by replying to my private message 🙂

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

sjl — Mon, 12 Dec 2016 20:45:21 GMT

sorry to bug but this is so new to me. The account you are referring to/working - is it for Amelia number xxx-x23-xxxx (that's the one with the problems).

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

Rockdaddy22 — Mon, 12 Dec 2016 20:46:45 GMT

@Shazia_K can you confirm that please

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

Shazia_K — Mon, 12 Dec 2016 20:49:12 GMT

@sjl

Sim card ending by 9797 and phone number ******2*53 for Suzanne right? I assure you all is active and promo plan is active 😉

Re: waiting since November 23rd for response...need this resolved before Christmas - it's a gift!

sjl — Mon, 12 Dec 2016 20:53:14 GMT

yes, that is the right SIM!! Thank you SOOO much for taking care of this! (sending a virtual hug!).