topic Re: Help my public moblie sim won't work in Get Support

Help my public moblie sim won't work

natashanw — Thu, 06 Jan 2022 06:33:29 GMT

Hi, I recently tried to transfer my old virgin mobile number to public mobile. It didn't work, and I didn't have the option to set up a PIN code so i can't call anyone for help. how can I set up a PIN? my account is active but I can't use the service.

Re: Help my public moblie sim won't work

HALIMACS — Wed, 24 Mar 2021 21:47:11 GMT

You'll need to contact a Moderator to do this:

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Help my public moblie sim won't work

HALIMACS — Wed, 24 Mar 2021 21:50:47 GMT

Also, @natashanw , if you need information on porting your number to Public Mobile, here's the information article:

https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

Re: Help my public moblie sim won't work

BKNS27 — Wed, 24 Mar 2021 23:50:59 GMT

@natashanw

You will need to contact the PM moderator through SIMon chat bubble and ask to contact the moderator.

Re: Help my public moblie sim won't work

computergeek541 — Wed, 24 Mar 2021 23:58:21 GMT

@natashanw

If you activated at a store, insert your Public Mobile SIM card to get your Public Mobile account PIN.. if you performed an online actibation, you would have been forced to pick a customized PIN.

Re: Help my public moblie sim won't work

natashanw — Mon, 29 Mar 2021 17:55:36 GMT

I've already spoken to a moderator at Telus twice and both times I was told they couldn't help without access to my pin code. the problem is I didn't get or set up a pin code at the start. I was informed by my previous provider (virgin mobile) that the number was transferred. how do i get or set up a new pin?

Re: Help my public moblie sim won't work

Anonymous — Mon, 29 Mar 2021 18:01:29 GMT

@natashanw : Did you insert your PM SIM? Did you activate yourself or in a store? Is your phone unlocked? Do you get a message when you restart your phone after SIM insertion?

Re: Help my public moblie sim won't work

natashanw — Mon, 29 Mar 2021 19:31:33 GMT

I inserted the PM sim in to my unblocked after i got the confirmation from virgin moblie that the number had been transferred to PM. I get a message saying mobile network not available.

Re: Help my public moblie sim won't work

natashanw — Mon, 29 Mar 2021 19:32:52 GMT

forgot to mention I activated it myself not instore

Re: Help my public moblie sim won't work

dabr — Mon, 29 Mar 2021 19:34:43 GMT

@natashanw wrote:
I inserted the PM sim in to my unblocked after i got the confirmation from virgin moblie that the number had been transferred to PM. I get a message saying mobile network not available.

@natashanw Have you rebooted the phone/or toggled airplane mode on/off? You may need to do a network reset too.

Re: Help my public moblie sim won't work

Anonymous — Mon, 29 Mar 2021 19:36:37 GMT

@natashanw : Then you would have made the PIN yourself during the activation. Can you check which mobile network you're attached to? Maybe you set to Virgin manually. Set it to auto and it will pick up the network belonging to the SIM...PM. Or do it manually for here too.

Re: Help my public moblie sim won't work

natashanw — Mon, 29 Mar 2021 19:56:14 GMT

i reinserted to virgin mobile sim to double-check it was no longer active and it's has. i put to PM sim back in and rebooted the phone and reset the network. now it says "No SIM card-No service" the strange thing is I was never asked to set up a pin code.

Re: Help my public moblie sim won't work

Anonymous — Mon, 29 Mar 2021 20:06:52 GMT

@natashanw : The box to enter your own PIN code was on both the old activation form and the new one. So it's a bit of a mystery as to why you didn't set up a PIN. You don't when you activate in a store though.

Is your phone dual-SIM? If so try the other spot. Did you check which network you're connecting to?

Re: Help my public moblie sim won't work

dabr — Mon, 29 Mar 2021 20:11:47 GMT

@natashanw wrote:
i reinserted to virgin mobile sim to double-check it was no longer active and it's has. i put to PM sim back in and rebooted the phone and reset the network. now it says "No SIM card-No service" the strange thing is I was never asked to set up a pin code.

@natashanw You may need to contact moderators again to see why you're unable to connect to Public Mobile. Use the links already provided to submit a ticket. Good luck!

Re: Help my public moblie sim won't work

RosieR — Mon, 29 Mar 2021 20:14:27 GMT

@natashanw wrote:
forgot to mention I activated it myself not instore

Hi @natashanw your activation failed. If you activated your sim card using the Activation Portal, you would not have be able to advance to page 2 without creating a 4-digit PIN number, as shown by image below

Since you had chosen an Accepted Solution by contacting the moderators, expect a reply within 2 - 48 hours (much faster reply recently). Keep an eye on the envelope icon to top right for a number to pop up.... that would be the moderator's reply.

In the meantime, please go the Activation Portal and try to register your Public Mobile sim card. If it takes the sim card number, then your sim card was never activated. Continue filling out the page and you will be able to create your 4-digit PIN#

Please keep us posted. thanks in advance

RosieR

Re: Help my public moblie sim won't work

Anonymous — Mon, 29 Mar 2021 20:18:03 GMT

@RosieR : How would the number have transferred?

Re: Help my public moblie sim won't work

RosieR — Mon, 29 Mar 2021 20:26:21 GMT

@Anonymous the OP could not have possibly transferred the number to Public Mobile.

OP said she's been talking to Telus reps, why Telus?

I've already spoken to a moderator at Telus twice and both times I was told they couldn't help without access to my pin code. the problem is I didn't get or set up a pin code at the start. I was informed by my previous provider (virgin mobile) that the number was transferred. how do i get or set up a new pin?

Maybe her number was transferred to telus?

RosieR

Re: Help my public moblie sim won't work

Anonymous — Mon, 29 Mar 2021 20:28:51 GMT

@RosieR : A valid theory. I was liking your failed activation theory but then remembered she said something about Virgin saying it was done. Maybe she spoke to the porting department??

Re: Help my public moblie sim won't work

RosieR — Mon, 29 Mar 2021 20:39:42 GMT

@Anonymous why would she contact Telus for Public Mobile service issue?

How did she hear of Public Mobile? Did she go to the Public Mobile "Get help" page. If she did, it would say

Contact us if you have an issue with your service

If you have an issue with your service, we’ll always strive to resolve it. You can submit a ticket to our team to let them know you're having a problem. If you have tried to resolve an issue without success you can take a look at further options.

Unless the OP has been hanging around the forums and got the Telus Porting Number from one of the posts, I don't know why a customer would get in touch with Telus directly.

What do you think?

RosieR

Re: Help my public moblie sim won't work

Anonymous — Mon, 29 Mar 2021 20:43:45 GMT

@RosieR : All valid thoughts. Then what's she doing here at all? I await further evidence.