topic Re: Activation failure in Get Support

Activation failure

Matoot — Thu, 06 Jan 2022 06:52:50 GMT

Hello. I recently tried to activate a new pm account and on the final page of verification the site froze and did not complete. I tried logging in using my credentials but it doesn't recognize my email address. I also tried to activate for a second time but it now says my sim card is invalid. I also contacted koodo( I was porting from them) they confirmed my number has been ported to pm. Both my koodo sim and pm sim have no service so I can't even register for self serve since it wants to send me a text code. I have no clue what to do now. Help please.

Re: Activation failure

BlueB — Fri, 23 Apr 2021 00:54:22 GMT

It sounds like you've stepped through all the right steps and even tried troubleshooting! 🙂

If your SIM card says invalid and you've talked with the porting folks, perhaps you can reach out to a Public Mobile moderator (staff) who can look into your account/SIM card/etc. To do this, you can open a ticket through the SIMon chatbot (click on the chat bubble, lower-right corner of your screen) or send a message directly to them at:

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

They'll be look into the details of the SIM, your account, etc and will likely ask you for some information to authenticate you.

Curious... what brought you to Public Mobile from Koodo?

Goodluck! 🙂

Re: Activation failure

BKNS27 — Fri, 23 Apr 2021 01:05:21 GMT

@Matoot

I would suggest you contact a moderator by clicking on the SIMon chat button and ask to contact a moderator to complete your porting problem.

Did you leave the old Koodo SIM in the phone and confirmed that you are porting over to PM?

Re: Activation failure

darlicious — Fri, 23 Apr 2021 01:11:02 GMT

@Matoot

Check your credit card to see if its been charged. If it has then contact the moderators to complete the set up of your account and service. If you have responded YES to the porting text then your port should still complete but the moderator can also ensure it will complete and instruct you if there is anything further you will need to do. Moderators are still working for about another hour so submitting a ticket sooner would be much better than later so they can hopefully sort you out tonight.

Re: Activation failure

Matoot — Fri, 23 Apr 2021 01:12:06 GMT

Public had a cheaper and more suitable plan for me. 😉

Re: Activation failure

darlicious — Fri, 23 Apr 2021 01:14:30 GMT

@Matoot

Yeah they do! Welcome to public mobile. An incomplete account activation happens....the moderators can sort you out quite quickly.

Re: Activation failure

Matoot — Fri, 23 Apr 2021 01:18:36 GMT

Thank you all. I've sent a message to the moderators.

Re: Activation failure

RosieR — Fri, 23 Apr 2021 19:22:21 GMT

@Matoot wrote:
Thank you all. I've sent a message to the moderators.

Hi @Matoot if by now, you have not heard from the moderators, please call the porting team number which I just sent you by private message. Check the envelope icon on top right of the page.

Good luck

RosieR

Re: Activation failure

darlicious — Fri, 23 Apr 2021 19:26:46 GMT

@Matoot

Don't waste the porting department's or your time.....they can not help you. As you have stated that koodo has confirmed your number has been ported successfully. Your issue is your account did not set up correctly. Only moderators can fix this issue as the porting department does not have access to your account.

Re: Activation failure

RosieR — Fri, 23 Apr 2021 19:45:39 GMT

@RosieR wrote:
@Matoot wrote:
Thank you all. I've sent a message to the moderators.
Hi @Matoot if by now, you have not heard from the moderators, please call the porting team number which I just sent you by private message. Check the envelope icon on top right of the page.

Good luck

RosieR

Hi @Matoot call the porting number I sent you to make sure it is not a porting issue. All of us here in the forums are just fellow customers. But the porting number is a direct number to the porting team which are Telus/Public Mobile employees and as such they will be able to tell you right away if it is indeed a porting issue or not.

Please keep us updated

RosieR

Re: Activation failure

darlicious — Fri, 23 Apr 2021 20:33:45 GMT

Sorry @RosieR but you have forced me to tag you.... the OP has clearly stated in their original post:

Hello. I recently tried to activate a new pm account and on the final page of verification the site froze and did not complete. I tried logging in using my credentials but it doesn't recognize my email address. I also tried to activate for a second time but it now says my sim card is invalid. I also contacted koodo( I was porting from them) they confirmed my number has been ported to pm. Both my koodo sim and pm sim have no service so I can't even register for self serve since it wants to send me a text code. I have no clue what to do now. Help please.

@RosieR

You have stated:

Hi @Matoot call the porting number I sent you to make sure it is not a porting issue. All of us here in the forums are just fellow customers. But the porting number is a direct number to the porting team which are Telus/Public Mobile employees and as such they will be able to tell you right away if it is indeed a porting issue or not.

The telus porting department are Telus employees only they do not have any access to public mobile's customers accounts they cannot help in this situation and this is the reason why the phone number should not be given out when it is not a porting issue as it wastes their time when they can be helping customers that have actual porting issues.

But I know I am only a fellow customer so you can wait for any one of the following oracles to take time out of their busy days to confirm for you that the information I have provided is indeed correct. Of course they are only customers like ourselves but with a few more years under their belt in the community so you can trust them to advise you correctly unless you want confirmation from a pm manager like Melinda_H.

@computergeek541 @Luddite @ShawnC13 @Dunkman @Lieux @NDesai @mimmo @will13am @popping can inform @RosieR whether or not I am correct. Sorry to have wasted your time but I am only trying to fufill what has been requested of me by my fellow member.

Re: Activation failure

Anonymous — Fri, 23 Apr 2021 20:43:04 GMT

@darlicious : I don't think you need to go to such an extent. We can all provide input as to whether or not someones post is correct or relevant. As you said...we're all customers...and regulars would like the information offered to be correct for the sake of all other customers and lurkers. The Oracles are _not_ the be all end all.

Re: Activation failure

darlicious — Fri, 23 Apr 2021 20:52:09 GMT

@Anonymous

No they are not but I am not the one insisting on corrections of misinformation to only be done by oracles.

Re: Activation failure

Anonymous — Fri, 23 Apr 2021 20:55:42 GMT

@darlicious : Then whoever is is being of an authoritarian bent relying on some authority rather than also the crowd-sourced support system on offer here. This is not science or the ones with the guns where their authority should be followed (agreeably or not).

Re: Activation failure

mimmo — Fri, 23 Apr 2021 21:02:06 GMT

I'll jump in 🙂

since the activation failed during set-up then there is an account setup issue. = mods need to be contacted, telus porting team can not do anything as there is no account to port into.

@Matoot when contacting the mods include your pm sim card number and your koodo info tel number and account number). y

I though these type of issues were supposed to be fixed with teh new activation portal @Alan_K tagging you because you helped develop the new portal

Re: Activation failure

Luddite — Fri, 23 Apr 2021 21:21:19 GMT

@Anonymous wrote:
@darlicious : I don't think you need to go to such an extent. We can all provide input as to whether or not someones post is correct or relevant. As you said...we're all customers...and regulars would like the information offered to be correct for the sake of all other customers and lurkers. The Oracles are _not_ the be all end all.

Are you sure? Stay tuned, I'll be in touch to sort it out.

Protection from SIMon's bad vibes

Re: Activation failure

Anonymous — Fri, 23 Apr 2021 21:25:36 GMT

@Luddite

This is the one of yours I like.

Re: Activation failure

darlicious — Fri, 23 Apr 2021 21:31:14 GMT

@Anonymous

I'm pretty sure thats @Lieux .

Re: Activation failure

Anonymous — Fri, 23 Apr 2021 21:40:47 GMT

@darlicious : Maybe. But I found it in Luddite's image library.

Re: Activation failure

Matoot — Fri, 23 Apr 2021 23:21:08 GMT

Thank you all again for your help. My issue has been resolved!