topic Re: sim is not activating in Get Support

sim is not activating

Azharmuhammad — Thu, 06 Jan 2022 07:11:47 GMT

Hi there,

I was trying to activate my sim but its not going through. I saw this message :

Oops! Looks like something went wrong when activating your account.

Please start a conversation with our virtual assistant to create a troubleshooting ticket, and the next available Public Mobile Moderator can assist you in your activation via private messaging.

Note that you will need to create a Public Mobile Community Account to submit a ticket

For more information about Public Mobile support and how it works, click here

Error Code: 831,820

I was using telus services for my cell. I want my public sim to be activated with my previous cell phone number : xxxxxxxxxxxxx. I chosen $25 plan and also put my credit card info but seems like your application crashed.

Please help me out in this issue asap.

Thanks,

Azhar

edited by computergeek541: phone number removed

Re: sim is not activating

computergeek541 — Mon, 31 May 2021 01:28:34 GMT

@Azharmuhammad wrote:
I was trying to activate my sim but its not going through. I saw this message :

Oops! Looks like something went wrong when activating your account.
Please start a conversation with our virtual assistant to create a troubleshooting ticket, and the next available Public Mobile Moderator can assist you in your activation via private messaging.
Note that you will need to create a Public Mobile Community Account to submit a ticket
For more information about Public Mobile support and how it works, click here

Error Code: 831,820

I was using telus services for my cell. I want my public sim to be activated with my previous cell phone number : xxxxxxxxxxxxx. I chosen $25 plan and also put my credit card info but seems like your application crashed.

I would suggest following the steps provided to you in the error message to contact the moderators. I would also check if your credit card was charged. If your credit card was not charged, you can try to activation procedure again.

Re: sim is not activating

Azharmuhammad — Sun, 30 May 2021 20:40:25 GMT

can you help me to active it. i think moderators is automatic robotic reply. I need you find the quick solution please. Thanks and kind regards, Azhar

If moderator is not automatic then how to contact them and how long its gonna take to fix the issue. thanks

Re: sim is not activating

softech — Sun, 30 May 2021 20:43:32 GMT

@Azharmuhammad Check your credit card. It is very possible that the account was in fact activated on the backend and just that the front end was having error returning the result

Also, try to put your SIM into the phone, power it up and see if it connected to PM. Also try to see if you can make outgoing calls.

Let us know if you can make outgoing calls, if so, you can then focus on checking if porting completed.

Re: sim is not activating

hTideGnow — Sun, 30 May 2021 20:45:45 GMT

@Azharmuhammad wrote:
can you help me to active it. i think moderators is automatic robotic reply. I need you find the quick solution please. Thanks and kind regards, Azhar

If moderator is not automatic then how to contact them and how long its gonna take to fix the issue. thanks

To open a ticket with mod, click on the Bubble or directly at : https://publicmobile.ca/chatbot
Enter your question in SIMon. Follow the prompts until you reach the Contact Us button,

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: sim is not activating

Azharmuhammad — Sun, 30 May 2021 21:25:47 GMT

I tried it again.

Now credit charged/billed then tried to call out but its not working and says not registered network. please help me thanks.

and activate this number : xxxxxxxxxxxxxxxx

this number is switched from TELUS to Public mobile.

Kind regards,

Azhar

edited by computergeek541: phone number removed

Re: sim is not activating

computergeek541 — Mon, 31 May 2021 01:29:31 GMT

@Azharmuhammad wrote:
I tried it again.

Now credit charged/billed then tried to call out but its not working and says not registered network. please help me thanks.

and activate this number : xxxxxxxxxxxxxxxx
this number is switched from TELUS to Public mobile.

Please do not post your phone number here. The people you have been talking to are customers and cannot complete number porting for you.

Re: sim is not activating

Azharmuhammad — Sun, 30 May 2021 21:31:25 GMT

ok, how long its gonna take to active this sim. please.

Public mobile taken money from Credit card but their sim still not active.

" Not registered on network"

what i suppose to do now

Re: sim is not activating

darlicious — Sun, 30 May 2021 21:31:53 GMT

@Azharmuhammad

Now you have to contact the moderators because your sim card did not provision correctly during activation. Contact them as previously provided. Keep an eye on your private message box the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a message from the moderators.Responding promptly will speed up response times. Lately response times have been within an hour or so.....

Re: sim is not activating

Dunkman — Sun, 30 May 2021 21:32:24 GMT

@Azharmuhammad

If you got charged, try rebooting your phone with the PM SIM card. Or you also can try network reset on phone.

It might take up to 1-2 hours for porting to be completed, but you should be able to dial and text out. Is your Telus SIM card working?

Re: sim is not activating

Anonymous — Sun, 30 May 2021 21:57:33 GMT

Only one way to you fix it explanation to moderator them nice Team and nice service the will 100% help you

you have to Submit a ticket to a moderator.

Here’s when and how to contact the Moderator Team:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
or you can send a private message to Moderator_Team by Click here. You’ll need to be logged in to your Community account for the link to work.

In your message put it, please include.
your account number,
your phone number,
your account PIN,
explanation to them nice Team and nice service

Good Luck

Re: sim is not activating

Azharmuhammad — Sun, 30 May 2021 21:47:31 GMT

TELUS sim is still working and Public sim is not working.

I cannot dial and text anything at moment by using public mobile 😞

Re: sim is not activating

darlicious — Sun, 30 May 2021 22:08:22 GMT

@Anonymous

No offense but the first half of your post will not help the OP but just waste their time....they must contact the moderators to finsh setting up the account and provision the sim card. I think that when you are getting comments by other members ( some much less polite than others) is that they only want you to consider whether the info you post is helpful or unnecessary. If its the latter then it can either complicate matters or further frustrate the situation. So a catch all copy and post can be annoying.....just reconsider your reply before you hit post and edit out what is not needed....we are all still learning so we only ask that you try to learn what you should include in your reply and what shouldn't.

Re: sim is not activating

computergeek541 — Sun, 30 May 2021 21:47:52 GMT

@Anonymous

APN settings are not needed for phone calls or text messaging and aren't related to network registration.

While current iPhone models do need correct APN settings to be able to use mobile data for Aple device activation without needong to connect the phone to computer, these settings are usually automatically set. Also, iTunes could be used instead for iPhone device activation. As for Android devices, making APN setting changes cannot help with this situation.

Re: sim is not activating

softech — Sun, 30 May 2021 21:48:10 GMT

@Azharmuhammad have you open a ticket with mod yet?

Re: sim is not activating

Azharmuhammad — Sun, 30 May 2021 21:49:04 GMT

how to open the ticket with mod

Re: sim is not activating

softech — Sun, 30 May 2021 21:50:02 GMT

@Azharmuhammad

contact the moderator to sort the situations

1. For faster response (2 to 48 hours), Click on the bubble in the lower right corner and request moderator assistance, or you can also use this direct link instead https://publicmobile.ca/chatbot , then type "Submit a ticket", select Account-specific issue, then select I need a human now. Follow the prompts to submit a ticket.

2. Or you can Send a private message to the moderator here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: sim is not activating

Spudster — Sun, 30 May 2021 22:03:57 GMT

@Azharmuhammad

Just a couple of reminders so you understand how things work with porting.

In order to successfully port your number from another Wireless Service Provider, you need to KEEP the old SIM in your device to respond to the port authorization request from TELUS so you can 'move' your number to Public Mobile.

Once you respond to that text, THEN place your activated Public Mobile SIM card back in your device and reboot the device, and you then should be good to go.

If the port failed, try these options:

To re-initiate the port, click here: https://urlshortner.tiia.ai/Lc9xk8

-OR-

I will private message you the toll-free phone number to help with porting.

Hopefully, if your device can't make outgoing calls, you may be able to use someone else's phone to call this number to assist with what may be a failed port.

To check your private messages, look at the envelope icon between your avatar and the bell icon on the upper right.

Re: sim is not activating

darlicious — Sun, 30 May 2021 22:02:30 GMT

@Azharmuhammad

You can contact the moderators by clicking on the chat bubble at the bottom right corner of your screen. Type sim card did not activate and human and follow the prompts to submit your ticket.

Send a private message... Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

Full name and address on pm account. ( Or province and postal code for newer accounts.)
Email, phone # and pin #.
Telus account #.
Full name on the telus acct.

If you cannot remember your pin # include at least three ( if they apply)of the following:

Date of birth (n/a on newer accounts.)
Last payment, date, amount, type and last 4 digits.
Alternate phone number if any.
Security question and answer.
Plan amount, any add ons or promos on account.
Last 4 digits of sim card.
Any rewards in your account.
Autopay y/n?
Account #.
Frequently called/texted phone numbers in the last 30 days.

Keep your telus sim card in your phone until you recieve the porting authorization text and reply YES within 90 minutes of recieving it. You can then remove the telus sim and insert the pm sim card. Make sure your phone is powered off when you do this. The porting should omly take a few minutes but up to 2 hours. Once you can recieve incoming calling your telus service is cancelled and your port is complete.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

To send a private message to the moderators click below: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: sim is not activating

darlicious — Sun, 30 May 2021 22:06:33 GMT

@Spudster

The OP should not contact the telus porting department atm because they must get their account properly set up and sim provisioned correctly. Then the telus number can be ported in....which the moderators can do for him since they will already be providing support.