topic Re: General Issues in Get Support

General Issues

jesjesz281 — Thu, 06 Jan 2022 07:23:14 GMT

I tried to activate my sim card last week and I received error messages saying that they were unable to activate it and transfer over my phone number. I got pretty busy so I didn't continue trying the services again until today when I checked my credit card balance and saw that I got charged for the $15.00 plan that I chose twice despite my sim card still reading as inactive. I tried it in my phone to see if it did work after all but I still don't have service. I did submit a ticket to see if I could get this resolved, but I was wondering if anyone had tips in the meantime.

Re: General Issues

HALIMACS — Fri, 26 Mar 2021 23:17:58 GMT

@jesjesz281

You could try reinserting the card, rebooting device, reset network settings.

Other than that, best bet would be to wait for moderators to respond.

Make sure your ticket for moderator assistance is in your "sent" box of your community private mailbox.

Re: General Issues

Spudster — Fri, 26 Mar 2021 23:26:08 GMT

@jesjesz281

Did you get the verification text from old provider to approve the port to public mobile?

If not, do you still have full services with your other provider?

See this article all about porting numbers from one provider to another:

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

Re: General Issues

esjliv — Fri, 26 Mar 2021 23:27:39 GMT

@jesjesz281 wrote:
I tried to activate my sim card last week and I received error messages saying that they were unable to activate it and transfer over my phone number. I got pretty busy so I didn't continue trying the services again until today when I checked my credit card balance and saw that I got charged for the $15.00 plan that I chose twice despite my sim card still reading as inactive. I tried it in my phone to see if it did work after all but I still don't have service. I did submit a ticket to see if I could get this resolved, but I was wondering if anyone had tips in the meantime.

@jesjesz281

Insert your SIM into a compatible Public Mobile phone and see if you have services.

With the SIM card inserted, REBOOT your phone, then go into airplane mode for a few minutes then back to regular mode.

Any calling, texting, data services working?

IF nothing is working contact the Moderators (since you got charged).

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 - Faster Method - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower Method - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: General Issues

jesjesz281 — Fri, 26 Mar 2021 23:29:42 GMT

I didn't receive a text from my current provider, my plan with them is still active since I was going to cancel it once my sim card from public was activated

Re: General Issues

Spudster — Fri, 26 Mar 2021 23:35:50 GMT

@jesjesz281

Please DON'T cancel plan with original provider.

If you do, they won't be able to port your number over (unless you're going to choose a new number)

Re: General Issues

mimmo — Fri, 26 Mar 2021 23:36:15 GMT

@jesjesz281 you have done things correctly, only mods can help. It might be worth taking a screenshot of your credit card statement to show mods when they reply.

Re: General Issues

HALIMACS — Fri, 26 Mar 2021 23:45:04 GMT

@jesjesz281 wrote:
I didn't receive a text from my current provider, my plan with them is still active since I was going to cancel it once my sim card from public was activated

When you activated with Public Mobile, did you choose to port your number from your existing provider, or allow Public Mobile to select a new phone number?

If you chose a new number, then once the Moderators get your account up and running, you can decide to port your prior provider number over to Public Mobile when you're ready to finalize that service. (note, you will also need Moderator assistance for this process as well)

Once the porting is completed, the service with the prior provider will automatically finalize so you won't have to worry about it needing to be canceled.

Re: General Issues

jesjesz281 — Fri, 26 Mar 2021 23:46:30 GMT

I chose to port my old number