topic Re: Activation issue in Get Support

Activation issue

cristi — Tue, 04 Jan 2022 19:13:13 GMT

Hello,

I just completed a 3 month subscription with PM and I received an confirmation email, but I am not able to speak or text on the phone.

Also, I cann't login on my account.

Could somebody help,

Thanks

Re: Activation issue

lammer03 — Sat, 24 Jun 2017 20:23:41 GMT

Hi Just be patient send your information to @Shazia_K and explain to her your situation also leave your:

PM number, Name (full), sim card #, and the account # you transferred your number from (if its freedom mobile then your freedom mobile account number)

Re: Activation issue

Luddite — Sat, 24 Jun 2017 20:27:55 GMT

Try rebooting your phone. No joy, send a private message to the moderator team with your phone number and an explanation; turn on notification of private messages so you do not miss the deadline for resetting your account.

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi.

You will likely need channel your patient persona. 🙏 I think the backlog is such you may not have a response until tomorrow.

Re: Activation issue

tymilne — Sat, 24 Jun 2017 22:42:53 GMT

I have the same problem, I have messaged the mods also and wait for a reply.

Re: Activation issue

jeffster1970 — Sun, 25 Jun 2017 00:05:01 GMT

@tymilne wrote:
I have the same problem, I have messaged the mods also and wait for a reply.

Yeah, just hang in there. I had to wait until the next day but then it was working. You'll be glad that you came, so far everything for me has been solid. Now just trying to convince others to switch.

Re: Activation issue

yyhbs — Sun, 25 Jun 2017 00:36:01 GMT

The same thing happened to me. After the payment page, I got an error message. I can neither log in my account nor use the phone. The website says that my account does not exist.

The payment went through though. The thing is the amount that went through the account was not the correct amount. I chose the 90-day 4gb special promotion and the total amount was supposed to be $135.60, but only $120 went through.

It is so frustrating that there is no phone number I can contact for immediate resultion. Maybe I should have gone to Chatr. Anyway, please let me know how you guys experince the problem.

Re: Activation issue

tymilne — Sun, 25 Jun 2017 13:52:17 GMT

I'm guessing by tomorrow I should have a reply? I messaged them Saturday at 1pm.

Re: Activation issue

jeffster1970 — Sun, 25 Jun 2017 17:22:51 GMT

@yyhbs wrote:
The same thing happened to me. After the payment page, I got an error message. I can neither log in my account nor use the phone. The website says that my account does not exist.

The payment went through though. The thing is the amount that went through the account was not the correct amount. I chose the 90-day 4gb special promotion and the total amount was supposed to be $135.60, but only $120 went through.

It is so frustrating that there is no phone number I can contact for immediate resultion. Maybe I should have gone to Chatr. Anyway, please let me know how you guys experince the problem.

I had a minor billing issue too, and not sure how to take it. I was charged $128 ($120 plan plus $8 for 200 LD minutes Canada-Wide). No taxes were charged and I am sitting with a $6 credit because I signed up with auto-pay.

My daughter with with Koodo and it seems that the set-up is pretty much identical.

Once the service is working, though, you'll be happy. Very solid connection, obviously better than Freedom, but also much better than Rogers. (I have the 3GB Tablet plan with them - The LTE is fast, but probably 4x slower than PM)

Re: Activation issue

S4u2875 — Sun, 25 Jun 2017 17:35:50 GMT

I have same issue. can not logged in to account, my phone also not activated. can not receive or make calls. I send private message to moderat, I hope they fix soon.

Re: Activation issue

S4u2875 — Sun, 25 Jun 2017 17:37:58 GMT

seems like they busy with acitvation issue. look like every body getting activation failure.

Re: Activation issue

cristi — Sun, 25 Jun 2017 18:18:47 GMT

I don't know how you feel guys, but I don't think is normal that I received about 10 unexpected answers for my "activation issue" and nothing from the PM mods.

Hope they are working hard to solve it.

I'm sure that is an explanation for all of this, but until now, for me, the costumer service ...is not very strong.

Re: Activation issue

lammer03 — Sun, 25 Jun 2017 18:29:32 GMT

@cristi this is going to sound repetitve, so I am sorry if this isnt what you want to hear, but be very patient! I myself have not been able to use my phone since Friday when I ported around 5:30pm. Still waiting for someone to help me get over the "port glitch/ Failed port" whatever you call it, so I can text, call and use data. Don't feel alone, I think many of us are right where you.

Re: Activation issue

MarieHelene_L — Sun, 25 Jun 2017 18:34:29 GMT

Hey @cristi,

You can be sure that we are working very hard - we are receiving a higher level of private messages than expected and we've been replying to private messages back to back non-stop for the past week. We reply on a first come first served basis.

The reason why no mod has commented on your post is because we know our community members are very knowledgeable and they will most of the time give you the same answers as we would. We take advantage of our member's experience to focus on private messages, which means we can answer privately to everyone a lot faster than if we would start commenting on all the public posts there is 🙂

I apologize about the delay and the inconveniences this is causing, but rest assured that we will get to your message 🙂

Marie

Re: Activation issue

S4u2875 — Sun, 25 Jun 2017 18:47:12 GMT

Public mobile aleredy know the issue with new activation. PM should stop new activation until they fix this issue so new customer do not have to go through this pain.

Re: Activation issue

lammer03 — Sun, 25 Jun 2017 19:41:18 GMT

It would not be fair for others who want to jump on the boat, how would you feel if they said we are stopping porting of phone number to poeple who are interested from now on and you decided today that your finally going to make the move but the plan is on due in june 30th? @S4u2875

Re: Activation issue

wetcoaster — Sun, 25 Jun 2017 20:11:59 GMT

@S4u2875 wrote:
Public mobile aleredy know the issue with new activation. PM should stop new activation until they fix this issue so new customer do not have to go through this pain.

Obviously I don't have access to any numbers but I still firmly believe that the issues we see here are a small percentage of all activations and that the vast majority of sign-ups just work flawlessly and we never hear about them.

I have kind of weird expectations of customers, and specifically those who have access to the internet: do your research before committing.

When it was time for me to find a new provider and I stumbled over Public Mobile it took me 3 months and many, many hours of reading here in the community to decide that I was willing to risk the potential hassle at sign-up/port-in for the huge longterm savings. I did end up with a stuck port (70+ hours of two partial services made it essentially impossible to run my small business efficiently) so I totally get the frustration we are seeing here.

Anybody reading here will realise that the system isn't perfect (yet). I think every cell phone provider CS system has glitches - we just don't notice most of them as much because they are not reported on the provider's own community platform.

IMHO it's up to the person contemplating the switch to consider what they see on the website and the community and make their personal decision based on that. Your idea that PM should shut down activation during a limited promo, based on problem reports we hear about here in the community, doesn't make business sense to me.

Just my two cents, of course.

Re: Activation issue

cristi — Sun, 25 Jun 2017 22:17:32 GMT

Hello Marie,

I'm sure you work very hard, but is not your fault if the system is not running how is supposed to.

What I want to say is that I payed for a service that is not operational.

Tomorrow I'll go to work and I need my cell to be functional.

Do you think is possible or I need to return to my previous provider waiting for the activation issue to be solved in an uncertain future?

I put a lot of goodwill and good faith in your efforts. Also I appreciate all the community members that are involved.

But again, you are running a business there and a subscription to your services is a contract between us.

Do I need to say more?

Hope you’ll have some good news soon.

Thank you,

Cristi

Re: Activation issue

S4u2875 — Sun, 25 Jun 2017 22:28:06 GMT

Well PM should extend deadline for this promo..

Re: Activation issue

bbqpork — Mon, 26 Jun 2017 14:22:11 GMT

I totaly agree that they should suspend manual porting, and extend the transfer deadline.

Fix the current problematic lines, then reopen manual porting when it is fixed.
My fransfer from Friday is still not working, and my Wife's line from Freedom is put on hold till my line is fixed.
Do your research before switching is not an acceptable respond.
This is a simple process, and customer have a right to be upset for not receving the service they paid for.
You can not slide the problem just because it is of good value.

All in all, I think I would be happy with the service once it is all fixed and will be glad that we switched.
In the mean time, it really sucks, and I hope some form of compensation will be given to the customer that is expereicing this problem.

From the 3 freinds that switched together on Friday, June 23.
1 had perfect port and everything works within minutes.

1 had perfect port but no data

Me, port failed and nothing works.

P.S. I have contacted the mod, and they notifiyed me that they are working on the problem.

Re: Activation issue

bbqpork — Mon, 26 Jun 2017 16:14:38 GMT

FYI, everything is working now on my account.
Thank you Mods.