topic Re: Activation problem in Get Support

Activation problem

Boltona03 — Thu, 06 Jan 2022 08:49:27 GMT

So I got my sim card this Morning and I wanted to keep my old number but there is funds owing on my old account so I went onto my profile to change to a new number which I got but I still don’t have service and I am not too sure what my next step is as I submitted a ticket as well

Help please

Re: Activation problem

Triguy — Mon, 18 Oct 2021 19:44:43 GMT

Did you log into your account to change your sim ?

https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

Try calling 611 or log into your account to check the status. Try rebooting your phone.

Re: Activation problem

Endeavork — Mon, 18 Oct 2021 19:43:45 GMT

If you had entered new sim card number for transfer your old number ? System may got confused after you re-done for asign new number. You have to explain your situation in detailed.

Re: Activation problem

t_p — Mon, 18 Oct 2021 21:00:24 GMT

@Boltona03 wrote:
So I got my sim card this Morning and I wanted to keep my old number but there is funds owing on my old account so I went onto my profile to change to a new number which I got but I still don’t have service and I am not too sure what my next step is as I submitted a ticket as well
Help please

@Boltona03

If you have submitted a ticket already, watch your Inbox (that little envelope) for a reply from CS.

They will tell you what to do.

Re: Activation problem

esjliv — Mon, 18 Oct 2021 23:01:51 GMT

@Boltona03 wrote:
So I got my sim card this Morning and I wanted to keep my old number but there is funds owing on my old account so I went onto my profile to change to a new number which I got but I still don’t have service and I am not too sure what my next step is as I submitted a ticket as well
Help please

@Boltona03

The SIM card swap can be done through your Self Serve account.

See details on how to do this here:

https://productioncommunity.publicmobile.ca/t5/Announcements/SIM-Swap-Fraud-2-factor-authentication/m-p/704175#M51139

If your account is suspended, you will need to make a payment to get back services again.

Reactivate a suspended account online or by calling 611:

Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and choose "Other (enter the desired payment amount)" option to enter manually the amount owed.
3. Select the reactivate account button.
4. Restart your phone.
or

Using 611 to make your payment: ( you need your 4 digit pin)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Re: Activation problem

BKNS27 — Mon, 18 Oct 2021 23:44:00 GMT

@Boltona03

I assume you owe money for your previous carrier.
Since you got a new number rather than porting your old number over to PM, check to see if your phone show Public Mobile.
If it does, did you reboot the phone before you put in the new PM SIM? If not, just power off the phone and wait a few minutes then power the phone on.

If this doesn’t work, a PM CS Agents are the only one that can help you.

Keep your eyes on the envelope icon on this Community page from the CS Agent.