topic Re: Sim in Get Support

Sim

braedenpicard — Fri, 04 Feb 2022 14:25:46 GMT

I have registered my sim and selected a number, payment was successful. It's been over 12 hours and the sim is still not working, I have tried it in other devices and it still doesn't work. I've also put a friends functioning sim in my phone so I know it is an issue with the sim not the phone. Is it possible it may take up to 24 hours or something?

Re: Sim

cellphoneuser1 — Fri, 04 Feb 2022 10:43:33 GMT

@braedenpicard wrote:
I have registered my sim and selected a number, payment was successful. It's been over 12 hours and the sim is still not working, I have tried it in other devices and it still doesn't work. I've also put a friends functioning sim in my phone so I know it is an issue with the sim not the phone. Is it possible it may take up to 24 hours or something?

No, it doesn't take 24 hours. Something went wrong. Open a ticket. Open the chatbot and ask to contact a CSA customer support agent.

Re: Sim

esjliv — Fri, 04 Feb 2022 11:21:00 GMT

@braedenpicard wrote:
I have registered my sim and selected a number, payment was successful. It's been over 12 hours and the sim is still not working, I have tried it in other devices and it still doesn't work. I've also put a friends functioning sim in my phone so I know it is an issue with the sim not the phone. Is it possible it may take up to 24 hours or something?

@braedenpicard

Did you activate with a new number or transfer one over?

If new, what happens when you call the number?

Ensure to reboot the phone with the SIM card inside, and try perform a reset of the network settings.

Still issues...then contact CSA.

Methods to contact Customer Support (CSA) found here: https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

EDIT, can you log into self serve and check your status? What does it say: https://selfserve.publicmobile.ca/

Anything when you call 611 with the sim card in the phone?

Re: Sim

Yummy — Fri, 04 Feb 2022 15:25:59 GMT

As soon as you register and activate your SIM you should have service.

Maybe SIM has to be provisioned. Please contact agent through personal mail (if ticketing does not work very first time you try it) and ask them to investigate and assist.

Let us know what was the issue when it gets resolved, please!

Re: Sim

BKNS27 — Fri, 04 Feb 2022 15:52:32 GMT

@braedenpicard

If you are not porting an old number and picked a new number.

Try powering off the phone then power the phone back on with the SIM in the phone.

Re: Sim

hTideGnow — Fri, 04 Feb 2022 15:59:14 GMT

HI @braedenpicard Can you at least make outgoing calls? And is Mobile data working? if they both not work, I think there is a problem with provisioning your SIM card on the system. Please open a ticket with PM Support.

If you cannot login to My Account, then you will need to open ticket by direct message:

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

If you can login to My Account, please open via Chatbot as that is quicker:

Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: Activation
click "Activation isn't working"
click "Other/Error code 821"
click "Contact Us"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

Whichever way you open ticket with , after ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent