topic Re: Not activated in Get Support

Not activated

jackiezad — Fri, 18 Feb 2022 13:36:38 GMT

I transferred a second phone from Telus and they didn’t contact me if it was ok and Public has no service

Re: Not activated

VIP_Tech — Fri, 18 Feb 2022 02:34:47 GMT

you can receive and respond to the SMS asking to confirm if you would like to Transfer your number, your reply should be: YES

The confirmation message can take a few minutes to come in. You have 90 minutes from the time of request.

if you stuck with Transferring, or not complete processing

get in touch with Customer Support Agent (publicmobile.ca)

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)

Re: Not activated

BKNS27 — Fri, 18 Feb 2022 02:36:25 GMT

@jackiezad

You need to leave the Telus SIM card in the phone and wait for a SMS text to confirm you are porting over to PM. There is a 90 minute window for you to reply back.

If you missed replying to the text, contact a CS_Agent to restart the process.

Re: Not activated

BKNS27 — Fri, 18 Feb 2022 02:37:28 GMT

@jackiezad

Just click on the envelope icon on top of this page and private message the CS_Agent.

Re: Not activated

esjliv — Fri, 18 Feb 2022 02:42:53 GMT

@jackiezad - after activating you should have some services right away.

Try some troubleshooting:

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*reset network settings on your device

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

If you just ported your phone number from another cell provider it could take a few hours to complete the port.

Using the other cell provider's SIM you should be still receiving calls on it, until the port completes.

If you ported from a landline it could take up to 7 days to complete.

Make sure you do not cancel your previous provider's services.

Incoming calls are usually the last to port over.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

If issues porting or transferring a number to Public Mobile, and it has been over the allotted time it usually takes to complete, submit a ticket here for help: https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1ml7MK2dvkmM37lFcEM7RHEOeep&lang=en&

Re: Not activated

softech — Fri, 18 Feb 2022 03:06:46 GMT

@jackiezad you have requested porting? Did you got a text from Telus asking for your approval of porting and did you reply YES?

and you said PM has has no service ? you cannot even make outgoing calls?

You might have 2 issues to due with (do them both.. )

1. Sound like you could have SIM provisioning issue if you cannot even make outgoing calls. No worry, it is an easy fix. Just open ticket with PM Support:

Now, you need to contact the Customer Support Agent to sort the situations

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

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

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

2. Your porting issue. Is your Telus SIM still working? you can make incoming calls and outgoing on your Telus SIM ? there is a number you can call to talk to live support and they can confirm the porting status. I will private message you the number, please check your Community inbox on top right , envelope icon

Re: Not activated

esjliv — Fri, 18 Feb 2022 02:47:44 GMT

@softech OP said "Public has no service", so how will the Telus Porting Phone number help get services?

Re: Not activated

softech — Fri, 18 Feb 2022 02:54:20 GMT

@esjliv OP said "transferred a second phone from Telus and they didn’t contact me if it was ok" , that is porting he meant. I assume he implies he didn't get the Porting text .. that's why I also asked if OP got the text and if his Telus SIM is working

Re: Not activated

esjliv — Fri, 18 Feb 2022 03:04:30 GMT

@softech wrote:
@esjliv OP said "transferred a second phone from Telus and they didn’t contact me if it was ok" , that is porting he meant. I assume he implies he didn't get the Porting text .. that's why I also asked if OP got the text and if his Telus SIM is working

@softech

Yes, I suppose they could call to see if porting was successful; I just don't see how it will help with to get any services going on the PM SIM card is all.

Re: Not activated

softech — Fri, 18 Feb 2022 03:06:18 GMT

@esjliv no , that won't, that's why my advise to OP also ask him to open ticket with PM , i talked about that before porting

Re: Not activated

softech — Fri, 18 Feb 2022 03:07:53 GMT

Oh @esjliv , you might though I ask OP to do one of the two... .No, i meant to ask OP to do them both .. my point 1 and point 2.. in fact, what's why I lay out 1 and 2.. he should do 1 before 2.. technically.

Re: Not activated

esjliv — Fri, 18 Feb 2022 03:10:05 GMT

@softech wrote:
@esjliv no , that won't, that's why my advise to OP also ask him to open ticket with PM , i talked about that before porting

@softech - yes, opening a ticket would make more sense.

Since there are no services they could do the one and done option.

But doing both is unnecessary if they need to open a ticket anyhow. just sayin'.

Re: Not activated

softech — Fri, 18 Feb 2022 03:14:18 GMT

@esjliv true, i think CS support could do that together. Personally I have bias thinking Porting team handle porting issue faster.. maybe I should rethink about that..

Re: Not activated

darlicious — Fri, 18 Feb 2022 03:41:23 GMT

@softech

If the OP didn't authorize their port request and it fails it would be better if they contact customer support to sort out the provisioning issue first. There is no point in porting in a phone number to a non functioning sim card then they will have no service at all. Once the CSA provisions the sim card so it has outgoing services they can reinitiate the porting in of the telus number. This way the OP has a working service with telus until their pm service gets up and running after that the telus port will likely complete in a couple of minutes after replying YES to the PAT.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: Not activated

computergeek541 — Fri, 18 Feb 2022 16:23:16 GMT