topic Re: Canadian number in Get Support

Canadian number

Ritasuliting — Wed, 02 Mar 2022 02:23:18 GMT

When I try to transfer my telephone number to my new Sim card, I am being told that my telephone number is not a Canadian number, even though it was actually given to me by public mobile and I have been using the number for years.

Re: Canadian number

softech — Wed, 02 Mar 2022 02:16:38 GMT

@Ritasuliting you got a new SIM card? You have an active service with PM and you can login to My Account?

If so, just click Change Sim card and pick email or text to receive the security code

https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/change-sim-card/

Re: Canadian number

darlicious — Wed, 02 Mar 2022 02:19:22 GMT

@Ritasuliting

I think you are going about it the wrong way as indicated by @softech . Is your sim card unactivated?

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: Canadian number

computergeek541 — Wed, 02 Mar 2022 02:24:34 GMT

@Ritasuliting wrote:
When I try to transfer my telephone number to my new Sim card, I am being told that my telephone number is not a Canadian number, even though it was actually given to me by public mobile and I have been using the number for years.

When switching to a new SIM card, it doesn't ask for a phone number. It sounds as if you're mistakingly using the number porting form.

Re: Canadian number

esjliv — Wed, 02 Mar 2022 02:35:47 GMT

@Ritasuliting - so you lost your existing SIM card or have a damaged SIM that you are trying to perform a SIM swap on. If so, do not complete the SIM activation process.

Interesting though...if you are going through the activation process and entered your current public mobile phone number is says 'not a Canadian number'? I guess that is a good thing since it didn't allow you to activate a new account.

See "How To Change Your SIM Card"

at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

Or,

Click here to see info as well: Submit ticket for a SIM SWAP

Re: Canadian number

Ritasuliting — Wed, 02 Mar 2022 04:11:21 GMT

Thanks so much!!

Re: Canadian number

Ritasuliting — Thu, 03 Mar 2022 04:00:59 GMT

Yes you are correct I lost my phone with the old sim and got a replacement. I did sim swap as you suggested, it seemed to work but I still can’t use my phone number. I am also getting a message in my account page attached but I’m using auto pay with a valid credit card so I shouldn’t have to make any payments

Re: Canadian number

Ritasuliting — Thu, 03 Mar 2022 04:02:20 GMT

Yes I think I was trying to activate sim rather than switch number to a new sim.

Re: Canadian number

softech — Thu, 03 Mar 2022 04:05:46 GMT

@Ritasuliting wrote:
I did sim swap as you suggested, it seemed to work but I still can’t use my phone number.

@Ritasuliting What you meant by it seemed to work but can't use the phone number? If it you swap sim by what I suggested above (login My Account and requested change SIM), when the SIM changed on the system, the SIM would work and you would be making calls on your phone number

Re: Canadian number

Ritasuliting — Thu, 03 Mar 2022 04:07:34 GMT

I mean I’ve completed all the steps in Sim swap and was told the swap was successful. But still can’t use my number

Re: Canadian number

softech — Thu, 03 Mar 2022 04:09:52 GMT

@Ritasuliting wrote:
I mean I’ve completed all the steps in Sim swap and was told the swap was successful. But still can’t use my number

@Ritasuliting You reboot your phone?

And what phone you have now? brand and model? Where you got this new phone from? trusted source?

You have another phone to test?

Re: Canadian number

Ritasuliting — Thu, 03 Mar 2022 04:15:48 GMT

Rebooted the phone and still doesn’t work. Old phone was iPhone 6, new phone is iPhone 8. I tried a different Sim in the new phone and it worked fine so I think the phone is OK.

Re: Canadian number

softech — Thu, 03 Mar 2022 04:19:27 GMT

@Ritasuliting So, you cannot make calls or receive calls? Mobile Data works?

Any status bar showing if the phone connected to PM network?or error like "No Sim" , "SIM not provisioned"?

any chance you have another phone to put the PM sim into it and test?

Re: Canadian number

darlicious — Thu, 03 Mar 2022 04:21:28 GMT

@Ritasuliting

Sorry I am not that familiar with iPhones but I remember something about having to update the phone number in a new iPhone sometimes somewhere....maybe an iPhone user like @CountyDownIeUk or @AE_Collector are familiar with this setting?

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: Canadian number

CountyDownIeUk — Thu, 03 Mar 2022 04:29:40 GMT

@darlicious wrote:
@Ritasuliting
Sorry I am not that familiar with iPhones but I remember something about having to update the phone number in a new iPhone sometimes somewhere....maybe an iPhone user like @CountyDownIeUk or @AE_Collector are familiar with this setting?

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 #.

OP appears to be confused with changing SIM card on account. Is same number....no changes necessary to iPhone settings.

I have stayed away from responding to this post due the different ways if interpreting what is being asked. Sorry.....I don’t think I can help.

Re: Canadian number

Ritasuliting — Thu, 03 Mar 2022 15:05:06 GMT

Yes it says “no sim” at the top of my phone. Not sure about mobile data, I’ll check

Re: Canadian number

softech — Thu, 03 Mar 2022 15:28:20 GMT

@Ritasuliting wrote:
Yes it says “no sim” at the top of my phone. Not sure about mobile data, I’ll check

@Ritasuliting It could be a faulty sim or just SIM provisioning issue on the back end.

You tried the SIM in another phone and got the same error? If so, Please open ticket with PM support to have them confirm that SIM is properly provisioned. If they say it was provisioned properly, you might need to replace SIM then, but ask them for reimbursement if that is the case

To open ticket with PM Support:

1. If you have access to Self-Serve My account: 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. If you don't have access to My Account or have trouble with above method: 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