topic Re: Activation unsuccessful porting problem in Get Support

Activation unsuccessful porting problem

Sab33 — Sun, 06 Mar 2022 03:43:34 GMT

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Re: Activation unsuccessful porting problem

softech — Sun, 06 Mar 2022 03:47:25 GMT

@Sab33 did you login to My Account and confirm account was activated and status Active?

You tried to put your SIM in another phone to confirm?

it is possible just a SIM provisioning issue. This could be an easy fix for PM. Just need to open ticket with PM support for them to confirm. To open ticket:

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

Re: Activation unsuccessful porting problem

esjliv — Sun, 06 Mar 2022 03:47:15 GMT

@Sab33

Try one or more of the below:

*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.

Landline/voip ports can take 3+ days to complete.

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

Incoming calls are usually the last to port over.

Leave the OLD provider SIM card in your phone to accept the PORT via SMS/text.

If you missed this 90 minute window, submit a ticket via this link to re-initiate the port:

: https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1ml7MK2dvkmM37lFcEM7RHEOeep&lang=en&

OR,

I will privately message you the phone number for the Telus Porting team (Telus owns Koodo and Public Mobile, so, same phone number for all). It is frowned upon to be posted here on the forum, check your inbox envelope, top, right of your Community page.

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

Re: Activation unsuccessful porting problem

darlicious — Sun, 06 Mar 2022 09:45:22 GMT

@Sab33

That's not a whole lot of info to go on.....but if your pm sim card has no working services on it at all......data, calls or texts in or out (?) and you have an unlocked phone then it's likely a provisioning issue with the sim card. Getting the same result in a different phone would confirm it.

If your old provider sim card still works and you can still log into your account and it's active then your port did not complete. Leave that as is so that you still have phone service. If your old sim doesn't work and your old account is closed then your port did complete and you just need to customer support to provision your sim card to your account. Otherwise they can reinitiate your port request after they fix your provisioning issue.

Put "sim card not provisioned upon activation" in the subject line and leave a detailed message for the CSA. Keep an eye on the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within an hour during regular customer support business hours.

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 #