topic Re: Activating SIM card failed in Get Support

Activating SIM card failed

bing606 — Sat, 09 Apr 2022 23:00:54 GMT

while activating sim card and transfering telus number to public mobile following your online steps, it shows

Activating your SIM card

Oops! Looks like something went wrong when activating your account.

Please start a conversation with our virtual assistant to create a troubleshooting ticket, and the next available Public Mobile Moderator can assist you in your activation via private messaging.

Note that you will need to create a Public Mobile Community Account to submit a ticket

For more information about Public Mobile support and how it works, click here

Error Code: 821

Re: Activating SIM card failed

Meow — Sat, 09 Apr 2022 23:02:20 GMT

Do not try to activate again! Check your payment card to see if your plan amount has been charged.

Usually 821 is missing/incorrect porting information. Your SIM card will need provisioning to your incomplete account activation. Send a private message to customer support with "incomplete activation" in the subject line and explain in detail your issue. Once the CSA sets it up correctly you will be able to finish your self serve account set up.

Re: Activating SIM card failed

computergeek541 — Sat, 09 Apr 2022 23:02:44 GMT

@bing606 wrote:
while activating sim card and transfering telus number to public mobile following your online steps, it shows
Activating your SIM card

Oops! Looks like something went wrong when activating your account.
Please start a conversation with our virtual assistant to create a troubleshooting ticket, and the next available Public Mobile Moderator can assist you in your activation via private messaging.
Note that you will need to create a Public Mobile Community Account to submit a ticket
For more information about Public Mobile support and how it works, click here

Error Code: 821

Please follow the insturctions as provided there. You'll need the help of a customer support agent.

Re: Activating SIM card failed

esjliv — Sat, 09 Apr 2022 23:05:37 GMT

@bing606 - that click here link will get you where you need to go..but it is a little cumbersome if you are not used to navigating these pages.

Contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 - Faster use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here:

Private Message to Public Mobile Customer Support Agents (CSA)

Re: Activating SIM card failed

computergeek541 — Sat, 09 Apr 2022 23:08:43 GMT

@Meow wrote:
Do not try to activate again! Check your payment card to see if your plan amount has been charged.
Usually 821 is missing/incorrect porting information. Your SIM card will need provisioning to your incomplete account activation. Send a private message to customer support with "incomplete activation" in the subject line and explain in detail your issue. Once the CSA sets it up correctly you will be able to finish your self serve account set up.

When contacting customer support, customers should ALWAYS first be trying to use the officical ticketing process to do that. A link for this is provided: Chat with Public Mobile (tiia.ai)

Going directly to private messages should be an absolute last resort as this will result in slower service. This type of issue would be sent to the top of the priority queue if the ticketing process is followed and using the chatbot will get the customer help much much faster.

Re: Activating SIM card failed

bing606 — Sat, 09 Apr 2022 23:45:33 GMT

Thank you. I retried to activate before your reply. You are right I was charged twice, but my activation still failed. What should I do to make the activation successfully?

Re: Activating SIM card failed

softech — Sun, 10 Apr 2022 00:16:32 GMT

@bing606 wrote:
Thank you. I retried to activate before your reply. You are right I was charged twice, but my activation still failed. What should I do to make the activation successfully?

@bing606 No worry, it is an easy fix on the PM side. Just message them about the issue and they will ask you the proper Porting information required and will arrange refund. Just message them directly:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Activating SIM card failed

bing606 — Sun, 10 Apr 2022 00:20:44 GMT

Thanks again. I have sent message to Private Message (CSA) based on your link. But I wonder how I can get message back from CSA?

Re: Activating SIM card failed

Meow — Sun, 10 Apr 2022 00:27:23 GMT

@computergeek541 wrote:
Going directly to private messages should be an absolute last resort as this will result in slower service.

Sure....

And did YOU try to open ticket lately????

I did try and every single time it was authorization failure and agent told me they are 'investigating this issue'.

I do not mind directing customers to ticketing system and then to agent directly but in most cases it is their waste of time. But since you want me to do that, no problem...

Re: Activating SIM card failed

softech — Sun, 10 Apr 2022 00:25:12 GMT

@bing606 wrote:
Thanks again. I have sent message to Private Message (CSA) based on your link. But I wonder how I can get message back from CSA?

@bing606 PM Support communicate with you via private message with Community inbox, envelope icon on the top right.

Monitor there for new message

Re: Activating SIM card failed

hTideGnow — Sun, 10 Apr 2022 00:27:59 GMT

@bing606 wrote:
Thanks again. I have sent message to Private Message (CSA) based on your link. But I wonder how I can get message back from CSA?

HI @bing606 , Check the inbox , the envelop on the top right. If it comes with a number, that mean new message waiting

CS Agent usually reply within 1 or 2 hours, but it could be a bit slower on the weekend. But they probably will respond to activation issue quicker.

Re: Activating SIM card failed

ShawnC13 — Sun, 10 Apr 2022 04:19:39 GMT

@Meow, using the chatbot is the way Public Mobile wants people to create a trouble ticket. Yes, there are issues with it but it is still very important to try and use the chatbot. It is a way for PM to gather data on issues and see what ones are happening more often. They are always attempting new features and updates to SIMon, hopefully, it will get to be a stable method for customer service.

Re: Activating SIM card failed

Meow — Sun, 10 Apr 2022 16:44:41 GMT

@ShawnC13 wrote:
@Meow, using the chatbot is the way Public Mobile wants people to create a trouble ticket. Yes, there are issues with it but it is still very important to try and use the chatbot.

Not a problem at all!

In the beginning of my PM life, I was always referring people to create a ticket. When that failed for many (and myself) I switched to direct mail.

I have no problem providing both points of contact with emphasis on chatbot, e.g. ticket.

Thank you for guidance.