topic Re: New phone number activation in Get Support

New phone number activation

cfc — Sat, 30 Jul 2022 04:25:09 GMT

Hello,

I just activated a new number and completed all steps, but the number can't identified by the cell phone. I can't make calls and receive calls. Please help. Thank you.

Re: New phone number activation

Dunkman — Sat, 30 Jul 2022 04:29:59 GMT

@cfc

What about text and data?

Did your credit card get charged? Did you get the welcome email from Public mobile? Are you able to access self service account?

Maybe try rebooting your phone.

Re: New phone number activation

Timer — Sat, 30 Jul 2022 04:30:41 GMT

@cfc

turn off device and turn on.

and you getting new number or port old number in.

Re: New phone number activation

cfc — Sat, 30 Jul 2022 04:31:39 GMT

Neither text nor data works. My credit card got charged. I didn't receive welcome email.

Re: New phone number activation

cfc — Sat, 30 Jul 2022 04:33:02 GMT

I did turn it off and turn on again, but the problem still exists. It's a new number.

Re: New phone number activation

Timer — Sat, 30 Jul 2022 04:47:08 GMT

Edit: @computergeek541 my mistake info sorry, i read about port.

@cfc

~~wait for 2 hr if not working,, then~~

@cfc

right now contact to support team by private message CS_Agent to check it out.

Re: New phone number activation

cfc — Sat, 30 Jul 2022 04:35:58 GMT

Okay, I will wait for 2 hours then. Thanks!

Re: New phone number activation

softech — Sat, 30 Jul 2022 04:36:43 GMT

@cfc what is showing on the phone status? Any error like SIM not provisioned ? No network? No SIM?

it does sound like the sim card was not provisioned properly. Should be an easy fix by PM Support. You just need to open a ticket with them and they should be able to fix it quickly

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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: New phone number activation

Timer — Sat, 30 Jul 2022 04:46:20 GMT

@cfc Edit: my mistake info sorry,

~~also after 2 hr or so triad again rebooting device.~~

Re: New phone number activation

computergeek541 — Sat, 30 Jul 2022 04:38:11 GMT

@Timer wrote:
@cfc
wait for 2 hr if not working,, then contact to support team by private message CS_Agent to check it out.

I can't say that an activation/provisioning of service has enver been delayed, but there is no need to wait 2 hours. Serviice is supposed to start working immediately upon activation. Also, please direct customers to use the chatbot to open tickets at https://widget.telus.tiia.ai/publicmobile/publicmobile.html whenever possible. Customers who go directly to sending private messages will receive slower service.

Re: New phone number activation

computergeek541 — Sat, 30 Jul 2022 04:42:05 GMT

@cfc wrote:
Okay, I will wait for 2 hours then. Thanks!

Please don't wait 2 hours. The informaton that you were provided is incorrect. All waiting 2 hours will do will be making you wait around for 2 hours unnecessarily. Activation of service is immediate.

Re: New phone number activation

BKNS27 — Sat, 30 Jul 2022 04:44:53 GMT

@cfc

I help my sister get a new number with PM 6 months ago and London Drugs activated the SIM for her.
Rebooted the phone and called her new number and it worked right away so does your phone show Public on the top of your phone?

If not, there might be a backend issue with the SIM so contact a CS_Agent between 6:00am to 10:00pm EST.

Re: New phone number activation

cfc — Sat, 30 Jul 2022 04:51:09 GMT

Thank you. I have sent CS_Agent a message. In the worst scenario, can I get refunded?

Re: New phone number activation

cfc — Sat, 30 Jul 2022 04:51:31 GMT

Thank you. I have contacted an agent.

Re: New phone number activation

Timer — Sat, 30 Jul 2022 05:08:18 GMT

@cfc

no refund in service prepaid, but don't worry support team will be fix it.

Re: New phone number activation

Korth — Sat, 30 Jul 2022 05:14:07 GMT

@cfc

Is the phone itself properly configured?

In settings you need to select network/carrier/operator (whatever your phone software calls it) as "Public Mobile" or as "Automatic". Then restart. The phone should display a "Public Mobile" or "Telus" banner at the top when it's connected to the network and you should immediately be able to do calling and texting (once your number port is complete, anyhow).

You will also need to set Public Mobile APN settings (then restart again) to access data and MMS attachments.

On some older phones you may have to manually setup the Public Mobile voicemail number - or create a Voicemail contact if you plan to dial it a lot. Newer phones (ie: from the last 5 years or so) do this automatically.

Re: New phone number activation

cfc — Sat, 30 Jul 2022 05:23:37 GMT

The phone was carrying 2 sim cards and working well before I replaced one of them with Public Mobile. Since I put in the Public Mobile sim card, there is no operator/carrier to show up or available to select. That's the frustrating point.

Re: New phone number activation

cfc — Sat, 30 Jul 2022 05:24:08 GMT

Hopefully they are helpful.

Re: New phone number activation

BKNS27 — Sat, 30 Jul 2022 05:26:52 GMT

@cfc

Sorry no refund but they will look into why you can't connect to PM.

Re: New phone number activation

BKNS27 — Sat, 30 Jul 2022 05:29:55 GMT

@cfc

Since your phone has 2 SIM slots, did you try putting the SIM in the 2nd slot and reboot your phone?