topic Re: New Activation in Get Support

New Activation

Colinmac — Tue, 29 Nov 2022 18:46:50 GMT

I just activated a new sim card and transferred my phone number from Telus. My telus account is now deactivated, but when putting the new sim card in my phone, it shows SOS

Re: New Activation

walker1 — Tue, 29 Nov 2022 18:48:32 GMT

@Colinmac Try re-installing your sim card and reboot your phone.

Switch network settings in your phone to automatic.

Re: New Activation

Heidiau — Tue, 29 Nov 2022 18:47:52 GMT

Same issue here

Re: New Activation

jimau — Tue, 29 Nov 2022 18:49:03 GMT

I tried this but no luck

Re: New Activation

Yummy — Tue, 29 Nov 2022 18:49:28 GMT

Did you create on-line account?

Does it say service is Active and plan details?

Re-seat your SIM. Reboot phone. Try your SIM in another phone if possible.

Re: New Activation

walker1 — Tue, 29 Nov 2022 18:50:01 GMT

@Heidiau Try re-installing your sim card and reboot your phone

Set your network settings to automatic from in your phone settings.

Re: New Activation

porcupine — Tue, 29 Nov 2022 18:52:06 GMT

did you reply yes first to change if so then remove old sim and put new one in and wait about 2 hours for text from PM

Re: New Activation

Colinmac — Tue, 29 Nov 2022 18:50:59 GMT

Yes I did

Re: New Activation

Colinmac — Tue, 29 Nov 2022 18:51:23 GMT

I have tried that.

Re: New Activation

jimau — Tue, 29 Nov 2022 18:51:41 GMT

We tried but didn’t work

Re: New Activation

Colinmac — Tue, 29 Nov 2022 18:52:27 GMT

Yes the plan says it is active and they have taken my money. I've tried the reboot. I have also tried my sim in another phone and the same thing happens

Re: New Activation

jimau — Tue, 29 Nov 2022 18:53:14 GMT

Same here, I gave Telus a call, they said the numbers have ported but not sure why public has no service

Re: New Activation

walker1 — Tue, 29 Nov 2022 18:56:19 GMT

@Colinmac @jimau @Heidiau You might want to get help with that from a PM CSA agent. Send a private message to CS_Agent

Or use the Chat Bot Simon to get a service ticket for help.

Re: New Activation

hTideGnow — Tue, 29 Nov 2022 18:56:24 GMT

HI @Colinmac if you have another phone, try the sim card there

and you didn't chargeback on Telus or PM charges thinking that is how to cancel your Telus account?

If you are still getting SOS, then open ticket with CS Agent, maybe a sim card setup problem on their side

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: New Activation

jimau — Tue, 29 Nov 2022 18:57:17 GMT

I’m getting a message in my phone saying sim not provisioned, anyone have any idea what that means?

Re: New Activation

hycm53 — Tue, 29 Nov 2022 18:58:23 GMT

@Colinmac wrote:
I just activated a new sim card and transferred my phone number from Telus. My telus account is now deactivated, but when putting the new sim card in my phone, it shows SOS

According PM website :"The number transfer process can take up to 2 hours to complete for a mobile phone number."

Re: New Activation

hTideGnow — Tue, 29 Nov 2022 18:59:00 GMT

HI @jimau sim not provisioned means it is not setup properly on the system

please open ticket with CS agent. only they can fix it

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: New Activation

walker1 — Tue, 29 Nov 2022 19:00:33 GMT

@jimau Sim card still needs to be set up with connection to PM.

Get help from a PM CSA agent right.away.

Re: New Activation

hTideGnow — Tue, 29 Nov 2022 19:00:55 GMT

@hycm53 wrote:
@Colinmac wrote:
I just activated a new sim card and transferred my phone number from Telus. My telus account is now deactivated, but when putting the new sim card in my phone, it shows SOS
According PM website :"The number transfer process can take up to 2 hours to complete for a mobile phone number."

HI @hycm53 but if OP's Telus line is already deactivated (assuming OP didn't do anything to manually cancel it), that would confirm the porting is completed

Also, even porting not done, OP should be able to connect to the network and make outbound calls, it should not show "SOS"

Re: New Activation

hycm53 — Tue, 29 Nov 2022 19:05:54 GMT

@Colinmac wrote:
I just activated a new sim card and transferred my phone number from Telus. My telus account is now deactivated, but when putting the new sim card in my phone, it shows SOS

Number Transfer (Port) Troubleshooting