topic Re: Line not in service after Activation in Get Support

Line not in service after Activation

CarolD — Thu, 05 Jan 2023 00:49:24 GMT

Hello,

I just recently moved my number from Koodo to Public Mobile. The transfer was completed successfully as the koodo account is now closed. After inserting the Public Sim Card into the phone it is saying that there is no service or just "emergency calls only" Is there any fix to this? I also logged into my public mobile account and it says the account is active

Re: Line not in service after Activation

softech — Thu, 05 Jan 2023 00:51:19 GMT

@CarolD porting is completed, but look like the sim card was not provisioned properly. It is an easy fix for PM support, you just need to open ticket with them via chatbot

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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 to you there

Re: Line not in service after Activation

walker1 — Thu, 05 Jan 2023 00:51:41 GMT

@CarolD

Try the sim card into another phone.

If you get the same, you'll have to get a Customer Support Agent to look into your sim card and provisions.

Re: Line not in service after Activation

Handy1 — Thu, 05 Jan 2023 00:51:52 GMT

@CarolD @Did your reboot the phone or try to take sim out and put back in ( proper way ) and make sure it’s pushed in all the way ?

Re: Line not in service after Activation

hTideGnow — Thu, 05 Jan 2023 00:53:53 GMT

HI @CarolD if you have another phone, test the PM sim card there

But likely the sim wasn't setup properly on the system. Please open ticket with CS agent for them to confirm

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: Line not in service after Activation

dabr — Thu, 05 Jan 2023 00:54:55 GMT

@CarolD Did you respond to the transfer text from Koodo within 90 minutes with a YES? Also if the Koodo number is prepaid then you'll need to contact support via chatbot to have the number transferred, if it's postpaid then I'll private message the Telus porting # and they will request that Koodo send another transfer request so you'll need to keep the Koodo SIM in your phone until the port is complete.

Check you inbox top right for the porting number or use the following link to submit a ticket if the number is prepaid:

https://www.publicmobile.ca/get-help

Re: Line not in service after Activation

CarolD — Thu, 05 Jan 2023 01:20:18 GMT

So I have already replied to the 2fa. I tried submitting a ticket but when it asks me to login to my community account it says invalid. I have tried resetting the password as well but that didn’t work either. I can login to community to submit a post but can’t login to submit a ticket. When I click on the link to send a PM the page is blank. Can someone contact me directly to get this resolved?

Re: Line not in service after Activation

softech — Thu, 05 Jan 2023 01:22:21 GMT

@CarolD

please use direct message to open ticket with PM suppor then. Again, it should be a quick fix, just open the ticket using messaging here:

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 to you there

Re: Line not in service after Activation

esjliv — Thu, 05 Jan 2023 01:25:53 GMT

@CarolD wrote:
So I have already replied to the 2fa. I tried submitting a ticket but when it asks me to login to my community account it says invalid. I have tried resetting the password as well but that didn’t work either. I can login to community to submit a post but can’t login to submit a ticket. When I click on the link to send a PM the page is blank. Can someone contact me directly to get this resolved?

@CarolD - ensure you are using your Community login credentials at the beginning to submit a ticket. Later you may choose to use your My Account login credentials to verify yourself.

If still issues, follow the private message option to submit a ticket others have provided above.

edit: we are all customers like you here on the forum and have no access to your account. So, not likely anyone who is a public mobile representative, will contact you. You must reach out to them for account specific issues.

Re: Line not in service after Activation

zhengbe2 — Thu, 05 Jan 2023 03:50:16 GMT

After you inserted the Public Sim card, did you restart your phone? I was asked to restart my phone after completing the activation process.