topic Re: Continuous error message upon activation in Get Support

Continuous error message upon activation

momtole — Wed, 08 Feb 2023 22:03:58 GMT

Help! I just picked up this SIM card and have been trying with no luck to activate it! My phone is unlocked, no issues with my previous provider (who I am still with), but I continue to get either error code 821 or 837. The online chat didn't help, all of the suggestions didn't work, and I can't submit a ticket as I am a new user and cannot fill out the information on my last bill because I don't have one. I have tried registering with both the account # of my current provider and the IMEI number on the phone.

Re: Continuous error message upon activation

LoveNature — Wed, 08 Feb 2023 22:06:04 GMT

Hi @momtole

close all browser and clear cache/ cookies/ open inPrivate mode,from computer. try again if is not showing at your credit card is was charged by PM.

if is there charged by PM then not actviate again send a private message to CS_Agent
here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Continuous error message upon activation

Handy1 — Wed, 08 Feb 2023 22:06:40 GMT

@momtole First check cc credit card make sure you haven’t been charge if not try again but don’t use IMEI just use the account number

Re: Continuous error message upon activation

softech — Wed, 08 Feb 2023 22:07:49 GMT

DO NOT try to re-attempt activation. Pm might have charged you already.

First check if PM charge your credit card yet.

Also, put the PM SIM in a phone and check if it connects to PM network and if it can make outgoing calls

If PM has not charge you and the sim card is not connecting, then the activation didn't completed.

Error 821/837 usually comes up when you request porting and used IMEI as the information for the old provider

If PM didn't charge you yet, you can try to activate again.

Understand you tried to use both IMEI and account number

Maybe activate with a temp new number first. Once activated, then open ticket with support for manual porting help

Re: Continuous error message upon activation

momtole — Wed, 08 Feb 2023 22:08:04 GMT

Just checked and yes, have 3 charges now. Did not think that would happen! I did try both IMEI and account number.

Re: Continuous error message upon activation

momtole — Wed, 08 Feb 2023 22:08:42 GMT

Did all of that. And yes, 3 credit card charges (pending). I did send a PM earlier but will send another one.

Re: Continuous error message upon activation

softech — Wed, 08 Feb 2023 22:11:14 GMT

@momtole monitor your Community inbox for PM reply.

I think one of the activations actually went through and they can just provision the sim card to complete the process. If that is the case, when yuu reply them , make sure they help with the porting as well

Re: Continuous error message upon activation

momtole — Wed, 08 Feb 2023 22:12:18 GMT

I have 3 pending charges on my credit card. I will try the phone - it is my son's who is at work now, will have to try later.

Re: Continuous error message upon activation

Handy1 — Wed, 08 Feb 2023 22:16:34 GMT

@momtole Just follow as @softech says at this point. here more info on porting number

When transferring (porting) your number to any new carrier it’s important to remember to leave the old providers SIM card in the phone until you receive the confirmation text from old carrier @that point you have 90 mins to reply YES to the confirmation text … also when going thru this process the new provider will want you old providers account number and will ask for IMEI number disregard this (IMEI) number as it has a tendency to just cos porting hiccups .. so if your ready to port to pm and already activated a SIM card you can go to your self serve serve profile tab and change /transfer (port) number this can also be done on activation but it’s advised to pick a temp number first then port