topic Re: Can't register in Get Support

Can't register

bellab04 — Mon, 13 Feb 2023 22:25:04 GMT

Trying to register and transfer a number. Go through all the forms but last step always fails with Error Code: 821.

PLEASE HELP!

Re: Can't register

softech — Mon, 13 Feb 2023 22:26:39 GMT

@bellab04

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 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 and request porting, but try to enter the account number of the old provider instead of IMEI.

Re: Can't register

Meow — Mon, 13 Feb 2023 22:43:52 GMT

ERROR 821, SIM NOT WORKING

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

Try SIM in some other phone. That will determine if it is your phone’s hardware issue.

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: Can't register

bellab04 — Mon, 13 Feb 2023 22:45:27 GMT

Hmmm. Well I did use the account number for the switch. Looks like I was charged.

However:

PM account is not created
SIM doesn't connect to the network
Old account still active

Re: Can't register

softech — Mon, 13 Feb 2023 22:48:20 GMT

@bellab04

in this case, please message PM support directly and they will sort it out

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: Can't register

esjliv — Mon, 13 Feb 2023 23:08:43 GMT

@bellab04 - does error 821 say to connect with customer support, or say someone will be in contact with you (well they won't be).

Submit a ticket directly with Public Mobile representatives (CSA) for help; click this link for issues with transfer/porting of phone numbers over to Public Mobile.

Re: Can't register

bellab04 — Wed, 15 Feb 2023 19:36:30 GMT

Had to contact a CSA. Seems I'm the chosen one for whom things just break in this process. Things are in progress and should have my original number ported and applied by EOD tomorrow...

Re: Can't register

softech — Wed, 15 Feb 2023 19:39:24 GMT

@bellab04 it is not a smooth run so far, but will got sorted out

Make sure support take care both issues:

1. your PM sim card cannot connect to PM network

2. Porting. Once they put in the porting request for you, make sure you have your old provider sim card in the phone. Your old provider will send you a text and you need to reply YES to approve the porting

Looking forward for your good news