topic Re: Activation Help in Get Support

Activation Help

Ollie_T — Fri, 17 Feb 2023 00:01:28 GMT

I recently setup my phone (Monday February 13) and today the 16th my service is still not fully operational. I can make phone calls but I cannot receive calls.

Re: Activation Help

Handy1 — Fri, 17 Feb 2023 00:04:39 GMT

@Ollie_T Did you try and port number to PM and miss the confrmation text that you had 90 mins to reply YES to ? If so there a porting team to talk to live support will send to you private message

Re: Activation Help

hairbag1 — Fri, 17 Feb 2023 00:04:49 GMT

@Ollie_T

did you port your old number over to PM ?

If so, did you follow all steps involved ?

Re: Activation Help

Meow — Fri, 17 Feb 2023 00:05:07 GMT

Did you PORT your number?

What number other see when you call them?

If it some unknown number AND you did port then port is not completed or failed. Both accounts had to be active...

Re: Activation Help

BKNS27 — Fri, 17 Feb 2023 00:13:31 GMT

@Ollie_T

It sounds like the porting was incomplete. Did you reply to the text with YES with the old SIM in your phone within 90 minutes of activating the PM SIM?

Common mistake and the most important step to complete the porting process.

You need to contact a CS _Agent by creating a ticket on SIMon Chatbot below or private message on the envelope icon above.

If you did reply to the text then just reboot your phone by powering it off then back on.

Re: Activation Help

Ollie_T — Fri, 17 Feb 2023 00:15:38 GMT

Hey Thanks for getting back to me. I'm doing this for a friend we tried to do the port on Monday. As it stands right now the phone is able to make calls but not able to receive calls. I checked with SiMON that day and it said that it could take some time before the phone fully started working and that being able to make and not receive calls was normal so I didn't think much of it but a few days later is a little ridiculous. I've opened a ticket for assistance not sure what else I can do.

Re: Activation Help

Ollie_T — Fri, 17 Feb 2023 00:16:08 GMT

Yes followed all the steps during the activation but again right now I can make calls but not receive calls.

Re: Activation Help

Ollie_T — Fri, 17 Feb 2023 00:16:46 GMT

I'm hoping I can speak to the porting team to sort this out. The phone is half working right now, it makes calls but can't receive.

Re: Activation Help

hairbag1 — Fri, 17 Feb 2023 00:21:15 GMT

@Ollie_T

the Community Forum contributor @Handy1 has sent you a 800 number to call to get help with your port issue. Check the little envelope icon on top right side of the page.

Re: Activation Help

Handy1 — Fri, 17 Feb 2023 00:24:14 GMT

@Ollie_T The number is in your community inbox top of page to the right envelope icon that @hairbag1 just mentioned

Re: Activation Help

esjliv — Fri, 17 Feb 2023 01:56:46 GMT

@Ollie_T wrote:
I'm hoping I can speak to the porting team to sort this out. The phone is half working right now, it makes calls but can't receive.

@Ollie_T

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

Cell ports can take 2-3 hours. Use the previous provider's SIM card to receive the porting transfer text for approval to port over to Public Mobile and to receive calls from until port is complete.
Landline/voip ports can take 3+ days. Expect a mix of services on the landline and Public Mobile SIM card until port is complete.

When the incoming calls stop on the previous provider’s SIM card and/or landline/voip account, that is a good indication the port is complete.

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

Re: Activation Help

BEER — Fri, 17 Feb 2023 17:20:58 GMT

If you recently set up your Public Mobile account and you're experiencing issues with receiving calls, here are some steps you can try:

Check your network coverage: Ensure that you are in an area with good network coverage. You can check your network coverage on the Public Mobile website or by contacting customer support.
Restart your phone: Sometimes, restarting your phone can help resolve network issues. Turn off your phone, wait for a few seconds, and then turn it back on.
Check your call settings: Make sure your call settings are configured correctly. Check your phone's call settings to ensure that incoming calls are not being forwarded to voicemail or another number.
Check if call blocking is enabled: Ensure that call blocking is not enabled on your phone or Public Mobile account.
Check for any payment issues: If you recently set up your account, make sure that your account has been fully activated and that there are no payment issues. You can check your account status by logging in to your Public Mobile account.
Contact Public Mobile customer support: If the above steps don't work, contact Public Mobile customer support. They can help you troubleshoot the issue and provide a solution. You can reach customer support by phone, email or by visiting a Public Mobile store.

I hope this helps. Good luck!

Re: Activation Help

CS_Agent — Fri, 17 Feb 2023 17:37:19 GMT

Hello Ollie_T,

I can see that you are still receiving feedback from other users in the Community public posts, which is good, but if your friend (the account holder) wants to get technical assistance from Public Mobile, she/he has to reach us with her/his Community user name, we really want to help, but we can't skip the security protocol.

Kind regards,

Edmund
Public Mobile Customer Support Agent

NOTE: Do not reply to this email address: community-notifications@publicmobile.ca. Please log into the Community and reply via Private Message