topic Re: Unable to activate SIM card in Get Support

Unable to activate SIM card

Nolan5912 — Wed, 01 Mar 2023 04:21:24 GMT

Hello I have the activation code but I was unable to input it and now it is showing that the plan is active but I am unable to make or receive calls with my public mobile SIM card

Re: Unable to activate SIM card

softech — Wed, 01 Mar 2023 04:33:40 GMT

@Nolan5912 do you have another phone to test?

no worry, it could be just sim provisioning issue, just need to engage PM support and it is an easy fix.

add:

Please open ticket with PM support using 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: Unable to activate SIM card

BKNS27 — Wed, 01 Mar 2023 06:17:07 GMT

@Nolan5912

Do you mean that the activation code is the referral code to input on page 4 of the activation page?

Also are you porting your old number over to PM? If so, did you reply to the textreply confirming that you are porting over with the old SIM in your phone? You have 90 minutes to reply or porting will be incomplete.

Please elaborate what you have done so far so we can try to help.

Re: Unable to activate SIM card

esjliv — Wed, 01 Mar 2023 13:30:03 GMT

@Nolan5912 - well, before you go to customer support what trouble shooting have you tried?

And what do you mean by 'I have the activation code'?

Did you port your number from another provider, or activate with a new number?

OR, are you trying to swap SIM numbers on an existing account?

Since you say your plan is Active, try these troubleshooting tips:

*turn off your phone, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone for a few days to see if the issues are the same...this could rule out a device issue/setting.

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) see if calls work