topic Activation in Get Support

Activation

jimyee — Thu, 02 Mar 2023 11:41:18 GMT

Trying to activate a new account, got an error code 821, tried again now it don't recognize my phone number saying it is not a Canadian phone number. Plus I tried to put in a ticket but it asks me to resister first, but I can't because looks for a public mobile account which I don't have. How do I get help from Public Mobile?

Re: Activation

esjliv — Thu, 02 Mar 2023 11:46:44 GMT

@jimyee -

Check to see if your number can be ported from this Koodo website (Telus owns Koodo and Public Mobile), so, same allowances here:

https://secure.koodomobile.com/checktransfereligibilityparrot/default.do?lang=en&appname=otherportal

If your switching from Koodo postpaid your can port-in your number during sim activation. Just have your Koodo account number, name on the Koodo account and Koodo number ready and enter it when choosing your number.

If it's Koodo prepaid then you can click this link and type in “port request” to be put in touch with a Customer Support Agent (CSA). Include the Koodo info above.

Cell ports can take 2-3 hours. Use the previous provider's SIM card to receive the porting transfer text for approval, within 90 minutes, 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.

Submit a ticket with Public Mobile representatives (CSA) for help with the port. for issues with transfer/porting of phone numbers over to Public Mobile.

Or, you can try calling the Telus porting phone number, which we are not supposed to post here. So, check your private messages I will send it to you there.

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

Re: Activation

softech — Thu, 02 Mar 2023 12:48:52 GMT

@jimyee Error 821 usually means you have used an IMEI # for porting information but there was an issue and system was expecting to get account number. The porting request for that number was already on the system but hung and hence when you try activating a second time, it saide "Not a valid Canadian number"

Please check if PM already too the money from your credit card, they likely did

If they did , try to put the PM sim card in a phone and see if it connects to PM network and if you can make outgoing calls

Then you will need to open ticket with PM support, they can confirm where the activation process is currently at and you can also provide them the account number of your old provider for porting

You might not have access to your My Account yet, so, please open ticket by direct message:

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