topic Re: Issue with activation in Get Support

Issue with activation

bpagacz — Wed, 12 Apr 2023 06:12:48 GMT

I activated my sim card today and transferred an existing number from Bell to Public Mobile. It said online the activation was completed and I got a message from Bell confirming this transfer so now I can't make calls/send texts from my old phone with Bell, however my new phone and supposedly activated sim card aren't working - Why?!!!

Re: Issue with activation

dust2dust — Wed, 12 Apr 2023 06:21:36 GMT

So you got the confirmation text from Bell and you replied yes to it?

Try another restart of the phone.

Is anything working? Calls in and out? Texts in and out? Browsing websites not on wifi?

Can you try the new sim in the old phone?

Re: Issue with activation

BKNS27 — Wed, 12 Apr 2023 06:39:23 GMT

@bpagacz

The critical part of completing the porting your old number is replying to the text with YES within the 90 minute window. If you missed or replied late then the porting is not completed and you will be in limbo.

If you replied, the PM SIM should work in both phones unless the old phone is locked with Bell.

There could also be a provisional/backend issue so in this case you will need a CS_Agent to look into it for you.

So submit a ticket on SIMon Chatbot on the bottom of the page or private message on the envelope icon above.

Staff hours are from 6:00am to 10:00pm EST but contact them and they will private message you in the morning.

Re: Issue with activation

softech — Wed, 12 Apr 2023 10:35:40 GMT

@bpagacz do you see the phone connected to the PM network? any error like SIM not provisoned? No Network? No SIM?

since you are cannot even make calls, it is not a porting issue, it is likely a problem with sim card provisioning. It is a quick fix on PM side. You will just need to open ticket with PM support via ticket:

1. Please open ticket via Chatbot (requires access to My Account): click this Chatbot Ticket Link

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

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: Issue with activation

theOphieBara — Wed, 12 Apr 2023 20:14:14 GMT

I recently had this issue and the issue was that my IMEI number did not correspond to the one that Virgin had since I had changed phones. I ended up getting a call from Public Customer service ended up calling my backup number I gave them my account number instead and it worked. Trying your account number instead could make the difference.