topic Re: Can't get any support in Get Support

Can't get any support

Mina_n — Mon, 09 Oct 2023 13:10:24 GMT

Hello,

Just signed up. ( I've actually been a customer in the past) my sim card is not properly activating and I have tried multiple times to contact PM support but I keep getting error codes. So if a Customer Service Rep could please contact me to help get me service, I'd appreciate it!!

@CS_Agent

Re: Can't get any support

softech — Mon, 09 Oct 2023 13:12:02 GMT

@Mina_n

Chatbot has not been working for some time, please use private message to open ticket with PM support

, please open ticket with support by direct message here:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

A reminder, did you try to use Reset All Networks and see if it works?

Re: Can't get any support

HALIMACS — Mon, 09 Oct 2023 13:38:52 GMT

Bear in mind, @Mina_n , that you're communicating with other customers on this forum, not Public Mobile staff.

While PM staff sometimes monitor these threads, it's pretty rare and the only way to engage them (with the current broken SIMon chatbot), is through the means provided by @softech message above.

And just to confirm, you're not trying to re-use the old SIM card, are you? Pretty sure you're not, but if so, it won't work and you'll need a new one to re-activate a service here. 🙂

Also, PM has this live activation assistance, give it a shot and let us know if they were able to assist:

https://services.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en

Re: Can't get any support

Mina_n — Mon, 09 Oct 2023 14:14:12 GMT

I am aware that this is primarily for other customers. But I was out of ideas on how to contact support. Thanks for your help.

I am not reusing an old sim. I'll try your suggestions.

Re: Can't get any support

hTideGnow — Mon, 09 Oct 2023 14:15:32 GMT

HI @Mina_n

what error you got on the phone?

did you try the new sim card in another phone just to confirm it is not a device problem?

Re: Can't get any support

Mina_n — Mon, 09 Oct 2023 14:17:28 GMT

No error code for the SIM card. It simply says only emergency calling but it has full bars of service.

It is a new SIM and it is in an S9 Galaxy that is unlocked. I have not used this phone with public mobile on the past.

Re: Can't get any support

hTideGnow — Mon, 09 Oct 2023 14:19:02 GMT

HI @Mina_n

it does not like the card not setup properly on the system. Did you try reset all networks?

if so, then wait for agent to reply

Re: Can't get any support

Mina_n — Mon, 09 Oct 2023 14:21:32 GMT

Thank you for the link. I saw that the Chatbot wasn't working and I appreciate any alternative. I tried this chat before but it wouldn't accept CS_Agent as a recipient, however i see the link you shared does work.

I have reset my phone and tried searching automatically and manually for a new network. Still says only emergency calling.

Re: Can't get any support

Mina_n — Mon, 09 Oct 2023 14:22:13 GMT

Sorry I misread your comment. I haven't tried it in another device. I'll do that.

Re: Can't get any support

BKNS27 — Mon, 09 Oct 2023 14:42:45 GMT

@Mina_n

If you were a past member, things have changed. The Moderator is now named the CS_Agent and can only activate your SIM on the PM app.