topic Re: Can't activate in Get Support

Can't activate

Jameson007 — Fri, 01 Dec 2023 19:38:21 GMT

Hi,

I've spent the past day trying to login to public mobile and activiating my account that I got from Black Friday. This has been the worst experience I have ever had with any provider and zero lack of support. Right now I am just at the point that I just want a refund and will stick with my current provider. The thing is I don't even know how I am suppose to do this?

Thanks

Re: Can't activate

Andy85 — Fri, 01 Dec 2023 16:37:13 GMT

Hi @Jameson007,

Sorry to hear that you are having difficulty with the activation of your service with Public Mobile. We could help you get back on track!

Do you have a physical SIM or eSIM? What was the last step you remember performing?

Re: Can't activate

hTideGnow — Fri, 01 Dec 2023 16:42:13 GMT

HI @Jameson007

which stage you are at? did you ever use the app to complete the activation? if you have only used the browser, then you have not completed the activation yet. Download PM app from app store and login to complete it

if you already gone through the app and got to step 6, then may I ask if you are activating eSIM or physical? Let us know

and you can also submit ticket with CS agent by messaging here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can't activate

Jameson007 — Fri, 01 Dec 2023 16:44:51 GMT

I was able to get to the last step on the activation process on the app

Re: Can't activate

hTideGnow — Fri, 01 Dec 2023 16:50:18 GMT

HI @Jameson007

esim or physical?

Re: Can't activate

Andy85 — Fri, 01 Dec 2023 17:03:26 GMT

Hi @Jameson007,

If you are stuck on Step 6, I suggest that you submit a ticket to Customer service. Explain them the issue and they will resolve it for you. Don't worry!

Here is the link that you can use to submit a ticket directly to a Customer Service agent:

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

Please be sure to explain the issue to them. They will respond to you in your community inbox to check it from time to time. Due to high volumes, the delays for your ticket can be 24-48 hours.

Re: Can't activate

Jameson007 — Fri, 01 Dec 2023 17:18:21 GMT

It is a physical SIM that I received in the mail.

Re: Can't activate

hTideGnow — Fri, 01 Dec 2023 17:20:00 GMT

HI @Jameson007 if you login to the app now, you should be asked the sim card number , and after the sim card number is registered, it is when the service will start working (maybe after one more reboot)

So, try it, if same, support can register the sim card number for you and refresh your account

please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can't activate

Furious — Fri, 01 Dec 2023 22:06:21 GMT

I have had the same experience. If I could get my money back, now, I would...except I can't find anywhere on the site to cancel. Absolutely Horrible service! Good Luck to both of us.