topic Re: Can't activate SIM or issue customer ticket in Get Support

Can't activate SIM or issue customer ticket

harman3 — Wed, 06 Dec 2023 22:15:33 GMT

Can't activiate the Esim I just bought, and can't even get a customer ticket rn.

Last provider was Koodo and they ended my service, but I still have my phone number

Re: Can't activate SIM or issue customer ticket

softech — Wed, 06 Dec 2023 22:16:37 GMT

so, you eSIM is not installed and you cannot even make outgoing calls?

For the activation, did you get to the eSIM installation step? Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself.

If you missed the step to install by the app, there is a QR code in your Welcome email. Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone.

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step), try to reboot your phone once.

If it still does not connect and if you have another active sim on the phone, disable those non PM sim (eSIM/Physical sim) using the SIM Manager on the phone or simply remove the physical sim.

And make sure the one associated with PM sim and your phone number is enabled.
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on)

Then click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, please open ticket with PM support

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

Re: Can't activate SIM or issue customer ticket

harman3 — Wed, 06 Dec 2023 22:21:09 GMT

Didn't get to the E-sim installation step, but was stuck on the subscription activation part when I transferred over my old phone number. Can't do anything on the account except contact a customer support agent, which I can't do as well.

Re: Can't activate SIM or issue customer ticket

softech — Wed, 06 Dec 2023 22:23:07 GMT

@harman3

you cannot even go back and get a new number first? if you can do that, you can get a new number temporarily. After it is all setup, then submit porting request on My Account

If you cannot go back for the temporary number, then contact support by direct message:

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

Re: Can't activate SIM or issue customer ticket

harman3 — Wed, 06 Dec 2023 22:28:01 GMT

Only option on the app is to logout of my account or "get support". Logging out and logging back in goes to the same page on the app. The "get support" option doesn't work as I can't get a customer ticket.

Re: Can't activate SIM or issue customer ticket

Handy1 — Wed, 06 Dec 2023 22:36:27 GMT

@harman3 Was you Koodo service pre paid like PM or post paid ? If pre paid you need to activate in the app taking a temp PM phone number then get support to transfer the number for you

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Can't activate SIM or issue customer ticket

harman3 — Wed, 06 Dec 2023 22:43:05 GMT

It was post-paid, worked fine last time I transferred to public.