topic Re: I cannot activate my SIM or contact customer support. in Get Support

I cannot activate my SIM or contact customer support.

Joseph111 — Thu, 11 Jan 2024 12:28:54 GMT

I tried to activate my new SIM on the public mobile app but it says "Subscription not activated" and it tells me to contact customer support. Over the last 2 days I've tried to contact online support and it says

"Apologies. No agents are currently available. Please try again later.

Agent Disconnected

Chat Ended"

I need to use this phone asap so any help is greatly appreciated.

Re: I cannot activate my SIM or contact customer support.

Handy1 — Thu, 11 Jan 2024 00:06:39 GMT

@Joseph111 Are you using the APP to activate ?? Not website alibis need the app . If you haven’t download the app yet try that first . If same please submit ticket with this direct link to CS agents

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: I cannot activate my SIM or contact customer support.

HALIMACS — Thu, 11 Jan 2024 00:09:26 GMT

They said they used the app in the first line @Handy1

@Joseph111 , how far did you get on the app? At which step did thing seem to go awry?

Re: I cannot activate my SIM or contact customer support.

Joseph111 — Thu, 11 Jan 2024 00:14:27 GMT

I got to the last step if i remember correctly. Here's a photo.

Re: I cannot activate my SIM or contact customer support.

Handy1 — Thu, 11 Jan 2024 00:17:28 GMT

@HALIMACS Oops my bad OP did sorry @Joseph111 still if using the all didn’t work you will need to contact CSA and you can use the direct link for them in my first reply and they can help

Re: I cannot activate my SIM or contact customer support.

HALIMACS — Thu, 11 Jan 2024 00:18:17 GMT

This may sound silly @Joseph111 , but did you try removing and reinserting the SIM card, then:

rebooting your device
resetting network connections
toggling airplane mode on/off

Sometimes PM gives messaging which causes undue confusion or things to seem differently than they really are. Another common example is the on-screen messaging in self-serve when renewals occur when it appears a user's account is suspended, when in fact it's simply going through a renewal process. Another is the silly e-mail they send people telling them how many Public Points they have when some of the recipients of this e-mail (myself included), are not with Public Points.

Anyway, don't intend to scare you off - just try the above and see if that gets any service going.

Re: I cannot activate my SIM or contact customer support.

softech — Thu, 11 Jan 2024 00:19:40 GMT

@Joseph111

try this,

Click Logout on top left of the screen
Wait 5 mins for the system to configure on the back end.
Then log in again using the Email and Password.
The app will then sends a code to the Email again,. Enter the code
and you will see the prompt 'Confirm for Full Access' and your Activation will be completed after

if that does not work, 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: I cannot activate my SIM or contact customer support.

Joseph111 — Thu, 11 Jan 2024 00:30:18 GMT

Thanks, I tried all of those and also tried uninstalling/reinstalling the app to no avail. I wish it let me go through the steps again but when i open and sign into the app it immediately brings me to the same screen as you see in the picture and my only option is to sign out. I sent a ticket so hopefully i get a response soon. Cheers.

Re: I cannot activate my SIM or contact customer support.

sthadks — Thu, 11 Jan 2024 00:44:02 GMT

You might want to send a private message to CS_Agent and then customer service agent would be able to resolve your issue.

Re: I cannot activate my SIM or contact customer support.

NotWorkingSueMe — Thu, 11 Jan 2024 03:02:36 GMT

I got stuck at the same activation place that you got to and have been waiting for CS to respond to my requests for assistance (tickets) but nothing after 2 days.

In fact, I am trying to cancel my subscription/plan but I have no access to that when in get into my account. Same as you, whether on the PM App or logging into the PM website on my computer, it keeps asking me to complete the activation which I cannot do, nor I can get in contact with any PM CS agent.

Totally unacceptable.

It looks like PM only works if one has no issues, otherwise it is unusable and a joke (that costs money but isn't funny).