topic Re: Just switched from Telus, but SIM card won't work in Get Support

Just switched from Telus, but SIM card won't work

Banoff — Thu, 22 Feb 2024 06:22:32 GMT

I just went through all the steps to register and set up my new account with Public Mobile, including porting my number from Telus. I got the confirmation text and email from Telus, and was instructed to put my new SIM card in. I did that, but now I have no service. The phone recognizes it's a Public Mobile sim, but says "Temporarily unavailable." I tried switching back to my Telus SIM, but it says the same thing. What do I do? I need my phone. It's a Pixel 7. I made the switch 2 hours ago.

Re: Just switched from Telus, but SIM card won't work

Hollister — Thu, 22 Feb 2024 07:32:05 GMT

@Banoff

Did you try rebooting phone, resetting network settings or reinstalling SIM card?

Re: Just switched from Telus, but SIM card won't work

Banoff — Thu, 22 Feb 2024 08:19:44 GMT

Yes, I have tried all of those things, none have worked. It's now been 5 hours and still no connection.

Re: Just switched from Telus, but SIM card won't work

BKNS27 — Thu, 22 Feb 2024 09:50:58 GMT

@Banoff

If you confirmed with YES that your are porting over to PM. Your old Telus SIM will continue to work work until porting is completed…this could take longer than 2 hours. Once the Telus SIM stopped working then power off your phone and switch to the PM SIM then power the phone back on.

Re: Just switched from Telus, but SIM card won't work

Banoff — Thu, 22 Feb 2024 10:18:18 GMT

Yea, went through all that. It's been 7 hours now, still not working.

Re: Just switched from Telus, but SIM card won't work

Phil_Adelphus — Thu, 22 Feb 2024 10:32:07 GMT

@Banoff Send a private message to customer service using tnis link

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

An agent will reply at the envelope icon top right or tap your avatar for Messages if no envelope. They may take a few hours to reply as their main hours are 9 am to 10 pm EST.

Re: Just switched from Telus, but SIM card won't work

Banoff — Thu, 22 Feb 2024 10:46:17 GMT

I have opened a ticket as well as messaging that link and trying to call the help number. I have not received any help. I definitely regret switching to Public.

Re: Just switched from Telus, but SIM card won't work

Phil_Adelphus — Thu, 22 Feb 2024 10:55:00 GMT

@Banoff Glitches when porting can happen with any carrier but it does seem to be the hard part with Public Mobile. For the most part its fine after that. There is no help number to call for Public Mobile, support is all online but they don't officially start until 9 am EST. Have you rebooted the phone (yes I see you did that but try again in case it as too soon)

Re: Just switched from Telus, but SIM card won't work

computergeek541 — Thu, 22 Feb 2024 20:50:46 GMT

@BKNS27 wrote:
@Banoff
If you confirmed with YES that your are porting over to PM. Your old Telus SIM will continue to work work until porting is completed…this could take longer than 2 hours. Once the Telus SIM stopped working then power off your phone and switch to the PM SIM then power the phone back on.

Please be aware that the above informaiton doesn't apply to this situation. The part about it taking about 2 hours is only for the reaminder of incoming communications to be routed to the new service. In this case, the Public Mobiel service isn't at all. This isn't a number porting issue.

Re: Just switched from Telus, but SIM card won't work

computergeek541 — Thu, 22 Feb 2024 20:54:03 GMT

@Banoff wrote:
I have opened a ticket as well as messaging that link and trying to call the help number. I have not received any help. I definitely regret switching to Public.

As your Public Mobiel service isn't working, this is a issue related to the Public Mobile service. The porting department can only help with number porting issue (which this isn't).

Re: Just switched from Telus, but SIM card won't work

Banoff — Fri, 23 Feb 2024 04:40:17 GMT

It was a provisioning issue, Public Mobile was able to fix it after 18 hours.

Re: Just switched from Telus, but SIM card won't work

computergeek541 — Fri, 23 Feb 2024 04:40:54 GMT

Re: Just switched from Telus, but SIM card won't work

computergeek541 — Fri, 23 Feb 2024 04:42:06 GMT