topic Re: The Guide to Headache-Free PM Signup in Get Support

The Guide to Headache-Free PM Signup

db519 — Thu, 04 May 2023 16:46:53 GMT

Hey folks, I have activated two separate lines from two different carriers without issue. (well, sort of, anyways more on that).

Here are the main points that will make your experience pleasant, and make you feel proud for making the right choice to join. Keep in mind that I did work in AT&T escalations (both from field techs and customers) for a couple of years and dealt with a LOT of failed port-in requests... for 40 hours a week. Here is a handy guide with more in-depth explanation for those who have the time (you're waiting to hear from PM anyway so why not educate yourself?) For even more explanation please scroll to the "definitions" portion of this post.

1) BE PATIENT. Activations are "instant". Port-ins take a "MINIMUM" of two hours. This is a best-case scenario. Right now with a backlog of thousands of activation and port-in requests, do you think this is a best-case scenario? Give it at least 24 hours AFTER submitting your activation port-in request before you start to panic. Think spamming a mod is gonna make it quicker? No. You've been told in the main sticky that it's a bad idea. So don't. Slap yourself on the wrist before you send another PM.

2) DO NOT create a port-in request during your activation process. MAKE A NEW NUMBER. Activations alone are causing issues. WAIT UNTIL YOUR ACTIVATION IS COMPLETE BEFORE YOU PORT A TELEPHONE NUMBER. You can blame the usual suspects (reffered to as TUS in the remainder of this post).. number one being server load, the other reasons likely due to an understaffed moderator team being spammed by users like you and me. (TGIF right modteam!? Next round of pints are on me!) You can thank the million people who waited until the last week of the promo to jump aboard. (My own wife.. tried to convince her earlier.. sorry PM team! :D)

3) DO port your number from your self-serve portal once you've verified that your (temporary) PM-assigned phone number works, you have service, etc. Make/receive calls... send/receive texts... disable WiFi and try to stream some Youtube. If you're running into other issues, such as your phone not seeing the SIM or getting no service, this post is not for you. Using a temporary number also alleviates a lot of stress/pressure on PM. People left with no service on two sims really make the wrong choice when opting to port a number during activation. DO ONE THING AT A TIME.

4) BE PATIENT. And hope you don't reach step 5.

5) Recognize when the need to ask for help arises.

Did you submit a single-action request (activation ONLY or port ONLY) in the last 24 hours and you haven't received your welcome to PM text (activation) or haven't been able to receive calls(port)? You likely just need to sit back and let time run it's course.

Did you do something you shouldn't have? Did you port your number during activation and now it's been days, or weeks, and absolutely nothing has worked in spite of exhausting all troubleshooting methods? It's probably time to check-in with a mod and provide as much information as you can to ease the process.

Accept the reality that xxxxxxxxx truly happens. I stumbled across issues at AT&T that customers had been calling in for months regarding and no one ever figured out until I touched the account. There ARE weird things that happen with telecom. Keep in mind these issues are rare, but possible. Examples are digits missing when dialed, for some reason one number cannot call a specific carrier, numbers cannot call certain area codes/parts of the country, numbers are blacklisted due to credit, no dial tone, port-in requests that are literally not honoured by the carrier (holding your number because you owe money, or because that carrier is just a pain in the butt to deal with). These issues need to be escalated to the proper teams to rectify. A public forum is not the place to get this sort of issue resolved.

DEFINITIONS:

Failed activation: Your SIM activation didn't process properly. Likely a false error that will take time to process. It is likely your credit card was charged anyway. Do not call your company and claim fraud just yet folks.

Common symptoms include: SIM card activated with service, but calling/texting anyone throws a Public Mobile-branded message back at you saying you have no services.

Common fixes/troubleshooting steps: Verify your CC was charged. Write down your PM number that was assigned upon signup. Use this to register a self-serve account after waiting 24 hours. After that you should receive the verification text and your PM number should be in service.

Failed port-in: PM was unable to pull your number from your current provider over.

Common symptoms include: Error message thrown when trying to complete port-in process. Able to place calls but not receive calls.

Common fixes/troubleshooting steps: Verify your previous account information. Did you get married or change your name? Did you type your old account number wrong? Everything you enter into the change number screen on self-serve must match 100% with the records that your old provider has on record. Can't receive calls? Wait another 24 hours before starting to panic.

If anyone would like to add something to this, feel free. I followed these steps and I was able to get PM service within 48 hours in both instances. 🙂

Re: The Guide to Headache-Free PM Signup

NDesai — Fri, 18 Nov 2016 01:34:04 GMT

Thanks for some tips. I like how you added BE PATIENT first and at the end since that's the key.

Welcome to Public Mobile and enjoy those savings 🙂

Re: The Guide to Headache-Free PM Signup

achao — Fri, 18 Nov 2016 01:39:37 GMT

How long does the Activation (during initial sign up, step 5, after entering credit card) take? My browser has been sitting on "Please wait while your activation is being processed" for at least 5 minutes.

Re: The Guide to Headache-Free PM Signup

db519 — Fri, 18 Nov 2016 01:42:56 GMT

It took me at least five minutes too. Server load is ridiculous right now.

Tell me you didn't port a number during activation please!

Re: The Guide to Headache-Free PM Signup

achao — Fri, 18 Nov 2016 01:46:13 GMT

I did not, choose new number.

Eventually it died, browser timed out.

Now I try to activate the same SIM, it says Invalid Sim.

Re: The Guide to Headache-Free PM Signup

fizz — Fri, 18 Nov 2016 01:49:45 GMT

I activated today. It took several minutes to complete and I was getting impatient and just kept thinking it was frozen. But I was happy in the end!

Re: The Guide to Headache-Free PM Signup

db519 — Fri, 18 Nov 2016 01:52:07 GMT

Put your sim in your phone and see what happens. Do you see the public mobile brand and the phone number you chose in "about phone" on your model? Do you get a text message?

Re: The Guide to Headache-Free PM Signup

achao — Fri, 18 Nov 2016 01:53:39 GMT

Interesting, I just plugged the sim in, and to my surprise, it was activated! So basically I think the activation process died, probably due to server over load, but the process completed.

I did have to create a self service account manually though, and it texted me the verification code, and that all worked okay.

Not sure if the self service account is normally created as part of the activation process, seems so, since it asked for email/password during the process.

Re: The Guide to Headache-Free PM Signup

db519 — Fri, 18 Nov 2016 01:55:06 GMT

Yes we all seem to be having that issue. I can't recall if before the flood of activations I had to manually create one; I don't think so. Don't forget to bravo/accept as solution if any post in this thread helped you 🙂

Take it easy!

Re: The Guide to Headache-Free PM Signup

slavitch — Fri, 18 Nov 2016 03:11:33 GMT

Sorry, we are unable to verify your card at this time. Please ensure your card details are entered correctly and try again. If you continue to experience problems, contact your card provider for more information.

- My card details are being entered correctly. Full stop.

- My card provider isn't getting any requests. Not making it out of Public Mobile.

What is going on?

Re: The Guide to Headache-Free PM Signup

db519 — Fri, 18 Nov 2016 11:25:22 GMT

What type of card are you using? Is it prepaid or visa debit?

Re: The Guide to Headache-Free PM Signup

Natedmd — Fri, 18 Nov 2016 17:47:02 GMT

So your guide to a "Headache-Free" signup is essentially "be patient and put up with the headache".

Re: The Guide to Headache-Free PM Signup

frankmobilepm — Sun, 21 May 2017 21:48:27 GMT

I should have read this before I actived my SIM 😞

Re: The Guide to Headache-Free PM Signup

rohanferns — Thu, 29 Aug 2019 16:18:49 GMT

Is this content still valid for todays activations? Should we still request a new number and then port in?

Re: The Guide to Headache-Free PM Signup

computergeek541 — Thu, 29 Aug 2019 17:33:20 GMT

@rohanferns wrote:
Is this content still valid for todays activations? Should we still request a new number and then port in?

There are varrying thoughts on that. There is an activation bug that sometimes (but rarely) causes an account to be partially activated but service doesn't get properly assigned. The idea of porting in later is, in my opinion, to avoid that particular bug that can cause the number to be ported into a new non-working Public Mobile account.

Re: The Guide to Headache-Free PM Signup

penasse — Thu, 12 Sep 2019 14:37:48 GMT

ULTRA SLOW, so slow the link for a reset password was expired the moment it reached my email.

Re: The Guide to Headache-Free PM Signup

Setherson03 — Tue, 14 Apr 2020 16:33:30 GMT

Awesome, just finished activating my number and requested my number be ported in as well. Great to see this immediately after 🙄. I use this number for my local business so i guess today will be a slow day.

Re: The Guide to Headache-Free PM Signup

lana6 — Fri, 08 May 2020 17:50:03 GMT

Went through a moderator today as I couldn't port through sign up. Had to take a new number in sign up. My wife's 938 number from bell is apparently not compatible. She'll have to keep her new number.

Re: The Guide to Headache-Free PM Signup

computergeek541 — Fri, 08 May 2020 20:15:17 GMT

@lana6 wrote:
Went through a moderator today as I couldn't port through sign up. Had to take a new number in sign up. My wife's 938 number from bell is apparently not compatible. She'll have to keep her new number.

Unfortunately, if Telus Mobility doesn't also offer it's own numbers for that same city, it can't be ported to Public Mobile. We've seen this before. Usually, this is a case of the service working in a particular location because of Bell Mobility-built parts of the network, but these are sometimes in areas where Telus Mobility/Koodo/Public Mobile never decided to operate out of.

Re: The Guide to Headache-Free PM Signup

Michelle70 — Sun, 24 May 2020 05:39:27 GMT

I am just 24 hours new and I appreciate your level headed attitude, seems people can get extremely impatient and irritable. Hey look at these prices and how they keep them low, be adaptable. So I won't get my knickers in a knot. It will work out and if I still have some kinks I can get the support I need here. tx