topic Re: Activation fail in Get Support

Activation fail

Gensay — Wed, 28 Feb 2024 05:58:29 GMT

Hello,

I am a new user from Quebec. I moved my mobile line from Videotron to Public Mobile.

I have been using a physical SIM and now I moved to Public with an e-SIM.

Almost right away, I got a message from Videotron that the transfer request was made. I have waited 2 hours and I still don't get any message from Public Mobile.

The LTE data is working well, and the outgoing call is also working but the calls and messages are coming in. So I can't finish the activation process.

I am not sure what can I do.

Thanks.

Re: Activation fail

softech — Wed, 28 Feb 2024 03:29:07 GMT

@Gensay

you meant calls and messages not coming in?

did you reply YES to the Videotron text to approve the port? this is a critical part of porting

There is a number to call to talk to live support, they can re-trigger the process for you. I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) . Check the envelope icon on top right. But the center is closed now. Call them tomorrow morning and get it fixed

Re: Activation fail

Gensay — Wed, 28 Feb 2024 03:33:46 GMT

Thanks,

Yes, I replied "YES" to the Videotron message.

I will call them tomorrow.

Re: Activation fail

captainjcrosbie — Wed, 28 Feb 2024 03:37:33 GMT

I have made the same mistake twice now and I feel like it must be common...

When asked to add the IMEI number I put in the PHYSICAL SIM card IMEI number instead of the one available for esim.. this resulted in support having to correct it for me. When I did it that way it allowed some things to work, but most things were broken.

Re: Activation fail

Gensay — Wed, 28 Feb 2024 03:44:11 GMT

I was also unsure which IMEI number to use. So I used the account number instead.
I think this also caused the same issue. I don't know. haha.

Re: Activation fail

captainjcrosbie — Wed, 28 Feb 2024 03:49:30 GMT

Oh! Well done. That was better than me haha. I think you might be good then. Even when support fixed things for me it was still broken from what I could tell. I went to bed thinking I would have to call in, and when I woke up the next day, everything was working properly. Transfer time can be long.

Re: Activation fail

Gensay — Thu, 29 Feb 2024 00:41:11 GMT

Thanks guys, the problem is resolved.

I called Telus, it turned out that my reply "YES" to Videotron wasn't delivered.

The rep retriggered the process and I called Videotron (since I can't receive the text message) to confirm my transfer.