topic Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido in Get Support

New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

Mish_LG — Sat, 02 Mar 2024 01:45:58 GMT

Hi, I’m a new customer and I ported my old number from Fido at about 330pm pst today. I got an email saying the payment of my subscription was successful, then I randomly got a text message saying my pin number has been activated with Public Mobile which I never did. Fido also confirmed by text the port and no longer works. Deleted Fido eSIM. Rebooted phone. SIM is turned on in settings.

I can’t log into the app either, every time I login (tried clearing cache and incognito) and pass the verification code it refreshes and boots me out again. I tried to call my voicemail or 611 and they just say I have no service.

Is this just because the number port hasn’t gone completely through yet? It doesn’t say “no sim” or “SOS” it’s connected to Public Mobile it’s just not making any calls - pls help! I can’t go back to where I’m staying to fix this because there’s no cell service where I’m staying, only Wi-Fi . Im sitting outside a store using their wifi!

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

softech — Sat, 02 Mar 2024 01:55:53 GMT

@Mish_LG

did you try your sim in another phone (assuming it is physical sim)

if you cannot even make calls, it is likely a sim provisioning issue. Easy for PM support and you just need to engage them via ticket.

Please open ticket with PM support using Chatbot:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

For the login issue, try using browser with Incognito mode to login .

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

Mish_LG — Sat, 02 Mar 2024 02:01:27 GMT

Thank you, it’s an e sim.
I sent them a private message.

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

softech — Sat, 02 Mar 2024 02:04:37 GMT

@Mish_LG

If esim, you might be able to fix it

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: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

Mish_LG — Sat, 02 Mar 2024 02:10:18 GMT

Thanks,

Unfortunately I didn’t get a welcome email with a QR code. The only emails I got were a “thank you for your purchase” that my payment went through for $38, and another one that says “phone number added successfully”. Neither have QR codes in them. I checked my spam folder and I don’t have a welcome email anywhere.

I did the other things too and those didn’t work, I’ll try resetting networks again though and reboot again.

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

softech — Sat, 02 Mar 2024 02:13:42 GMT

@Mish_LG

so, no esim showing on the SIM Manager screen (or Settings > Cellular on iPhone) ?

if not, then really need to get support to look into it

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

Mish_LG — Sat, 02 Mar 2024 02:16:31 GMT

Yes the eSim is showing there and is turned on, the Fido eSim is gone and deleted, my phone screen in the top right corner shows 4 full bars, public mobile, and it says LTE. But I can’t send text messages or calls still. I reset the network settings again as well.

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

softech — Sat, 02 Mar 2024 02:17:47 GMT

@Mish_LG iphone or android?

if iPhone, it is set as Turn on this line and type is Primary?

if it is connected as LTE, it should work. Reboot the phone once more

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

Mish_LG — Sat, 02 Mar 2024 02:21:24 GMT

This is so weird! Yes it’s and iPhone, primary is selected, and line turned on. I rebooted again and this time it said 5g instead of LTE, but still can’t actually use data or make calls. Sigh.
maybe it just needs more time somehow ugh

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

Mish_LG — Sat, 02 Mar 2024 02:22:16 GMT

Actually sorry it doesn’t say primary anymore because it’s the only eSIM on my phone.

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

softech — Sat, 02 Mar 2024 02:22:42 GMT

@Mish_LG one more thing to check, change the network mode to 4G (LTE) and test. If not working, try 5G Auto (do not use 5G On)

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

softech — Sat, 02 Mar 2024 02:23:29 GMT

@Mish_LG wrote:
Actually sorry it doesn’t say primary anymore because it’s the only eSIM on my phone.

@Mish_LG if not primary, what is it showing. I think one sim can still set as Primary, and it is important

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

Mish_LG — Sat, 02 Mar 2024 02:27:28 GMT

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

Mish_LG — Sat, 02 Mar 2024 02:43:39 GMT

I received a private message response just now - if we are able to resolve it I’ll post the solution here. I really really appreciate all your help so much @softech

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

softech — Sat, 02 Mar 2024 02:49:10 GMT

hey @Mish_LG

is your voice call working?

if it is working, the the esim is working, it is just a problem with data setup on the phone

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

Mish_LG — Sat, 02 Mar 2024 02:49:56 GMT

No it’s not working

I can’t call out either

I tried texting myself as well, not working

tried texting my bf, he didn’t get it either

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

softech — Sat, 02 Mar 2024 02:55:50 GMT

@Mish_LG

Look like everything is setup correctly on the phone, i would have to say it is possible an issue on PM side 😞

Re: New customer, can’t make calls, or login to app (forbidden a1), ported from Fido

Mish_LG — Sat, 02 Mar 2024 03:11:31 GMT

It’s working now! Haven’t done anything different since our last test, so it must have been a weird esim/PM network issue. Whew! Thank you again 🙂