topic Re: Sim card not working in Get Support

Sim card not working

TaoBui — Sun, 10 Mar 2024 01:45:30 GMT

Hi so I just switched to Public Mobile.

I received the sim card in the mail. I followed the instructions and responded YES to the sms about transferring my phone number. After that, I wasn't given any other prompt and this is where I think i might have mess up. I thought the transfer was done and my account had been set up, so I put in the new sim card. Afterwards, it would NOT let me log into my account. I still can't log in. Every time I try, I get a "forbidden" message on a white screen. On the app, it just reloads and asks me to log in infinitely.

It's been well over 5 business hours, but I can't call or receive calls, or use data. It says my subscription has not been activated even though I followed the steps (or so i thought so). If any one can help me out, it would be greatly appreciated. I've sent a ticket for help but haven't gotten a response from customer care in over 5 hours now.

Re: Sim card not working

Sansan — Sat, 09 Mar 2024 22:22:15 GMT

Many have explained that there've been waiting for a few hours already.I anticipate that they are extremely busy with request. So you just have to wait in the meantime. I don't know if that will help but maybe try to reboot your phone a few times.

Re: Sim card not working

TaoBui — Sat, 09 Mar 2024 22:32:56 GMT

Thanks for letting me know, appreciate your reply

Re: Sim card not working

BessL — Sun, 10 Mar 2024 01:23:29 GMT

Update. I went to Telus and bought a new Public sim card but was actually unable to change it because the app would not save the new number (button greyed out). I finally gave up and conerted to esim and now, at last, I have it working.

Re: Sim card not working

TaoBui — Sun, 10 Mar 2024 04:22:39 GMT

Update: I got a reply back. My ticket had to be forwarded to another department for further inspection. Another update to come...

Re: Sim card not working

TaoBui — Sun, 10 Mar 2024 17:00:11 GMT

Update 2: no fixes and no one to help me. I might have to cancel this service before I can even use it. I cannot access my account no matter how many time i clear cookies/caches. I've tried using my phone and a computer to log in. Tried 3 different devices already, but i keep getting a "forbidden A1" message.

Re: Sim card not working

TaoBui — Sun, 10 Mar 2024 17:07:24 GMT

Do you know any solutions for the "forbidden A1" messages I keep getting when I try to log in. Cookies and cache are cleared and I've tried from 3 different devices already. I told the CS_Agent but they seem to be responded in an automated/robotic way. They keep repeating to clear cookies and cache even though I told them I did. No actual help is being given to me and its very frustrating

Re: Sim card not working

hTideGnow — Sun, 10 Mar 2024 17:08:55 GMT

HI @TaoBui from what I understand, only way is to get agent to help. Please submit them ticket and ask them why that happened and please report back and let us know

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Sim card not working

TaoBui — Sun, 10 Mar 2024 19:35:43 GMT

Last Update: Ended up cancelling my plan and switching to a new provider. Public mobile refused to help, so I had no choice. I was paying money for a service that wasn't working.

Re: Sim card not working

Sansan — Sun, 10 Mar 2024 20:52:24 GMT

That's too bad that they weren't able to fix whatever the error was. How did you cancel? Did you port back your number? Make sure disable the Subscription for autopay.

Re: Sim card not working

TaoBui — Sun, 10 Mar 2024 21:00:50 GMT

I was told I just have to stop paying, which isn't an issue since I can't access my account anyways. I was not able to port back my number. I got a entirely new number sadly. And the CS_Agent told me the autopay was off for my account so hopefully I don't get a charge in the near future. Thanks for the heads up!