topic Re: Need help with activation in Get Support

Need help with activation

Jo20124 — Thu, 14 Mar 2024 13:46:14 GMT

Activated my new sim 16hrs ago, but it doesn't seem like it worked. I chose the option to transfer my old number. The public mobile app shows my old number from Telus. I am unable to send texts. And my phone says "emergency calls only". My old Telus sim is still working when I put it in.

I tried restarting my phone a few times yesterday and this morning. No effect. I tried in settings to register to the Public Mobile Network but it fails. The apn settings look correct.

Phone is Samsung Galaxy S9+

Re: Need help with activation

Handy1 — Thu, 14 Mar 2024 13:49:21 GMT

@Jo20124 I’ll private message you the porting team number . Give them a call they can re trigger the port request for you

Re: Need help with activation

Dunkman — Thu, 14 Mar 2024 13:50:46 GMT

@Jo20124

What about data service? What about calling? incoming and outgoing?

Re: Need help with activation

fixin — Thu, 14 Mar 2024 13:51:06 GMT

@Jo20124 - Go here for the porting number: Messages

Re: Need help with activation

Dunkman — Thu, 14 Mar 2024 14:04:19 GMT

The account was not set up properly. Likely need customer service agent help before calling the Telus porting team.

If exclusively a porting issue, OP should be able to text and call out. Just unable to receive calls and text.

If OP ports into an improperly set up account, that may cause more issues.

Re: Need help with activation

sigdog — Thu, 14 Mar 2024 14:10:02 GMT

After requesting the number transfer, which sim card was in the phone?

Re: Need help with activation

Jo20124 — Thu, 14 Mar 2024 14:11:25 GMT

😩I called them and during the call I got the porting text from Telus. I then lost Telus a few seconds later. Put in Public Mobile SIM and the phone still can't connect to the Public Mobile network. Now I gotta call them back from another phone 😩

Re: Need help with activation

Dunkman — Thu, 14 Mar 2024 14:15:50 GMT

In this case, you actually will need to contact customer service agent. Submit a ticket for CSA help via the chat bot or via the following link:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html