topic Re: Subscription not activated in Get Support

Subscription not activated

Chinomso — Sat, 01 Jul 2023 10:48:57 GMT

I'm transferring to PM and already made payments for my subscription but it won't activate it. What do I do as my subscription from my previous provider expires today?

Re: Subscription not activated

pmbc — Fri, 30 Jun 2023 18:58:11 GMT

@Chinomso That's strange. When you activate your SIM it should take you through the subscription selection. What does it show when you login into my account?

Re: Subscription not activated

dabr — Fri, 30 Jun 2023 18:59:16 GMT

@Chinomso You've completed the activation process but don't have any phone service yet?

Did you remember to reply to your previous carrier's SMS to transfer your number within the 90 minute window which requires the old SIM to be in the phone to receive?

Re: Subscription not activated

Chinomso — Fri, 30 Jun 2023 19:02:24 GMT

I never got an sms to transfer my number 😕

Re: Subscription not activated

pmbc — Fri, 30 Jun 2023 19:03:53 GMT

@Chinomso So do you mean the port hasn't happened properly? You can contact PM port team. I'll DM you the number to call.

Re: Subscription not activated

Chinomso — Fri, 30 Jun 2023 19:04:04 GMT

It only indicated " subscription not activated" and showed a link to get support. I've not had much help since then.

Re: Subscription not activated

dabr — Fri, 30 Jun 2023 19:04:56 GMT

@Chinomso I'll private message (check message inbox top right) the Telus porting number and they will request your old carrier resubmit the porting SMS, so keep the old SIM in your phone until then.

Re: Subscription not activated

pmbc — Fri, 30 Jun 2023 19:07:20 GMT

@Chinomso Was there a problem with payment? Did the charge go through on your CC?

If it's a problem with the account, contact the CS Agenf first. You can reach them here,

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Subscription not activated

Chinomso — Fri, 30 Jun 2023 19:09:51 GMT

Yes, the charge went through.

Re: Subscription not activated

pmbc — Fri, 30 Jun 2023 19:12:36 GMT

@Chinomso OK, if you selected to port a number or selected a new number temporarily the subscription should show active. Contact CS Agent to look into this for you.

Re: Subscription not activated

Chinomso — Fri, 30 Jun 2023 19:13:42 GMT

👍 ok

Re: Subscription not activated

BKNS27 — Fri, 30 Jun 2023 21:11:49 GMT

@Chinomso

You need the old SIM in your phone to get the text confirming you are porting over to PM.

Also, your old account must be active to port your old number over to PM. So don’t cancel your service with your previous carrier.

Re: Subscription not activated

Shannonbieling — Tue, 11 Jul 2023 19:39:47 GMT

The exact same thing is happening with me today, money was taken out of my credit card successfully and now only says “subscription not activated” and it’s nearly impossible to speak to anyone in a timely manner! So annoyed, did you resolve yours ?

Re: Subscription not activated

Shannonbieling — Tue, 11 Jul 2023 19:41:14 GMT

May I also have that number !? I’m having the same issue.

Re: Subscription not activated

Chinomso — Tue, 11 Jul 2023 20:45:02 GMT

Yes, mine was resolved that day thanks to the help of the community members on this platform. First, I submitted a PM ticket, and a PM Support Specialist walked me through it. I also contacted my previous phone provider to help with porting my existing number. Everything got resolved on that day - so please be patient 🙂.

Re: Subscription not activated

BKNS27 — Tue, 11 Jul 2023 21:22:32 GMT

@Chinomso

Great that the porting process went through finally for you.

Did they figure out what was the problem?

Re: Subscription not activated

RMH90 — Thu, 21 Mar 2024 00:57:26 GMT

I am experiencing same thing today still

cant reach anyone .Did you get it solved after?

Re: Subscription not activated

hTideGnow — Thu, 21 Mar 2024 00:59:18 GMT

HI @RMH90

you submit ticket for CS agent yet? If not, please do so. If you already submitted and waited over 4 hours, please send another message

To 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: Subscription not activated

RMH90 — Thu, 21 Mar 2024 01:33:36 GMT

Thanks for the advice.But while I clicked the link to submit the ticket it keeps loading and never gets into the page.Any idea why?Thank you

Re: Subscription not activated

RMH90 — Thu, 21 Mar 2024 01:54:41 GMT

Do you know if nothing related to transfer from the previous server to PM,just subscribed to pick the new number.Why the subscription not activated?