topic Re: Subscription Not Activated in Get Support

Subscription Not Activated

Lin_Lef — Mon, 03 Jun 2024 20:09:49 GMT

Hi,

I tried to port my number over from Koodo on Friday through the app and got the "Subscription Not Activated" message. I have tried to speak with an agent and have spent about 15 hours continuously going into a chat, getting told there's no agents available, and exiting the chat. I have been charged for my first month and am getting frustrated with going in circles trying to speak with someone. I would just like my number ported and my subscription activated please. I have included a screenshot of the msg I got on Friday.

Re: Subscription Not Activated

softech — Mon, 03 Jun 2024 20:13:05 GMT

@Lin_Lef

try this,

Click Logout on top left of the screen
Wait 5 mins for the system to configure on the back end.
Then log in again using the Email and Password.
The app will then sends a code to the Email again,. Enter the code
and you will see the prompt 'Confirm for Full Access' and your Activation will be completed after

if that does not work, open ticket with PM support:

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

Re: Subscription Not Activated

Lin_Lef — Mon, 03 Jun 2024 20:27:04 GMT

Thank you for responding @softech . I tried logging out, waiting, and logging back in but I got the same msg. I opened a ticket with PM. Again, thank you for your help

Re: Subscription Not Activated

softech — Mon, 03 Jun 2024 20:30:31 GMT

@Lin_Lef are you activating eSIM or physical sim?? if physical, test your sim card in a phone

Re: Subscription Not Activated

Lin_Lef — Tue, 04 Jun 2024 00:00:11 GMT

@softech a physical sim. I put the sim in my phone and it didn't work. I opened at ticket and they've responded. Thank you for your help.

Re: Subscription Not Activated

benapp — Tue, 04 Jun 2024 05:00:20 GMT

Hi Lin,

The exact same thing happened to me when I ported from Koodo. If you already received your SIM you'll want to message a Public Agent using the link below.

You'll want to provide the date you signed up as well the date you were charged for your subscription plan. They will also likely ask for your last 4 digits of your credit card.

You'll want to provide your ported number as well as the temp number (go to your settings in your phone and look under connection and then network settings to find your SIM provision info. It should show a phone number which would be your temp number.

Here's the link for the agent:

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

Make sure you tell them it was a port from Koodo as it's the same company as Public.

If you didn't do a referral feel free to use my code! Z8EZ26

Re: Subscription Not Activated

Lin_Lef — Tue, 04 Jun 2024 11:39:39 GMT

Thank you @benapp a customer service agent has responded to my ticket. My daughter gave me a referral code that I have already used.