topic why can't I activate my physical SIM? in Get Support

why can't I activate my physical SIM?

raginhamster — Sat, 29 Jun 2024 00:37:24 GMT

Trying to port over from Telus and using a physical SIM, had some friends do the same transfer this week and it worked fine. The error message I'm getting is that my account number and my phone number do not match but I have triple-checked this information. Any tips to try would be appreciated.

Re: why can't I activate my physical SIM?

Chalupa_Batman — Sat, 29 Jun 2024 00:40:41 GMT

Hey @raginhamster

Sometimes there can be some errors.

Hey there. There is a number you can call to get this porting issue resolved. I will send you a private message to your mailbox in the top right corner of this page or click on this link to direct access.

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: why can't I activate my physical SIM?

slusagm — Sat, 29 Jun 2024 01:01:12 GMT

@raginhamster So it was an error at the port step?? Since Telus number can port into PM without doubt, you can setup with a new number first. When all setup and works, you can ask PM to help port the Telus number for you via ticket. To open ticket, use the orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen

Re: why can't I activate my physical SIM?

raginhamster — Sat, 29 Jun 2024 01:08:05 GMT

Unfortunately didn't work. My issue is when I enter the account number and phone number I would get an error saying the account and phone number do not match (but I've confirmed several times with Telus that it indeed does).

Because I have no active transfer going on right now (due to the error preventing me), I can't get through the phone number that you've sent me.

Re: why can't I activate my physical SIM?

raginhamster — Sat, 29 Jun 2024 01:09:21 GMT

Okay I submitted a ticket to just get the number ported over properly since Telus confirmed that there is nothing on their end to prevent this issue and the account number and phone number is in fact correct.

Re: why can't I activate my physical SIM?

Chalupa_Batman — Sat, 29 Jun 2024 01:10:47 GMT

To Submit a ticket, please click the following link to access the Public Mobile Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type: Customer Service Agent

Re: why can't I activate my physical SIM?

raginhamster — Tue, 02 Jul 2024 19:51:48 GMT

How long does it take for PM to respond to a ticket? I submitted a ticket on Friday and have still not heard anything back.