topic Re: Urgent. Activation problem. in Get Support

Urgent. Activation problem.

Jasira — Sun, 18 Aug 2024 20:32:53 GMT

We just subscribed to Public Mobile Canada-US plan hoping to use it in one hour.

However, for past two hours, we've been struggling to get the service.

Logging into app, it says 'We've noticed you have an active public mobile service and woiod like to confirm your full access'.

We are unable to confirm code because the new sim is not picking up public mobile network.

What can we do? Help!!!

Re: Urgent. Activation problem.

BKNS27 — Sun, 18 Aug 2024 20:36:09 GMT

@Jasira

Try rebooting your phone with the SIM in your phone by powering off and power the phone back on.

Re: Urgent. Activation problem.

Chalupa_Batman — Sun, 18 Aug 2024 20:36:11 GMT

Hey @Jasira

Are you currently in Canada? If you're in the US now, you won't be able to activate your phone. You need to be on the Telus (Public Mobile) network.

Re: Urgent. Activation problem.

Jasira — Sun, 18 Aug 2024 20:38:14 GMT

3p min away from us border

Re: Urgent. Activation problem.

Jasira — Sun, 18 Aug 2024 20:43:47 GMT

Rebooted multiple times. Took out sim. Reinserted several times. Public mobile network is not being picked up by phone. Automatic selection doesn't work. No access at all.

Without phone access, we can't get ever safe code

Re: Urgent. Activation problem.

EB0 — Sun, 18 Aug 2024 20:48:23 GMT

@Jasira

it’s better to submit a ticket with CS Agent using this Chatbot link

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

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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

Re: Urgent. Activation problem.

Jasira — Sun, 18 Aug 2024 20:52:58 GMT

I have contacted an agent as well. Received a reply that they are escalating problem because it's a system issue or something.

When you put in new sim card, should phone automatically pick up public mobile network or is this part of the system problem?

Re: Urgent. Activation problem.

Chalupa_Batman — Sun, 18 Aug 2024 20:54:34 GMT

If you turn off automatic, do you see Public Mobile?

Re: Urgent. Activation problem.

EB0 — Sun, 18 Aug 2024 21:00:41 GMT

@Jasira

The SIM card needs to be activated before it can pick up public mobile network.

It looks like your new SIM has an issue been activated, it could be.a SIM or system issue

Re: Urgent. Activation problem.

Jasira — Sun, 18 Aug 2024 21:18:27 GMT

Yes but it doesn't connect

Re: Urgent. Activation problem.

Jasira — Sun, 18 Aug 2024 21:18:52 GMT

How can I tell if it's activated or not?

Re: Urgent. Activation problem.

Jasira — Sun, 18 Aug 2024 21:22:12 GMT

Tried again. It says selected network(public mobile) not available