topic Re: Activation Issue in Get Support

Activation Issue

Rudrabarot — Tue, 03 Dec 2024 13:19:56 GMT

Hi,

I am stuck on step 6 of activation. The credit card has been charged but the subscription has not been activated. Created a ticket but no solution so far. What should i do?

Re: Activation Issue

hTideGnow — Tue, 03 Dec 2024 02:07:03 GMT

hi @Rudrabarot

esim or physical sim?

fisrt, make sure your old physical sim card is removed , or if it the old carrier sim is esim, disable it from Sim Manager or Settings->Cellular, then reboot the phone.

if physical sim, put the PM esim and check if it works. If eism, check Sim card Manager, or Settings->Cellular screen, check if Public Mobile esim is there. If it is , make sure it is set as Primary and enabled (or Turn on this line is enabled), then Reset Network settings

if that does not help, you have to wait for support to reply. I believe you already submitted ticket, so check your inbox for agent's reply
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Activation Issue

Handy1 — Tue, 03 Dec 2024 02:08:48 GMT

@Rudrabarot eSIM or physical sim your trying to activate ? If eSIM check your phone settings sim manger and ensure the eSIM is set to primary /enabled if iPhone make sure you toggle on “turn on this line “ if physical sim test the sim in phone and reboot the device . If still no luck get support to help

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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

Re: Activation Issue

Dunkman — Tue, 03 Dec 2024 02:11:22 GMT

@Rudrabarot

Did you activate a physical SIM card? eSIM? Did you port over number?

Unfortunately due to the popularity of BF deals, the customer service agents are busy. The wait times for tickets are longer than usually. Usually it is 1-2 hour wait, but time frames is likely 12-24 hours initial response times.

Re: Activation Issue

Rudrabarot — Tue, 03 Dec 2024 02:13:00 GMT

The app has not ask me to setup e-sim. It has taken the payment and I didn't got any port out message from my current provider.

Re: Activation Issue

Rudrabarot — Tue, 03 Dec 2024 02:16:25 GMT

I haven't got any message of port out from chatr.

Re: Activation Issue

hTideGnow — Tue, 03 Dec 2024 02:17:47 GMT

hi @Rudrabarot

is your Chatr account still active? Probably the activation was really uncompleted and hence the system has not trigger the porting yet. You really need to wait for support reply and ask them to confirm the activation

Re: Activation Issue

The_Black_Cat — Tue, 03 Dec 2024 13:15:20 GMT

I had a similar if not the same issue. It went all the way up to installing the eSIM but it failed and would never go past that step. I received no email with details and QR code and no porting request. I contacted their support and basically told me I had to redo everything with a new email address. I checked my credit card and sure enough there was a charge and reversal from PM. Tried with another email and everything worked the second time around.

Re: Activation Issue

hTideGnow — Tue, 03 Dec 2024 13:27:30 GMT

hi @The_Black_Cat

can you confirm if the esim already installed? It could be installed by the app and you don't need the QR code to install.

fisrt, make sure your old physical sim card is removed , or if it the old carrier sim is esim, disable it from Sim Manager or Settings->Cellular

On the same Sim card Manager, or Settings->Cellular screen, check if Public Mobile esim is there. If it is , make sure it is set as Primary and enabled (or Turn on this line is enabled), then Reset Network settings

if that does not help, ask support agent to check, submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Activation Issue

Handy1 — Tue, 03 Dec 2024 13:30:07 GMT

@hTideGnow @The_Black_Cat Said it was fixed second time around and they support reversed the charge , he was helping the OP with their situation not needing the help themselves

Re: Activation Issue

hTideGnow — Tue, 03 Dec 2024 13:33:53 GMT

thanks @Handy1 , i was aware of that,. Since the activation got to the esim installation step, i just want @The_Black_Cat to confirm if the esim was actually there, which is a common issue