topic Re: Subscription not working after paying in Get Support

Subscription not working after paying

Johnny1948 — Sun, 22 Dec 2024 15:08:04 GMT

New account. Subscription not working after paying for the first month.

Re: Subscription not working after paying

Handy1 — Sun, 22 Dec 2024 15:10:36 GMT

@Johnny1948 Have you rebooted the phone yet ? And physical sim it eSIM ?

Re: Subscription not working after paying

hTideGnow — Sun, 22 Dec 2024 15:10:50 GMT

hi @Johnny1948

what phone do you have?

esim or physical sim?

but first, make sure your old carrier sim card is removed, or if the old one is an esim, disable it

then reboot the phone and Reset network settings. Check if you can make outbound calls and if data work

if nothing work, and if have physical sim, you can test the sim in another phone

last, ask PM support agent to check if the setup was done properly on the system. You can 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: Subscription not working after paying

Johnny1948 — Sun, 22 Dec 2024 15:14:58 GMT

I have the Physical Sim card from my previous carrier, in my iPhone 8, to port my number.

Re: Subscription not working after paying

softech — Sun, 22 Dec 2024 15:18:37 GMT

@Johnny1948

Make sure PM sim is set as Primary and Turn on this line is enabled. And check if outbound calls work. If outbound does not work, then message support agent

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

But if outbound calls work and just not inbound , then it is just a porting problem

Re: Subscription not working after paying

Handy1 — Sun, 22 Dec 2024 15:18:06 GMT

@Johnny1948 So then with iPhone 8 you have new physical sim card for public mobile too. You can port number after you make payment but you need to activate the PM SIM card in the PM app not website

Re: Subscription not working after paying

Johnny1948 — Sun, 22 Dec 2024 15:19:48 GMT

K. I’ll try this.

Re: Subscription not working after paying

hTideGnow — Sun, 22 Dec 2024 15:21:13 GMT

HI @Johnny1948

you made the payment already but you said subscription no working. Did you already request porting?

Re: Subscription not working after paying

Johnny1948 — Sun, 22 Dec 2024 15:28:44 GMT

When I tried to port the number, it said that something went wrong. I still have my previous SIM card in my phone. The text from my previous carrier never came to port the number.

Re: Subscription not working after paying

hTideGnow — Sun, 22 Dec 2024 15:35:18 GMT

HI @Johnny1948

but did you complete the porting step and did you get to the end of the activation step?

For porting, It could be an incomplete port. PM porting support team can help. I have sent you the porting support team number. Please check your Community inbox (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage), check for the number and call

Re: Subscription not working after paying

softech — Sun, 22 Dec 2024 15:40:17 GMT

@Johnny1948

if you got an error at step 5 (Pprting number) or got an Subscription error at step 6, the subscription was never completed and calling porting team won't help. (another indication is that your PM sim should show "Sim not provisioned" or "SOS" on the status screen). You will need to message support instead of calling the porting team

Please private message CS Agent at:
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 working after paying

Johnny1948 — Sun, 22 Dec 2024 15:48:54 GMT

The link doesn’t let me private message customer support. It just gives me another menu of questions.

Re: Subscription not working after paying

Johnny1948 — Sun, 22 Dec 2024 15:50:05 GMT

The link doesn’t let me email customer support. It just gives me another menu of questions.

Re: Subscription not working after paying

softech — Sun, 22 Dec 2024 15:56:05 GMT

@Johnny1948 wrote:
The link doesn’t let me email customer support. It just gives me another menu of questions.

No, you were not using the link I posted, this is the link

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

it should open a message screen to CS agent