topic Re: New customer in Get Support

New customer

Metalmaiden — Wed, 22 Jan 2025 20:28:19 GMT

I became a new customer yesterday. My payment went through and I tried to switch my phone number over from Telus, but they took my phone number back. So now I have absolutely no service from Telus or from Public Mobile and my payment went through. i would like help to activate my subscription. I dont care if I have the same phone number, I’ll take a different one. I just need this up and running ASAP

Re: New customer

hTideGnow — Wed, 22 Jan 2025 18:28:17 GMT

hi @Metalmaiden

you are lucky, Telus owns PM and should be able to sort it out easily.

But is your PM sim working at all? it might be just an account setup problem. But check with PM CS agent first

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: New customer

Metalmaiden — Wed, 22 Jan 2025 18:32:06 GMT

OK, I’m new to all of this data app stuff. The SIM card that I have now is my ex-boyfriend’s and he was vicious and found out. I was trying to get a different plan and he cancelled my number. That is the problem right now tell us took the number back I didn’t get my eSIM. I don’t have my data. I have been racking my brain with this whole app and it just keeps throwing me back to login login login

Re: New customer

AK32 — Wed, 22 Jan 2025 18:33:33 GMT

Hey there, welcome to PM!
Did you try to do a number port and thats where it got messed up? if so, you will have to contact a PM customer service agent if you want to correct the port and keep your current number. you can message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

If you dont care about your number, you can select a new number through My Account.

Re: New customer

hTideGnow — Wed, 22 Jan 2025 18:34:21 GMT

hi @Metalmaiden

not sure if you completed the esim setup with the PM account. If not, pick a new number first

then message PM support and tell them the number you want to port was from Telus, they can do it even the Telus account was closed

Re: New customer

Metalmaiden — Wed, 22 Jan 2025 18:36:42 GMT

I did try to go in and reset up the eSIM and to pick a number given, but it keeps wanting me to do another payment

Re: New customer

hTideGnow — Wed, 22 Jan 2025 18:38:19 GMT

@Metalmaiden wrote:
I did try to go in and reset up the eSIM and to pick a number given, but it keeps wanting me to do another payment

HI @Metalmaiden

then don't do anything yet, just message support agent and explain them the situation and wait for them to suggest

Re: New customer

Metalmaiden — Wed, 22 Jan 2025 18:38:38 GMT

I have Sent a message to a PM Just waiting for response now.

Re: New customer

AK32 — Wed, 22 Jan 2025 18:40:49 GMT

Have you checked your payment card to make sure a payment actually went through/you were charged? If you were charged, you should have an active account that you can select a new number and use your services. If you have been charged, but it is saying you dont have any service/not letting you choose a number, then proceed with messaging PM and wait for their advice, they should be able to help you retrieve your old number.