topic Re: New Transfer Complete - No Access to Account or Network in Get Support

New Transfer Complete - No Access to Account or Network

IBU5U — Fri, 31 Jan 2025 03:17:18 GMT

Hello,

I've tried to google as much as possible about this issue, but I can not find a resolution.
I transferred from one provider to Public today and completed the steps for transfer.
I got the text messages, confirmed everything, and even got the success message.
It has been more than 5 hours.

The old esim no longer works; now I only have the Public Mobile one.
The problem is that I can not make calls, I can not receive calls, and I have no access to the internet on cellular.
I've tried logging into my Public account on multiple devices and browsers, clearing cache and cookies, etc., but nothing works; I get a "Forbidden A1" error when logging in. On mobile, when I log in, nothing happens - it stays on the login page.

Could I please get some help with this?
Thank you!

Re: New Transfer Complete - No Access to Account or Network

slusagm — Fri, 31 Jan 2025 03:19:31 GMT

your account might not have setup properly, ask PM to check . . Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here

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

Re: New Transfer Complete - No Access to Account or Network

hTideGnow — Fri, 31 Jan 2025 03:20:00 GMT

hi @IBU5U

sound like the port was completed and just your PM account might be the problem

did you check your sim on another phone? Tried reset Network settings?

if same, ask PM support agent for further investigation. 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 Transfer Complete - No Access to Account or Network

IBU5U — Fri, 31 Jan 2025 08:11:46 GMT

UPDATE (01-32-25)
A caution for potential new customers.
After contacting customer support, the above comments were correct - the number ported but somehow the account is not active. They said it was a "draft" account, regardless of having signed up, paid for a plan, and going through the porting process. Their only solution was for me to go out and buy a physical sim card (which they'll reimburse.) I am very disappointed because I was sold on an esims and prefer an esim. I'm astounded that they have no control over their backend to change account statuses and this process overall.

Results may vary - I'm sure it doesn't happen to everyone. But just a word of caution.