topic Re: Activation issue in Get Support

Activation issue

Dre69 — Thu, 13 Feb 2025 01:48:17 GMT

Have bought and installed a physical sim card along woth the purchase of the vouchers to correspond with plan wish to use but am not using any credit cards of any kind without any solution seeming possible.

@CS_Agent

Re: Activation issue

Chalupa_Batman — Thu, 13 Feb 2025 01:49:57 GMT

Hello @Dre69

You will have to contact a CS Agent to open an account for you.

You can submit ticket by direct message:

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

A Customer Service Agent will reply to your community inbox here:

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

Re: Activation issue

slusagm — Thu, 13 Feb 2025 01:54:10 GMT

Sorry, contacting CS agent will not help. PM support cannot help as activation has to be done by credit card or Visa/MC Debit card. So, you have a bank account? Most banks now have their bank card a Visa/MC debit card, you can use that to activate

Also, you can buy a Prepaid credit card from Shoppers Drug Mart or London Drug and use it to pay for the activation (and use the voucher you got for renewal later)

Re: Activation issue

BKNS27 — Thu, 13 Feb 2025 01:56:51 GMT

@Dre69

You can purchase a reloadable CC from any supermarket or gas station and use that.

I don’t think you can use vouchers to activate the SIM now but you can try with a help of a CS_Agent but i doubt it.

Re: Activation issue

Chalupa_Batman — Thu, 13 Feb 2025 02:14:16 GMT

@slusagm wrote:
Sorry, contacting CS agent will not help. PM support cannot help as activation has to be done by credit card or Visa/MC Debit card. So, you have a bank account? Most banks now have their bank card a Visa/MC debit card, you can use that to activate
Also, you can buy a Prepaid credit card from Shoppers Drug Mart or London Drug and use it to pay for the activation (and use the voucher you got for renewal later)

That is 100% incorrect @slusagm . Please refer to this thread from last week.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Refund-for-SIM-Voucher/td-p/1306087

Public Mobile CAN open an account for a customer and they CAN use a voucher to make the payment. It's just that some CS Agents don't know how to. That's why sometimes it needs to be escalated to a supervisor to take care of.

Re: Activation issue

slusagm — Thu, 13 Feb 2025 02:25:07 GMT

@Chalupa_Batman i know you will come back with that thread

that is 100% wrong way of dealing with the situation. Basically it is someone who was unwilling to following the policy and decide to use some unnecessary workarounds. PM was just being nice. We should not encourage people to follow that and make complains on anything just because they don't follow rules and policy

As a long term community, you should encourage people to follow the business policy. Using Prepaid credit card is the right way. Not everything need to contact PM or made unnecessary complains.

Re: Activation issue

computergeek541 — Thu, 13 Feb 2025 02:25:36 GMT

inappropriate/unnecessary argument removed

Re: Activation issue

computergeek541 — Thu, 13 Feb 2025 04:54:13 GMT

Customer suport agents are to activate accounts but leave it in suspended status for customers who do not have a credit card (or Visa/MasterCard debit card). Payment is to be then made to the account using a voucher. This is official company policy as advised by the marketing department at Public Mobile head office who checked on how this type of case should be handled. This policy was put in place almost immediately after the activation systems stopped accepting vouchers. Public Mobile was asked by the oracles specifically about such new customers. While I have seen some information from a few customer support agents saying that they cannot (or will not do that), customer spport agents helping with such activations is the only information that I have been provided with directly by Public Mobile. I have not been advised by anyone at Public Mobile of any change in this policy.

Re: Activation issue

Sansan — Thu, 13 Feb 2025 05:12:08 GMT

@computergeek541 in this case then it appears that very few or only yourself is aware of this policy in the Community. And many cs agents as you've stated is also are either unaware or unwilling to follow the company's own policy.

If this is indeed a policy then and not a workaround or something that can be done upon an escalated issue, if you please can you please @computergeek541 send a communication to PM to

1. Send a communication to all cs agents as a reminder or this is the rule that you are not to decline customers requests to open an account without a CC/MC.

2. Have management or the marketing team indicate on the pink 'Steps To Activate' placard that they should contact cs agents directly if they do not have or want to use one of the listed methods of payments. Most people do, but they have their own personal reasons why they choose not to.

Someone else beside me will be grateful to you.

If a company has a policy and customers are not aware of it, it's a lose/lose situation. It should not be that we have to escalate something that should have and could have been avoided in the first place.

Re: Activation issue

User929449 — Thu, 13 Feb 2025 14:27:40 GMT

You could buy a prepaid card with a dollar, and use that as a form of payment.

Re: Activation issue

slusagm — Thu, 13 Feb 2025 15:45:20 GMT

@computergeek541 i am pretty sure that was how it was done before. That was a short period after the voucher activation was removed from the activation portal but can still be activated with the help of support

But since lately, i think since Public Mobile app was introduced or just shortly after that, PM firmly stopped activation by voucher. All agents reply same, no activation by voucher is allowed. Only that one special case, people push for a complain and PM willing to complete it as an exception