topic Re: New activation - Not working in Get Support

New activation - Not working

Kris2025 — Tue, 01 Apr 2025 19:01:18 GMT

I got a new SIM card from PM and activated my account around 24hrs back. Since then I am able to make calls and use data. I am unable to receive calls, also not able to send and receive sms.

so out going calls - working

data - working

incoming calls - not working

incoming and outgoing sms - not working

Since sms is not working I am unable to get OTP to setup the PM app.

I have opened a ticket around 20yrs back and no replies from support. A bit frustrating. Do you know all know what’s happening and how to fix this issue?

thank you

Re: New activation - Not working

Kris2025 — Tue, 01 Apr 2025 19:02:19 GMT

20hrs I meant

Re: New activation - Not working

hairbag1 — Tue, 01 Apr 2025 19:08:53 GMT

@Kris2025

click on the envelop icon on top right side of the page...I sent you a number to call to get help with the port of your old number.

Re: New activation - Not working

Pitou123 — Tue, 01 Apr 2025 20:30:18 GMT

Get ready to wait, I ported my number over last Saturday to Public Mobile and as of noon today I still didn’t have the ability to receive text, which means it’s very difficult to get codes to unlock things. After spending almost all day on the phone with the chat line on Saturday And part of Sunday I gave up I ported my number over to Bell Canada. They had a really good special on right now it’s just not worth the frustration. One of the most frustrating things was that one of the customer service reps sent me a copy Of the terms and conditions that I agreed to when I joined public mobility, which stated that they had up to 72 hours to resolve a problem, I found that insulting an arrogant. Good luck.

Re: New activation - Not working

hTideGnow — Tue, 01 Apr 2025 20:39:55 GMT

hi @Pitou123 how does the terms and conditions look like? can you post the link?

Re: New activation - Not working

funpig1 — Tue, 01 Apr 2025 23:22:33 GMT

The Public mobile help articles say that response times will be 30 minutes but can be up to 48 hours. Believe me, it can be longer than that when times are busy during big promotions. I have had cases where there have been no reply at all. All you can do is send another private message to the customer agent. Sorry it did not work out for you.

Re: New activation - Not working

Kris2025 — Tue, 01 Apr 2025 23:48:03 GMT

Thanks. I am not porting my number from a different carrier to PM. I activated a brand new subscription. Are you saying though I am not porting, the number assigned to me by PM is currently registered with any other career and I need to initiate porting?

Re: New activation - Not working

hTideGnow — Tue, 01 Apr 2025 23:54:03 GMT

hi @Kris2025 so you picked a new number when you activated?

quickest way is to choose another new phone number. can you login My Account?? if so, login My Account and go to Profile and pick a new phone number by clicking the pencil beside phone number

if you cannot login , ask PM agent to help. you can submit by direct message:

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

Support will reply via Community inbox here within 2 to 4 hours:

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

Re: New activation - Not working

Kris2025 — Wed, 02 Apr 2025 00:01:32 GMT

Hi, thanks. I can not log into My Account. To activate my account I need OTPs sent to my email and to the new phone. I am getting email OTPs, but not SMS otp, as the new line is not getting sms.

Re: New activation - Not working

hTideGnow — Wed, 02 Apr 2025 00:05:31 GMT

hi @Kris2025 then as said above, use the message link to message PM support agent

Re: New activation - Not working

Kris2025 — Wed, 02 Apr 2025 00:07:05 GMT

Yes. I have opened a ticket more than 24hrs ago. I got a reply an hour back from the agent asking for my email, I have sent them and hope to hear back soon.

Re: New activation - Not working

Kris2025 — Wed, 02 Apr 2025 14:49:57 GMT

36 hours and counting since PM received the payment for service. I am not porting a number, just activating a new number given by PM, however still can’t receive calls or use SMS.