topic Re: New activation - Not working in Get Support

New activation - Not working

Kris2025 — Thu, 03 Apr 2025 21:11:26 GMT

It is been nearly 48 hours since I have made payment and activated a new mobile service. I did not port a number, this a brand new number given by PM.
As of now

- incoming calls not working

- sms not working

I can not setup My Account, as PM sends OTP as SMS, and SMS is not working.

Opened a ticket two days back, support asked for my email address and sent them that. No response from support.

Any thoughts on what I can do?

Re: New activation - Not working

hairbag1 — Wed, 02 Apr 2025 19:00:37 GMT

@Kris2025

sent Customer Support a follow-up request for help, using this link..

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

Re: New activation - Not working

Kris2025 — Wed, 02 Apr 2025 19:05:14 GMT

Hi, I created a followup ticket 4 hours back. No response to that as well.

Re: New activation - Not working

hairbag1 — Wed, 02 Apr 2025 19:08:22 GMT

@Kris2025

unfortunately, you must wait for their help now. Make sure to watch the little envelop icon on top right side of the page will be highlighted when they respond.

Re: New activation - Not working

Kris2025 — Wed, 02 Apr 2025 19:13:52 GMT

Which is the envelop icon?

I thought I will get email notification when they respond, right?

Re: New activation - Not working

BKNS27 — Wed, 02 Apr 2025 19:23:19 GMT

@Kris2025

Tap on your avatar top right then under Messages.

Re: New activation - Not working

Kris2025 — Wed, 02 Apr 2025 19:28:32 GMT

Got it, thanks

Re: New activation - Not working

Kris2025 — Wed, 02 Apr 2025 21:39:46 GMT

The agent said they have reset network from their end and asked me to turn off and turn on the phone. Still it is not working

incoming calls - not working

incoming/outgoing sms - not working

Re: New activation - Not working

Kris2025 — Wed, 02 Apr 2025 22:43:45 GMT

The agent asked me to reset network settings on my phone. I did that and restarted the phone, it is still not working. I am get a message “The number is not in service. This is a recording”.

Re: New activation - Not working

Kris2025 — Wed, 02 Apr 2025 23:21:55 GMT

Agent asked me to put PM SIM card on another phone, I did that, still not able to receive calls and send/receive sms.

Re: New activation - Not working

Kris2025 — Wed, 02 Apr 2025 23:47:10 GMT

Now the agent said something is wrong in the backend and she is passing to the technical support team, she has given me the tech teams support ticket number.

Re: New activation - Not working

Kris2025 — Thu, 03 Apr 2025 20:44:20 GMT

I got a call from Koodo support. I was able to receive the call, so I think the service is activated now.

Koodo support said the number assigned to me during setup is not available, that was the reason for the delay in activation. He has assigned a different phone number to me.

When I try to setup a PM mobile app, the OTP is still sent to the number that was originally assigned to me. So unable to setup the app. I have updated the ticket with this issue, hoping to get a resolution soon.

Re: New activation - Not working

slusagm — Thu, 03 Apr 2025 20:49:04 GMT

on that code screen when you login , click Didn't receive code or Resend code, then click Send Email to get the code via email. After you logged in, go to Profile (or Account page), click Manage EverSafe ID and then you can update the phone number

if you really cannot login, then PM needs to help with it. 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

CS_Agent will reply to your community inbox, check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: New activation - Not working

Kris2025 — Thu, 03 Apr 2025 21:53:38 GMT

The PB app setup first sends an OTP to my email address. I get that and enter it. It then sends another OTP to the number that was assigned to me. There is an option called Resend, however there is no option to resent to my email; there are only options to resend sms to the phone number or send a voice message. Both options are not good as both will goto the old number assigned to me.

Re: New activation - Not working

Kris2025 — Fri, 04 Apr 2025 15:38:12 GMT

An agent shows up and says try changing the SIM card with another phone. I tell her to read the case transcript and that it will not make a difference as my sim is working on the phone, only that I do not receive OTP for setting up the app.

Today I received an sms with a code and the sms asks to provide the code to CS Agent. Also got a message from an agent for this code. So sent that code to them.

Re: New activation - Not working

Kris2025 — Fri, 04 Apr 2025 16:11:28 GMT

As I sent the code to the agent, the agent replied saying it would take 48 ours to change records, so that my account will reflect the new number assigned to me. For now the service works, so all good, I need them to do this so that I can setup PM mobile app. I find it interesting that I made payment on March 31st and today is April 4th and still waiting for them to to fix issue.

Re: New activation - Not working

Kris2025 — Sat, 05 Apr 2025 20:09:07 GMT

Almost five days it had taken to complete the setup, a lot of waiting and testing patience. Finally, I have got everything working. Like to thank some of the support reps, not sure I can mention their names. All good for now.