topic Re: Activated a SIM card but phone number not activated in Get Support

Activated a SIM card but phone number not activated

Harrypotter92 — Thu, 24 Apr 2025 18:27:14 GMT

Is there anyone who can help me with activating the phone number on the SIM card?

Re: Activated a SIM card but phone number not activated

TheSterlinger — Thu, 24 Apr 2025 18:31:07 GMT

You download the app and followed options still not working? Esim or physical sim? Did you restart phone?

If still not working, Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

'Contact Us', and choose your topic.

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

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Activated a SIM card but phone number not activated

slusagm — Thu, 24 Apr 2025 18:33:15 GMT

did you use the Public Mobile app to subscribed? If you used the website to start subscription, you will need to use the app to pick the phone number, have you done that step yet

if not, you can download the PM app , login and complete the steps. But if you were using the app and got to Step 6 and got the problem, then you will need PM to help. 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: Activated a SIM card but phone number not activated

hTideGnow — Thu, 24 Apr 2025 18:40:22 GMT

hi @Harrypotter92

how you know the phone number is not activated? You have tested the sim card in the phone? does mobile data work? it shows connected to PM network? Did you try Reset Network settings? or did you try your sim card on another phone?

if you have completed the activation process using PM app, then make sure you can find PM sim on your phone's Sim Card Manager or Settings->Cellular screen , make sure it is enabled or Turn on this line is showing On if you are using iPhone. And make sure your PM sim is set as Primary

Re: Activated a SIM card but phone number not activated

Harrypotter92 — Thu, 24 Apr 2025 18:44:47 GMT

I subscribed, paid, and activated my SIM card. Then I was shown the page to select phone number. By the time I chose my phone number, the app did not go forward with my phone number activation saying there is an error and have to contact customer service agent. Since I already activated my SIM card, I cannot activate it again.

Re: Activated a SIM card but phone number not activated

slusagm — Thu, 24 Apr 2025 18:47:07 GMT

@Harrypotter92

was that step 5 you got stuck or you were at step 6 showing Activating and then got the error?

anyway, use the link I provided above to open a ticket with PM and they can help

Re: Activated a SIM card but phone number not activated

Harrypotter92 — Thu, 24 Apr 2025 18:50:40 GMT

It was step 6 that I got the error message when I chose the number.

Re: Activated a SIM card but phone number not activated

hTideGnow — Thu, 24 Apr 2025 18:51:58 GMT

hi @Harrypotter92

this is a common step to have error. PM support agent can help to resolve it quickly. Please submit a ticket with agent and they can assist

Re: Activated a SIM card but phone number not activated

Harrypotter92 — Thu, 24 Apr 2025 18:54:12 GMT

Thank you. I m now in contact with CS agent.

Re: Activated a SIM card but phone number not activated

CSA_PM — Thu, 24 Apr 2025 18:54:32 GMT

Hi there,

I sent you a private message. You can view and reply to the message by accessing the link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Activated a SIM card but phone number not activated

Harrypotter92 — Thu, 24 Apr 2025 18:55:19 GMT

I just replied to you with all the information except the phone number.

Re: Activated a SIM card but phone number not activated

slusagm — Thu, 24 Apr 2025 19:06:20 GMT

@Harrypotter92 wrote:
I just replied to you with all the information except the phone number.

@Harrypotter92 you are in good hands now. Thanks @CSA_PM for taking over