topic Re: New subscription error in Get Support

New subscription error

Cherylwi — Sun, 29 Jun 2025 21:39:59 GMT

I currently have service with my phone for last few years. My wife's Bell contract finally ended and she has been paying month per month and now we want to switch her phone over. We purchased a SIM card locally from the Telus store. We came home and we started the activation process. We transferred her number. We assigned the new SIM card number and it has already charged my MasterCard. However, during the end of the process we received an error that we cannot go any further and would have to contact customer support. The chat AI bought has been taking me in circles and I have been unable to contact a representative to address this issue her phone is a newer Google pixel 8. Each time I log into her new account with public mobile, it continuously tells me to finish the process from the point of adding a SIM card. Every time I go to re-enter the SIM card number that is on the SIM card it says it's already in use. What are other ways to be able to contact a customer service representative?

Re: New subscription error

BKNS27 — Sun, 29 Jun 2025 13:40:59 GMT

@Cherylwi

On the Chat icon, just type in Submit a Ticket or dm a CS_Agent:

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

This seems to be an issue for a few new members.

Re: New subscription error

Cherylwi — Sun, 29 Jun 2025 13:47:13 GMT

Thank you. I will try this

Re: New subscription error

Yummy — Sun, 29 Jun 2025 14:08:43 GMT

Both accounts have to be active in order to transfer number.

If you initiated transfer from Bell to nonexciting account then (since you did not active PM SIM yet) most likely Bell account is now closed. Kind of complicated situation.

Confirm First your Bell account is still active - call the number. And if yes open a ticket through chatbot and ask agent for advise what to do.

Re: New subscription error

Dunkman — Sun, 29 Jun 2025 14:45:57 GMT

@Cherylwi

Did you download the PM app on your wife's phone to finish off the activation?

Re: New subscription error

Cherylwi — Sun, 29 Jun 2025 14:47:01 GMT

Yes I'm dealing with a customer service representative right now

Re: New subscription error

BKNS27 — Sun, 29 Jun 2025 16:02:17 GMT

@Cherylwi

Sorry, you can’t pick yourself as a solved solution. An Oracle will notify you and remove. You need to pick another member who had the best solution to your issue.

Re: New subscription error

Cherylwi — Sun, 29 Jun 2025 16:11:05 GMT

Sorry I'm new to this. The AI sucked and there's not much service Representatives. It's not what I was expecting coming from Bell where I had a physical person I could talk to. How do I go about removing this?

Re: New subscription error

BKNS27 — Sun, 29 Jun 2025 18:21:37 GMT

@Cherylwi

Just click on the solve solution or a cancel button again and it will remove you solution. It has been a long time since I click on solve solutions.

Re: New subscription error

computergeek541 — Sun, 29 Jun 2025 20:50:28 GMT

self solution removed