topic Sim card and porting not working in Get Support

Sim card and porting not working

Cdklwong — Mon, 07 Jul 2025 22:38:16 GMT

Hello,

I got an error saying to contact customer support when tried to activate my sim card.

Re: Sim card and porting not working

hTideGnow — Mon, 07 Jul 2025 20:05:01 GMT

were you using the app? did you get to Step 6 and got that error?

ask PM support agent to help. You can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Sim card and porting not working

slusagm — Mon, 07 Jul 2025 20:05:37 GMT

i think it is a problem with the sim provisioning. Please ask PM to check if the account was activated.

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 between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Sim card and porting not working

Cdklwong — Mon, 07 Jul 2025 20:09:03 GMT

It was during the account activation. I am trying to login in my account now; but it says that the sim card is already in use. So i'm stuck.

Re: Sim card and porting not working

slusagm — Mon, 07 Jul 2025 20:11:02 GMT

@Cdklwong you are still good, you just need to message PM for help. Use the link provided above to message them

Re: Sim card and porting not working

yb1 — Mon, 07 Jul 2025 20:16:00 GMT

I'm experiencing the same problem. Getting "Subscription not activated" in the phone app, after entering all relevant details. Attempting to port number from Fido.

Have reached out to CS_agent, as instructed by someone from sales, and was promised a very quick reply as they had no other messages at the time. Half an hour later, silence. Frustrating.

// edit - Support replied, and I received an SMS from Fido asking me to confirm transferring numbers. Seems things are moving.

Re: Sim card and porting not working

slusagm — Mon, 07 Jul 2025 20:16:04 GMT

@yb1

check the community inbox, maybe they replied
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Message them again if not

Re: Sim card and porting not working

Cdklwong — Mon, 07 Jul 2025 20:20:17 GMT

They replied asking for phone number and account number from my previous provider. Just going to wait now