Activation and account issues. May need Mod.

[bmatthews]

***EDIT***
My daughter's phone is now hooked up to Public Mobile. Thanks for your help, everyone!
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Original Message:
I've been with Public Mobile for quite some time now. I'm hooking up my daughter's phone and there's been issues.

I was using the Chrome browser on my phone to sign her up at first. I entered the SIM number, all the information, went through the process of picking a number and got to the spot where it showed all the information I had filled in. I noticed I put the alternative number incorrectly, so I clicked the Previous button and clicked through the warnings that I'd have to resubmit form data. When I tried to enter in the information again, it said the SIM was reserved for someone. I assume that's because it picked up the SIM at least. The message advised me to wait before trying again.

Later, I went through all the steps again, picked her plan and tried for payment. I saw a screen with a dark grey thin window across the screen saying to hold on a bit. (I forget what the actual words were). Something happened and the message said to try in 50 minutes. I waited around 55 and tried again.

This time I tried from the Chrome browser on my computer and I kept getting invalid SIM number. It was for sure the right number. I figured maybe it was just going to sit on invalid regardless of if it was right, as some sites do. I got a 404 error message. 

I went to Edge and tried there just in case it was a browser issue. That also didn't help.

Since reading posts in the community I called her on her sister's phone to get her to check her bank. She said a payment had been taken out. 

What should I do now? It's been so long since I needed a moderator for anything that I forget how this works. Thanks!

[computergeek541]

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@darlicious wrote:

@gblackma  @CannonFodder  As of December 2017 all phones purchased outright or thru a contract or tab are unlocked. A mobile provider cannot for any reason lock your phone since that date. If your phone was provided to you before December 2017 (by even one day) it will be carrier locked. This might explain @CannonFodder puzzlement.

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Carriers did start providing some unlocked phones before the deadline. Since the carriers had to get the manufactuers to lock the phones, it wasn't realistic to keep having the those manufactuers to keep locking the phones only to need to have someone enter an unlock code as soon as they were sold. Even after the mandatory unlock, it was possible (and still is if old inventory) to get a phone that is locked to the carrier straight out-of-the-box.  If you get a phone that is locked, as you know, the carrier does have to get it unlocked for the customer.

[darlicious]

@gblackma  @CannonFodder  As of December 2017 all phones purchased outright or thru a contract or tab are unlocked. A mobile provider cannot for any reason lock your phone since that date. If your phone was provided to you before December 2017 (by even one day) it will be carrier locked. This might explain @CannonFodder puzzlement.

[gblackma]

You are welcome again @Theresa96 . You are half way there now.👍

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@Theresa96 wrote:

I'm online now, thanks for your help everyone ^_^ 

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[Jb456]

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@Theresa96 wrote:

I'm online now, thanks for your help everyone ^_^ 

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Welcome to Public Mobile 🙂

[Theresa96]

I'm online now, thanks for your help everyone ^_^ 

[gblackma]

@bmatthews From Dec 2017, The manufacturers  are required to make them unlocked. However , the providers when they give those free phones on 2 year plans, lock the phones to keep unscrupulous customers from absconding with them before the plan is up. Lol .

[bmatthews]

Things are at a standstill atm, likely her sister's phone is out of power, but we will keep at it when she is back. Thanks, everyone!

[bmatthews]

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@CannonFodder wrote:

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@bmatthews wrote:

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@Jb456 wrote:

Also what kind of phone does she have?

Need to make sure it's compatible with Public Mobile frequency and also it needs to be unlocked.

---

Just figured out how to quote so it's easier to see who I'm replying to LOL.
She has a Samsung S7 like mine.

I didn't even think about the carrier unlock. If that's it, Samsung gives codes for free, or at least they did as they gave me mine. I'll look into that next.

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Interesting..... I guess different carriers, even within Canada, do different things with their phones, because there was an S7 included in my wife's previous Rogers "Share Everything" plan, and the other two phones on that plan both needed to be unlocked, but the S7 was unlocked from day 1. 🤔 

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There was a point a few years ago when I was doing tech support for a mobile carrier,  where the CRTC made it so all new phones were sold unlocked. I'm not sure it's still that way, but I'm guessing so.

[Jb456]

@Theresa96 I'd suggest you try accessing the self serve account soon if you can't access it try creating the account again at link below..AS system maintenance starts in 45 minutes.

https://selfserve.publicmobile.ca/self-registration/

[gblackma]

You are welcome @Theresa96 . Glad that we could help you.  Have a great weekend. Welcome to PM .

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@Theresa96 wrote:

Replying on this to follow as it's my phone mom is trying to hook up. Thanks for your help everyone 🙂

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[Jb456]

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@Theresa96 wrote:

Replying on this to follow as it's my phone mom is trying to hook up. Thanks for your help everyone 🙂

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Welcome @Theresa96 ..keep us in the loop of what is working on the phone and if you got it unlocked. 

[Theresa96]

Replying on this to follow as it's my phone mom is trying to hook up. Thanks for your help everyone 🙂

[CannonFodder]

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@bmatthews wrote:

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@Jb456 wrote:

Also what kind of phone does she have?

Need to make sure it's compatible with Public Mobile frequency and also it needs to be unlocked.

---

Just figured out how to quote so it's easier to see who I'm replying to LOL.
She has a Samsung S7 like mine.

I didn't even think about the carrier unlock. If that's it, Samsung gives codes for free, or at least they did as they gave me mine. I'll look into that next.

---

Interesting..... I guess different carriers, even within Canada, do different things with their phones, because there was an S7 included in my wife's previous Rogers "Share Everything" plan, and the other two phones on that plan both needed to be unlocked, but the S7 was unlocked from day 1. 🤔 

[Jb456]

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@bmatthews wrote:

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@Jb456 wrote:

Also what kind of phone does she have?

Need to make sure it's compatible with Public Mobile frequency and also it needs to be unlocked.

---

Just figured out how to quote so it's easier to see who I'm replying to LOL.
She has a Samsung S7 like mine.

---

Yes will work provided it's unlocked. If not Samsung provides unlock code through chat. Just go to Samsung Canada then contact us page and open a chat.

Now as for before from my other post. 

Have her put public mobile sim card in and reboot phone..test if anything works...let us know what is working and what's not...call in/out, text in /out, MMS text and data.

And if you can get into self serve account.

[bmatthews]

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@Jb456 wrote:

Also what kind of phone does she have?

Need to make sure it's compatible with Public Mobile frequency and also it needs to be unlocked.

---

Just figured out how to quote so it's easier to see who I'm replying to LOL.
She has a Samsung S7 like mine.

I didn't even think about the carrier unlock. If that's it, Samsung gives codes for free, or at least they did as they gave me mine. I'll look into that next.

[Jb456]

Also what kind of phone does she have?

Need to make sure it's compatible with Public Mobile frequency and also it needs to be unlocked.

[CannonFodder]

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@bmatthews wrote:

That could be the issue right there. Thanks for the heads up!

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I doubt it, since that system maintenance isn't supposed to launch for another hour.....

[bmatthews]

That could be the issue right there. Thanks for the heads up!

[CannonFodder]

@bmatthews  Also, just be aware of this: https://productioncommunity.publicmobile.ca/t5/Announcements/System-maintenance-On-February-2nd-2020...

Depending on when you try gettin' into the meat of the issue, the above MIGHT hinder your progress, and/or the progress a Mod may be able to make on your behalf.

[Jb456]

Since payment has been taken out!

Have her put sim in and check if everything works. Calls in and out, text in and out, MMS picture text as well as data.

The back button causes these issues most of the time.

Try logging into the self serve account and check if that processed. If you can get in then check if the account says active.

If you can't or says incorrect info. Maybe it did not create the account due to the errors you encountered.

So go to this link below and try to create the account again.

https://selfserve.publicmobile.ca/self-registration/

[bmatthews]

Okay, will do. Thanks!

[geopublic]

@bmatthews  Insert the sim in the device and check to see if it connects to the network. If yes, try to access your selfserve account. If you can't then click here to register your selfserve account.

If you still can't access your account then you will need to submit a ticket to PM for help.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking the icon below:

If you are still having problems contacting Public Mobile then click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team 

[gblackma]

@bmatthews  to contact a moderator and explain your situation. Click on the green questionmark in the white circle at the bottom right of your screen . This connects to the autobot Simon . Type moderator and follow the prompts to get to one . (CLICK on account specific question and human and submit a ticket ).  Or contact them directly using this link https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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@bmatthews wrote:

I've been with Public Mobile for quite some time now. I'm hooking up my daughter's phone and there's been issues.

I was using the Chrome browser on my phone to sign her up at first. I entered the SIM number, all the information, went through the process of picking a number and got to the spot where it showed all the information I had filled in. I noticed I put the alternative number incorrectly, so I clicked the Previous button and clicked through the warnings that I'd have to resubmit form data. When I tried to enter in the information again, it said the SIM was reserved for someone. I assume that's because it picked up the SIM at least. The message advised me to wait before trying again.

Later, I went through all the steps again, picked her plan and tried for payment. I saw a screen with a dark grey thin window across the screen saying to hold on a bit. (I forget what the actual words were). Something happened and the message said to try in 50 minutes. I waited around 55 and tried again.

This time I tried from the Chrome browser on my computer and I kept getting invalid SIM number. It was for sure the right number. I figured maybe it was just going to sit on invalid regardless of if it was right, as some sites do. I got a 404 error message. 

I went to Edge and tried there just in case it was a browser issue. That also didn't help.

Since reading posts in the community I called her on her sister's phone to get her to check her bank. She said a payment had been taken out. 

What should I do now? It's been so long since I needed a moderator for anything that I forget how this works. Thanks!

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[bmatthews]

Yes she tried the SIM. I'll likely get her to try it again shortly, just in case.

[bmatthews]

Awesome. Thank you!

[Steve486]

Have you tried putting the sim in and seeing if it connects? If the charge went through, then it should be activated?

[Staliger · Accepted solution]

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@bmatthews wrote:

I've been with Public Mobile for quite some time now. I'm hooking up my daughter's phone and there's been issues.

I was using the Chrome browser on my phone to sign her up at first. I entered the SIM number, all the information, went through the process of picking a number and got to the spot where it showed all the information I had filled in. I noticed I put the alternative number incorrectly, so I clicked the Previous button and clicked through the warnings that I'd have to resubmit form data. When I tried to enter in the information again, it said the SIM was reserved for someone. I assume that's because it picked up the SIM at least. The message advised me to wait before trying again.

Later, I went through all the steps again, picked her plan and tried for payment. I saw a screen with a dark grey thin window across the screen saying to hold on a bit. (I forget what the actual words were). Something happened and the message said to try in 50 minutes. I waited around 55 and tried again.

This time I tried from the Chrome browser on my computer and I kept getting invalid SIM number. It was for sure the right number. I figured maybe it was just going to sit on invalid regardless of if it was right, as some sites do. I got a 404 error message. 

I went to Edge and tried there just in case it was a browser issue. That also didn't help.

Since reading posts in the community I called her on her sister's phone to get her to check her bank. She said a payment had been taken out. 

What should I do now? It's been so long since I needed a moderator for anything that I forget how this works. Thanks!

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@bmatthews To contact moderators who can help, click the "?" in lower right side of the page, type "contact moderator", and follow directions, OR send a message: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437