Activation of SIM

[amuddin]

It's been almost two weeks since i activated my new account under phone # 5**-***-***2 but unfortunately my SIM is not activated and upon showing it to a Rogers/Public Mobile outlet in a shopping mall the attendant there told me that SIM is corrupted, you need to replace it. Kindly advise as i didn't use my account and the payment was already made for nothing.

Thanks

[esjliv]

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@amuddin wrote:

I purchased SIM card online from Public Mobile website and it was delivered to my home address after a week, i went to Tellus / Public Mobile (not Rogers as indicated earlier) kiosk at Southgate Edmonton

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@amuddin - how would that agent know your SIM card is corrupt? Did they have some special SIM tester 🙂

What troubleshooting did they, or you, try? Any or all of the below?

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

If issues persist, and you were charged for the SIM card activation, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[amuddin]

I purchased SIM card online from Public Mobile website and it was delivered to my home address after a week, i went to Tellus / Public Mobile (not Rogers as indicated earlier) kiosk at Southgate Edmonton

[JL9]

If it is an issue where the sim is defective, you can pick another one up and reach out to customer service and they can credit you for the defective one plus the new one. There are some better options than others. CCS is the cheapest, but I'd you want one right away there are many in store options around. 

[darlicious · Accepted solution]

@amuddin 

If you have no services on your pm sim card then the SIM card did not provision correctly upon activation. Put that in your subject line and leave a detailed message to customer support. They will provision your SIM card to your account to get your services working. Ask them if they will give you a partial credit for not having service for the past two weeks as a good will gesture.

Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within an hour however there has been a major system issue from yesterday so you may have to wait longer for a reply than usual.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[ShawnC13]

Where does you get the SIM from?  What public mobile kiosk did you go to as I don't think Rogers would be there as well unless you were at a 3rd party retailer that offers services of many providers.