Can't activate my service

[tonyd97]

Hello Public Mobile,

I'm trying to activate my new SIM, but am having major problems. I followed all the steps, but the SIM is still not active and I cannot register for my self serve account. 

My number has ported out of my previous carrier, and I'm now in limbo with no working SIM. Can you please help?

[softech]

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@tonyd97 wrote:

My number has ported out of my previous carrier, and I'm now in limbo with no working SIM. Can you please help?

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@tonyd97   you replied the Text and confirmed the SIM from your previous carrier no longer active and working?

Can you at least make outgoing calls with the PM SIM? or does it show SIM not provisioned ?

there has been some provision issue for PM and yours might be the case.  Open a ticket with PM and they could check on the backend and confirm.

Since you dont have the My Account setup yet, simply message them directly:

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

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[sunflowershine]

@tonyd97 You suppose not to cancel your previous account before your porting in your old phone number to Public Mobile. You still can try to see if the CSA can help in this situation. We are customers with PM in this platform. 

Welcome to PM and hope you will get your issue solved!

[darlicious]

@tonyd97 

It sounds like your sim card did not provision properly upon activation. Ask the CSA to reprovision your sim card. Once they do this your sim card will work and you can finish setting up your self serve account.

[tonyd97]

Okay, thanks. I've done that now. I've also sent a direct message to customer service with the info requested.

[Triguy]

Yes, try replacing your sim to PM one.

[Anonymous]

@tonyd97 

you stuck with Transferring your old Phone Number,

Here’s how to contact Customer Support Agent by CS_Agent,

• you need to send a private message to Customer Support Agent by CS_Agent, by Click Here link. 

• please include in your message,
  
• phone number,
• which carrier,
• Check your private message inbox (click on the envelope top right of your screen)

[tonyd97]

Hi Triguy,

Yes, I received that message and replied. Now my service with my previous provider has been cancelled.

I have my old SIM from my previous provider in the phone it was always in. My new Public Mobile SIM is in my new phone.

Could that be the issue? Should I move the Public Mobile SIM into the old phone?

[Triguy · Accepted solution]

@tonyd97 @Does your service still work from your previous provider ?  You need to leave the sim from your previous provider and reply to the port request

I sent you a private message with the Telus port ING department if you need the request to be resent.