Cannot Activate - former koodo customer... blocked

[scardinal3]

Hi...

Was with Koodo... though I was doing a good move going to Fongo...NO!!!!

So... purchased a SIM card for Public Mobile and surprise... I'M BLOCKED!!! when I get to pay... the transaction goes thru (under KOODO TOP UP REAPPROV and underneath PUBLIC MOBILE @ 0$ ) ????

Why am I blocked? There is no where to call??

That sucks!!!

Sylvain

[scardinal3]

Two possible issues... the caps on the payment form AND I did not attempt to port old number... that had been registered with Koodo once before...

So...for now I have a new number (that worked) and have placed a request to port number from Fongo.

I have network connection...all works ok for now.

thanks, all

[darlicious]

Still wondering what the actual problem was? And what part if @gpixel solution worked? Was it just a matter of wait 50 min. And start again?

[geopublic]

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@scardinal3 wrote:

I know...Telus made us all confused 😉

1.Was with Koodo;

2.Port it over to Fongo (VOip)...mistake!! (at this point... i am NOT with koodo anymore)

3.Saw public mobile, puchased a SIM... started the process to port over from FONGO... all good until payment page... payment failure (no CC issues...tried two different cards...same message... and on my CC... is says KOODO TOP UP REAPPRO ....and they CHARGED ME! and did not proceed.... 

So...here is my technical assumption...Public and Koodo uses the same user DB in the background... i'm "transferred" as far as the DB is concerned and FLAGGED as such...i CANNOT come back!!!!

That's when you would like to fire someone for doing such a lousy job on the coding 😉

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@scardinal3  Just for the record. Even though Koodo and Public Mobile share some backend info they are separate systems. When you ported out from Koodo to go to Fongo that would not  prohibit you from activating a new account with Public Mobile and porting in your number from Fongo. So there is nothing wrong with the coding!!

[gpixel · Accepted solution]

@scardinal3 the website is terribly coded I agree!. whenever you would like to change plans or purchase an add-on. always follow the two step process. add "available funds" in your account and then pick your add on or new plan etc. and you'll have a much better experience! 👍

anytime you're proceeding to the next page and its loading, keep wiggling your mouse curser so the system doesn't hang. do this till the next page loads.

when registering your credit card use all capital letters and leave the apt field blank. after clicking "process payment" don't forget to keep wiggling your mouse 👍

then insert your sim, reset your network settings and restart your phone

[geopublic]

---

@scardinal3 wrote:

I know...Telus made us all confused 😉

1.Was with Koodo;

2.Port it over to Fongo (VOip)...mistake!! (at this point... i am NOT with koodo anymore)

3.Saw public mobile, puchased a SIM... started the process to port over from FONGO... all good until payment page... payment failure (no CC issues...tried two different cards...same message... and on my CC... is says KOODO TOP UP REAPPRO ....and they CHARGED ME! and did not proceed.... 

So...here is my technical assumption...Public and Koodo uses the same user DB in the background... i'm "transferred" as far as the DB is concerned and FLAGGED as such...i CANNOT come back!!!!

That's when you would like to fire someone for doing such a lousy job on the coding 😉

---

@scardinal3  the cc failure is a common occurrence when activating so not a big deal. Insert the Public Mobile sim card in your device. Does it connect to the Public Mobile network? If yes, dial 611 is your account active? If yes, try accessing your selfserve account. If you can't the try to create one here:

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

If you can't connect to the Public Mobile network then you need to wait an hour for the current session to clear before attempting the activation again.

Note also that porting a number from a VOIP provider could take up to 5 days to complete. Best to chose a temp number during activation and once everything is working try to port in your number from Fongo.

[darlicious]

@scardinal3 

If your credit card has been charged then try and access or set up your self serve account. If you are unable to do this contact the moderators to finish setting up your account. Fongo could take up to a week or more to port over your number. Have the moderators assign you a temporary number to use while you wait for the Fongo port to complete. The moderators can by contacted by clicking on the (?) At the bottom right corner of your screen to submit a ticket via Simon. Type port request and self serve set up and then human and follow the prompts to submit a ticket. Alternatively you can send a private message to the moderators.

If you send a private message to the moderators put Moderator_team in the send bar and in the subject line " self serve account set up and porting from fongo" and explain your issue in detail. Include the following in your message:

1. Full name and address on your account.
2. Email, phone number# being ported from fongo and pin#.
3. If you don't know your pin# include at least three of the following:
4. Last payment, date,amount, type and last 4 digits.
5. Alternate phone # if any.
6. Date of birth.
7. Autopay y/n?  Type, last 4 digits.
8. Plan amount.
9. Security question and answer.

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 message from the moderators. Responding promptly to messages will speed up service times. Allow for a minimum 2 to 8 hours (up to 48 hours) for a response. Wait times are currently longer than usual especially for non urgent requests. Yours should be given priority.

[scardinal3]

I know...Telus made us all confused 😉

1.Was with Koodo;

2.Port it over to Fongo (VOip)...mistake!! (at this point... i am NOT with koodo anymore)

3.Saw public mobile, puchased a SIM... started the process to port over from FONGO... all good until payment page... payment failure (no CC issues...tried two different cards...same message... and on my CC... is says KOODO TOP UP REAPPRO ....and they CHARGED ME! and did not proceed.... 

So...here is my technical assumption...Public and Koodo uses the same user DB in the background... i'm "transferred" as far as the DB is concerned and FLAGGED as such...i CANNOT come back!!!!

That's when you would like to fire someone for doing such a lousy job on the coding 😉

[darlicious]

@scardinal3 

I'm a little confused.....are you saying you have activated the public mobile sim card but you are having trouble getting the payment to go thru? Is it showing on your credit card as koodo? Have you recieved a welcome email or text from public mobile? Are you able to access or set up your self serve account? We need a little more info to help you out.

[esjliv]

Hello @scardinal3 ,

Is your Koodo a postpaid/monthly or a prepaid plan?

Porting from Koodo:

If your switching from Koodo postpaid your can port-in your number during sim activation. Just have your Koodo account number, name on the Koodo account and Koodo number ready and enter it when choosing your number.

If it's Koodo prepaid then you need to click this link and type in “port request” to be put in touch with a Moderator. Include the Koodo info above.