Cannot activate new phone number

[6thcalgary]

I had a Public Mobile account that lapsed that I tried to reactivate using the old SIM card. I got a message that the SIM card was no longer valid so I bought a new one. I tried to activate the new card but I could neither phone or text using the new assigned number (I'm using an old iPhone running iOS 10.3). I selected a new number through the Public Mobile website but I cannot phone or text using it either. I have erased and reset the phone and when I get to the screen prompting me to enter the phone number, the original number appears by default. The verification Code required for activation is not received by texting to the original number or the new number that shows on my Public Mobile account. It appears the iPhone associates the original number linked to the SIM card (which is no longer active) but not the new number and doesn't work with either.

[6thcalgary]

After some back and forth with the CSR, on Sunday night she determined it was an error in my account. She created a ticket and forwarded it to the IT team with the expectation that it would be resolved within a couple hours or by next morning at the latest. I did check a couple of times during the night but after restarting my phone a message stating "SIM failure" popped up and the new number still wouldn't work. By morning though, I was able to use Settings to reset my number and it worked with the new number. Whatever the issue was, problem solved. The CSR was polite and patient through the whole process; kudos to her and the support team. 

[6thcalgary]

Thanks for the comments. I've passed the same information onto support and am waiting to hear back. I will update when I get this resolved. I think I'm going have to buy a new SIM card and start over.

[Handy1]

@6thcalgary  Wow ok thanks for that update , I think your gonna have to go back to support to straighten it out . That’s strange one for sure keep us posted though please and thank you 

[6thcalgary]

I reached out through the link you provided and an agent has responded. She indicated she corrected some error in my account. Following her instructions, I've changed the number again. This time I moved the SIM to an newer phone which has the Public Mobile app, changed the number and confirmed the change on the self serve website. However, when I moved the SIM back to the old phone, it indicated the number on the SIM was still the original number it was activated as, which is no longer active. When I moved the SIM back to the new phone, it also read the number as the original inactive number instead of the new number it was changed to using the app on that phone. When I put the SIM that the other newer phone uses, the old phone recognizes the number from that SIM.

I conclude the new SIM card is retaining the original number it was activated with and is not accepting the new numbers. Very frustrating.

[Handy1]

@6thcalgary  You need to download the public mobile app to activate new SIM card with new email then what you used before to activate 

if you already paid and tried using the app ask support to help finish the activation for you

send  a  private message   To CS_Agent

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