Customer service agent help

[MADSilk]

Yesterday I signed my grandmother up for service and ported her number over. Everything seemed fine. Only it never activated. It's now been 24 hours, there should be no issue at this point. I go in and it doesn't recognize the fact that her phone number should have been brought over from Koodo. I can't log into her account because it wants to send an authorization code to her phone. Thought we bypassed this by getting it to send one to the email instead but after entering That code, it immediately says that there is a code sent to the cell phone... How I'm supposed to get this code on a phone that isn't working is beyond me. So I can't log into her account, I can't let anybody know that there is an issue, we can't use her old number because it has been successfully shut down by responding to the text like we are supposed to. And she can't even send a ticket because she can't log into the account. What an absolute mess. The service is great but this was eye-opening in terms of if there's ever an issue. I would cancel it for her right now except you guys have her number that she has had for years. So if someone can let us know what to do next that would be great otherwise I'm going back to her old provider and I'm going to get them to request it back or something because this is absolutely ridiculous. 

[Sansan]

@MADSilk  sorry to hear this. I think you might have to purchase a physical SIM for Public Mobile to  rectify the issue. They can be purchased faster from a Telus/Koodo location that sells them for $10+ and ask agent to credit back account. 

But since you submitted a ticket, agents will.advise you what to do.

[eddieO]

@MADSilk your grandmother's PM account has been setup with an eSIM? If so, have you gone into the phone's cellular setting to confirm the eSIM is set as primary and if any other eSIMs are on her phone either delete them or make sure they are not primary

[MADSilk]

Thank you, I'll try sending one.

[MADSilk]

Yeah, multiple times.  I then went through my phone and compared it against hers to see if the SIM settings were the same and everything is; however, it says unknown number and public mobile unavailable.  I set up for myself, my son and my grandmother - all from koodo.  I ported my number over with no issue and set my up my son with a new number.  All of us had physical sims from koodo and went to eSIMS.  All phones were checked and compatible.  My grandmother's should have gone over like mine but its been a nightmare. I even tried taking out the physical SIM from Koodo and restarting to see if it would help.  Then I turned off the SIM completely, turned back on and power cycled. 

[hTideGnow · Accepted solution]

HI @MADSilk 

so, does the PM sim able to connect to the network? or it shows SOS?

your issue seems to be complicated, you will need support agent to help.  You can submit  ticket without logging into My Account, just  by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[eddieO]

@MADSilk, it wasn't mentioned in your post but did you try restarting the phone? This can often help with getting services working after a port, you did mention that the Koodo SIM is no longer working

[Handy1]

@MADSilk  

send  a  private message   To CS_Agent

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