Error 837... Would someone please help!

[Parpo]

I'm a PM client trying to help a friend in need.  I'm about to lose my mind doing so...

He's hoping to keep his old phone number.  We tried using the IM** number and his old account number, to no avail.

I'm afraid his prepaid credit card has been charged already, which will cause other problems...  Would a real person please help?  

[softech]

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@ElCliche wrote:

Telus account is NOT active...

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@ElCliche   you are lucky tonight. Since Telus owns PM, they might be able to port the number even Telus account is not active.  Please open a support ticket with PM support, tell them Telus account is not active and ask them for manual porting help:

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[ElCliche]

Telus account is NOT active...

[softech]

@ElCliche  @Parpo 

No worry, it is not hard to transfer Telus number here, since Telus owns PM 🙂

You can try once agian by logging into My Account and make a request yourself

But first, make sure your Telus account is active

Then login to My Account, Profile page and click Change phone number, then select Transfer number and follow the steps:

https://selfserve.publicmobile.ca/en/account/edit/your-account

for the voicemail, have you login and activate your voicemail yet?

[ElCliche]

Oups!  Posted this reply from my friend's account!  

- Parpo

[ElCliche]

Activated the SIM card with a different number.  It's impossible to transfer to the old Telus number directly to PM.  Now, the voice mail works if I call my friend's phone, but I can't use it.  When I do, it says "No cellular network available".  Any ideas as to what's going on?

[softech]

@Parpo   do you have another credit card to try?

Also, when you try to activate again, try using Incognito mode.  

For porting information, it is much safer to use account number of your old provider

[esjliv]

@Parpo 

Submit a ticket with Public Mobile representatives (CSA) for help; click this link directly for issues with transfer/porting of phone numbers over to Public Mobile.

Or, you can try calling the Telus porting phone number, which we are not supposed to post here. So, check your private messages I will send it to you there.

[Parpo]

Not charged.  Not connecting.  

[softech]

@Parpo 

DO NOT try to re-attempt activation.  Pm might have charged you already.  

First check if PM charge your credit card yet.  (Yes, you need to login to your credit card online to confirm)

Also, put the PM SIM in a phone and check if it connects to PM network and if it can make outgoing calls

If PM has not charge you and the sim card is not connecting, then the activation didn't completed.  

Error 837 usually comes up when you request porting and used IMEI as the information for the old provider.  But you tried both already.  So, it must be something else

Error 837 could also be because of credit card issue, you can try using another credit card

But if PM already charged you , open ticket with support using direct message

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there