Error 837 when trying to activate my sim

[EstherG]

Hi,

I get an error 837 when trying to activate my new sim card

[lunalightning]

As a former telus customer , i had to use my former telus acct number to sign up as dust said instead of the IMEI number while keeping my telus sim card in and confirming to cancell while it was still actively on the telus network. I also used a new email address to set up the account as I had conflicts setting up a new account with telus when i had gone back to them after using the same email years before with them. It may not be necessary to use a new email but i was getting frustrated and didnt want to take any chances as i know public is a telus owned as well. Definately I would say former acct number instead of IMEI solved my 837 issue. Thanks Dust  

[Korth]

---

@EstherG wrote:

I get an error 837 when trying to activate my new sim card

---

Probably caused by a VPN. Possibly by a paranoid firewall, router, or gateway.

Suspend your VPN during Self-Serve sessions. Clear your cookies and cache, disable scriptblockers and adblockers, if necessary.

If you do not control the network hardware and cannot reconfigure permissions on it then you'll have to access the site from a different location with a different network.

[dust2dust]

Ok good. Maybe you would be able to try the activation again. Maybe just pick a new number and make sure all is well. Then use the change number to transfer your fizz number. But then again maybe it would think the sim has been used.

Then you would need to go through the support people.

Adding - is there an echo in here 🙂

[softech]

@EstherG   if PM did not charge you, I suggest you to activate the account with a NEW temporary number first.  Once you are activated, you can open a ticket with PM Support and have them to manually port your number.

[EstherG]

Hi,

I don't see any charges from PM, my old provider is fizz

[softech]

---

@EstherG wrote:

Hi,

I did try to reactivate a couple of times. I can't make outgoing calls only emergency calls with the PM sim

---

@EstherG   you checked your credit card to see if PM charged you?

and which provider you are trying to port into PM?

[dust2dust]

They might say we don't see a porting request. Due to the failed activation. Do you see the charge on your credit card if you used one?

[EstherG]

I am trying to call them now & will let you know if it resolves my issue.

Thank you

[EstherG]

Hi,

I did try to reactivate a couple of times. I can't make outgoing calls only emergency calls with the PM sim

[softech]

@EstherG You didn't try to activate again, right?  PM could have charged you multiple times if you did.  Check your Credit Card

And you out in PM SIM and able to connect?  Can you make outgoing calls?

I suggest you call the Porting Support team and see if your porting requests was received.   Will message youbthe number,  check Community inbox,  envelope icon on top right 

[EstherG]

I left my old sim in but did not get a text as I don't think it went through.

no,

[dust2dust]

Did you leave your old sim in and did you get a text and did you confirm it?

Can you make a call or text out with the new sim regardless of the above?

[EstherG]

I tried it in another browser and it still doesn't work

[EstherG]

Hi,

I get this error message when trying to activate online after all the information is entered I get this message

[dust2dust]

What doesn't transfer? I figured you were transferring a number and you kinda confirmed that assumption by saying you used an account number instead of IMEI.

The procedure is to leave the old sim and confirm the transfer text inside of 90 minutes from the request.

[EstherG]

It doesn't transfer

[dust2dust]

Do you see the charge on your credit card if you used one?

Can you call out or text? Maybe restart the phone.

Adding - did you leave the old sim in to confirm the transfer?

[RossN]

@EstherG 

[EstherG]

Hi,

It gives me the error message at the end after payment details.

I used the account number not IMEI

[dust2dust]

Did you pay? Did it go through? Or did this error appear at the number transfer screen? Did you use IMEI instead of account number

[EstherG]

This is the full error message:

Oops! Looks like something went wrong when activating your account.

Please start a conversation with our virtual assistant to create a troubleshooting ticket, and the next available Public Mobile Moderator can assist you in your activation via private messaging.

Note that you will need to create a Public Mobile Community Account to submit a ticket

For more information about Public Mobile support and how it works

Error Code: 837