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Error Message 821

Nessastj
Great Neighbour / Super Voisin

Hello I am trying to activate a SIM card to transfer my mom's number to public mobile as well. At first I got to the last part and it told be there was an error with activating the account. Error 821. Now when I try again, it's saying the number is not a Canadian number. I am not sure if the SIM card is activated yet. Could someone please help me? 

 

Thanks, 

1 ACCEPTED SOLUTION

Accepted Solutions

@Nessastj   

Curious, you entered IMEI for porting info?  Which provider is your old provider?

 

and no worry, Contact PM support via 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 you there

 

It's late now, very likely they won't reply until tomorrow.  But please message them now

View solution in original post

7 REPLIES 7

softech
Mayor / Maire

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

 

First check if PM charge your credit card yet.  

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 821 usually comes up when you request porting and used IMEI as the information for the old provider

If PM didn't charge you yet, you can try to activate again and request porting, but try to enter the account number of the old provider instead of IMEI.  

Nessastj
Great Neighbour / Super Voisin

Thanks you for your response! They have charged me, but the SIM is not activated. It cannot make outgoing call, or take incoming calls. 

So what would be next step in this case?

@Nessastj   

Curious, you entered IMEI for porting info?  Which provider is your old provider?

 

and no worry, Contact PM support via 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 you there

 

It's late now, very likely they won't reply until tomorrow.  But please message them now

Timer
Great Citizen / Super Citoyen

@Nessastj 

so is charged then not try again to activated just contact support team by private message CS_Agent  to fix it.

Nessastj
Great Neighbour / Super Voisin

Yes I did, and the old provider is Koodo. 

 

Okay thank you I will private message them. 

 

Thank you for all your help! 

@Nessastj   are you on Koodo Prepaid?  If so, the porting process is slightly different.  With Koodo prepaid, the usua way is to get a temporary number first , then open ticket with PM and they will manually port the number

 

But again, no worry, PM Support will help.  Just check your Community inbox tomorrow for their reply

If there is no response by noon, message them again

 

@Nessastj  - you may also use this link for issues with transfer/porting of phone numbers over to Public Mobile.

to submit a ticket with Public Mobile representatives (CSA) for help.

 

If it's Koodo prepaid then you can click this link and type in “port request” to be put in touch with a Customer Support Agent (CSA). 

 

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

 

But if you already submitted a ticket, than disregard above. Good luck and welcome to PM!