10-25-2015 08:19 PM - edited 01-04-2022 02:05 PM
Hi, PM,
I have just paid 90 dollars by payment vochers to activate my new PM SIM card,.
Everything is ok but at last , when I click on the "Activate the phone", it comes to failure。
Sorry, your account activation request has failed.Please visit our online community at pubmobile.ca/community for assistance.
So, please help , my account number is 1xxxxxxxxx826.
Thanks.
09-25-2018 04:26 PM
@Kirkwood123 wrote:Thanks for the tip. The moderator did contact me but instead of asking for my account #, I was asked for personal info. Name address DOB secret questions and responses. Old passwords etc
this just spooks me out? Identity theft???
i emailed back and asked for a refund. No response now after three emails.
The minimum you would need to verify who you are is your phone number and your PIN. Failing that then you need to provide 3 items of other information that you provided when you signed up. If you did a little identity hiding when you signed up then use THAT information.
Wouldn't you really rather they made sure it was you asking for account things? I thought so. It's not an attempt at identity theft. The same as just about anywhere else.
09-25-2018 04:15 PM
Your PM community account is separate from your PM selfserve account. Therefore, the Moderator Team needs personal info from you to validate that you are the owner of the selfserve account, since you are contacting them from your PM community account.
09-25-2018 04:07 PM
Thanks for the tip. The moderator did contact me but instead of asking for my account #, I was asked for personal info. Name address DOB secret questions and responses. Old passwords etc
this just spooks me out? Identity theft???
i emailed back and asked for a refund. No response now after three emails.
09-07-2018 11:00 PM
@Kirkwood123, The only possibility for refund is by making a request to the moderators, explaining your situation. No guarantees...
Click here to send the moderator team a private message. Their hours are: Mon-Fri 9AM-9PM(EST) & Sat/Sun 9AM-7:30PM(EST)
You can find information regarding the moderator team by following this link.
09-07-2018 10:58 PM
Have the same problem entered one number on pm website and was told my phone was supported. So I paid for a plan and tried to activate the phone. Error message SIM card not supported
called Apple and phone is not locked they suggested trying to get a new SIM card
new SIM card doesn’t work either
was able to return the SIM cards but can’t get a refund on the plan I purchased
Any suggestions
11-06-2015 03:26 PM
Totally understood.Looking forward to support team's reply.
11-06-2015 02:10 PM
@ACTASWATER SIM card which is activated once can not be activated again, you can create a new account with a new SIM card and have to chose or port a new number.
I would suggest let support team look into the issue they should email you anytime soon to check if the service is working or not.
Thanks
11-06-2015 01:52 PM - edited 11-06-2015 01:54 PM
Hi, @Moid_I
Because the account created during the activation process can not be signed in, so I try to recreat a new account to manage my service with the same phone number and email address, but failure, not a new one.
Thank you for your help.
11-06-2015 12:54 PM
@ACTASWATER I have just asked support to look into this again.
Can you please let us know what do you mean when you say not able to create new account? you mean new Self Serve account or activate a new number with Public Mobile?
11-06-2015 03:27 AM
Still
Can not use the service after payment.
Can not login selfservice system.
Can not create a new account.
11-05-2015 11:52 PM
@Network_Support Please explain what option in self-serve you think will "fix" the activation problem.
11-05-2015 10:44 PM
Hi can you log in to your self serve account if you can then you will have option to fix this problem if not only you can email public mobile customer service at public mobile website look for help option at the bottom of page you can write for them they will reply in 48 hours
11-05-2015 10:03 PM
Still can not call out.
11-05-2015 10:22 AM
Hi @ACTASWATER - Our support team is currently looking into your issue. Meanwhile could you please retry using services and let us know if it is still an issue?
Thanks
11-04-2015 05:49 PM - edited 11-04-2015 05:50 PM
11-03-2015 06:54 AM
11-02-2015 08:05 PM
@rj No worries at all! My only concern was that this shouldn't end up creating any unnecessary confusion or delays.
11-02-2015 07:41 PM
Agree with you, I should not have posted my problem in two threads but you have understand waiting for 3 days without getting any response/acknowledgement/resolution is very frustrating too. No one responded to my question for hours then I saw other thread with similar problem and then I posted there. You can ask mod to either merge this thread with other or delete this thread.
Sorry for the inconvenience
Thanks
11-02-2015 05:29 PM - edited 11-02-2015 05:30 PM
@Jeremy_M @Christopher_T It looks like @rj 's problems have still not been resolved yet. Could one of you please escalate her/his issue for a speedy resolution?
11-02-2015 05:19 PM - edited 11-02-2015 05:20 PM
Okay, I just noticed the other thread where you have been posting for a few hours now. I'm sorry your issue has not been resolved - but it's probably best you keep all information within one thread so the community managers can have all the information they need in one place.
Since the community managers have already been alerted on the other thread, there's nothing more to do now but just sit tight and wait. It's frustrating, I know. But there's no way to speed it up.
Please see if you want to support the following idea (Which may help in the future to speed up the resolution for cases such as this). Click the orange up arrow to show your support:
11-02-2015 05:11 PM
@rj In all likelihood, your activation request did go through (and so did your payment). The problem lies with the PM activation and self-serve system. I would suggest you send an email to PM Support right away through the Contact Us page. It may take them a day or two to respond, but they will ultimately resolve the issue for you.
Also, please let us know once you send the webmail. If you don't hear back within 48 hours, we'll have one of the community managers here escalate your complaint internally within PM. But ultimately it will be the email support reps who will resolve your complaint, so please remember to share as much pertinent information as possible in your initial email to them.
All the best - I hope this gets resolved super soon for you.
11-02-2015 05:05 PM
I will submit a ticket .
Thanks a lot for your time and support.
Thanks
Rj
11-02-2015 05:04 PM
I vaguely remember it was finish or complete button I pressed to complete it. Funny things that still I can't logon to my account which I created to activate my SIM and pay money. whenever I try to logon to my account using my password, it fails: "Sorry, your login attempt failed. Please try again." When I select: "Forgot your password?", I get to the page to verify my email, I get: "Sorry, we’re unable to verify your email address."
I still can’t use my phone and logon to my account which I created to activate the SIM and pay the money.
Now I am trying to figure out how to cancel this plan and get my money back.
Thanks
11-02-2015 05:01 PM
Hi @rj,
To cancel your service, you'll also need to place the request throught the support ticket system.
11-02-2015 04:51 PM
When your SIM activation failed, were you given a choice to continue further? If so, did you click on the button to continue?
I experienced something similar where it seemed as though the SIM activation had failed after the payment step, however, the error message is somewhat misleading because what actually failed was when it tried to register the "Autopay" feature in order to gain the rewards. If you had chosen to continue activation without it, you can add your credit card and activate the Autopay through your self serve account later. Note, it did take about 10 minutes before I was able to sign into my account after the SIM activation.
11-02-2015 04:38 PM
Hi Daniel,
It is almost end of the working day and so far no one has contacted me.
After paying money, I am having such a hard time getting my plan activated and don’t know how much time I have to spend to get my number ported.
So far I have not used any voice/data and cancelling plan should not be any problem. Do you know how to cancel the plan?
Thanks a lot for your help.
11-02-2015 01:31 PM
11-02-2015 01:17 PM
Yes, I sent an email on Saturday right after failed activation and so far have not heard anything back.
It is unbeliveable, more then 48 hrs are gone I can’t use my phone and logon to my account..
Thanks
11-02-2015 01:10 PM
11-02-2015 01:06 PM
I have exactly same problem too ... and looks like no one from PM is watching these threads.
Saturday, Oct 31, 2015. Paid $90 to activate my new SIM card. My SIM activation failed after payment step.
After that when I try to log to my account using my password, it fails: "Sorry, your login attempt failed. Please try again." When I select: "Forgot your password?", I get to the page to verify my email, I get: "Sorry, we’re unable to verify your email address."
I sent emails about this problem but have not heard anything back… don’t know what is going on? Now almost more than 48 hrs are gone, after paying $90 I can’t use my phone and logon to my account. Is it possible that someone can help me to fix this issue please?
Thanks