Having issues with my account

[Istef]

Hi everyone 

I recently moved from Freedom to Public Mobile , received my PM sim successfully deactivated my Freedom account.  When I try logging in the PM website I get the below. My balance is zero as per 611 . When I call my cell phone it rings but then says cannot complete call when I answer. It's an iPhone.  

Thank you

Forbidden A1

[Phil_Adelphus]

@Istef  Calls to the phone rings but when you answer it dies right away. 

An important diagnostic item is whether the phone can call out normally.  If the phone can make calls but not receive them then it suggests a porting problem.  If that's not the case then you need Public Mobile customer service, which is via the private message method you have used.  The phone number that sometimes gets mentioned (and which we are not supposed to post online here) is not PM customer support, it is the Koodo porting team that can sometimes help with specific porting issues, which we haven't yet established the possibility for.

[Handy1]

@Istef  If your able to try the SIM card in another phone it can sometimes force the sim to re provision itself and if it works great then just put back into your phone ,if not then  you already sent message to PM and they can re provision the sim for you in the back end 

[Istef]

Physical SIM from PM. Phone shows Public mobile but nothing works . Calling the phone rings it but doesn't allow me to answer

I sent support a DM and I appreciate all your responses 

[Jonee]

Try to call again. It's strange but yesterday I also had to call twice as the first time it says my number is incorrect. I called again and key in my phone number for the second time and it went through.

[Handy1]

@Istef  Are you using eSIM or physical sim for public mobile ? If physical sim can you try the SIM card in another phone to test 

[Istef]

Calls to the phone rings but when you answer it dies right away. 

[Phil_Adelphus]

@Istef  Does anything work on your phone, can you make outgoing calls for example, but just not receive calls?

[hTideGnow]

hi @Istef 

no phone number to call, you have to open ticket with PM agent and wait for them to reply via Community inbox

As recap,  you can submit  ticket 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            

[Istef]

Correct , 2 different emails. The fact I get 

Forbidden A1

On the website says something is messed up

What's the phone number to call them?  

[hairbag1]

@Jonee 

there are no numbers to call for Customer Support nowadays. Everything is done using the Chatbot or messaging CSA with your questions. Remember...usually it takes only a few minutes to an hour to hear back from Customer Support...but...due to the huge up-take of BF deals, Customer Support has been busy and now it's been taking up to 2 days for them to get back you you.

[hTideGnow]

hi @Jonee 

did you use 2 different email addresses for setting up the 2 accounts?  PM system only allows 1 email for 1 account

i think you might need support to help to sort it out

 you can submit  ticket 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            

[Istef]

I cannot login to the app lol

[Jonee]

Call the Customer Support to clarify the status of your account. You can also contact them via chat but it takes a while to get a clear answer as it is a bot. Did you download the PM app on your phone? This is also a great way of checking the status of your account including payments/balance, etc.

[Istef]

I got the txt and replied yes. This is the second phone I moved over from Freedom. My account is messed up on PM side and I have sent them a direct message now

[Handy1]

There’s only one text message you have to reply YES to and that’s always from the carrier your leaving not the one your joining so in your case and @Istef  it would be from freedom you had to reply YES to confirm transfer not public mobile 

[Phil_Adelphus · Accepted solution]

@Istef  Since I cannot login to the website lol I cannot open a ticket under this account

You can also reach customer service via this link and private message the agents.  You only  need to be logged in to this community for it to work, which you currently are if you're posting  here

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

[Istef]

Thank you for your email. I did this correct. When I call 611 it says account suspended because of pay lol.. but they billed my cc and when I check balance on 611 it says zero 

[Jonee]

Hi Istef. I also recently transferred from Freedom to Public Mobile. Just to be sure, did you reply to the text message from both Freedom and Public to authorize the transfer? You should have done this prior to removing your old sim card. Regardless, call the Public Mobile customer support to confirm if your transfer has been completed. This is a crucial step before changing your sim card. Otherwise, if you have replied to authorize the transfer, then the next step is to re-start your phone. Hope this helps.

[Istef]

Correct. This is the second phone I did so I have some experience 😅 ... the phone rings when you call it but no data or service works on it.. anything special you got to do with phones?

I think my account is messed up as the website gives me the Forbidden message. My other PM phone works perfectly fine 

Since I cannot login to the website lol I cannot open a ticket under this account

[hairbag1]

@Istef 

try this..delete the PM app from your cell...the re-install a new one. Maybe first one was corrupt or something.

[Istef]

It keeps booting me out. The app worked fine before I started the migration process. 

[Phil_Adelphus]

@Istef   OK so sounds like you did transfer your number to Public Mobile.  After inserting the new Public Mobile sim card did you restart the phone?

[hairbag1]

@Istef 

have you tried logging in to your account on the app instead of web ? See if that makes a diff.

[Phil_Adelphus]

@Istef   I've been getting the Forbidden A1 once in a while too, took me three attempts to log in just now.  To clarify, did you cancel Freedom before activating your Public Mobile sim?  You have to have both accounts active to transfer a phone number, but if you were taking a new number from Public Mobile that doesn't matter.

[Istef]

Thanks for the response. I received the txt message from Freedom stating account successfully moved. Plugged in my new SIM and nothing works. When i try logging into my account on the app after the migration it doesn't allow me

When I try logging into the myaccount via the website I get this error

Forbidden A1

[hairbag1]

@Istef 

to be clear...you used the Public Mobile app to activate your new account and were successful....correct ?