Help I think I need to start a private message

[Glenn_]

How do I start a private message with an agent? I am newly signed up, ported a phone number and keep getting forbidden A1 when I try to log into my account and if I try calling I hear a message that there is no working plan on this account please pay. I paid yesterday when I joined PM. I did have trouble with the final pairing of the SIM in the app as it said it was in use but that’s because it first asked me if I had a SIM or needed one and I said have one as I ordered one in advance and provided it. The final pairing with the app would not accept the pm SIM saying it was In use and now nothing is working. I did get a message from my previous carrier about the number transfer and I confirmed it by text. When I switched the SIM I got a welcome to PM message. I get the odd ring but then it stops and I am unable to call back. I’m assuming I need to start a private message with an agent but not sure how. Please help this has not been user friendly. 

[Glenn_]

Much appreciated

[hTideGnow]

HI @Glenn_ yes, for the CS agent , they are paid PM support, so you can share personal infor with them. 

[Glenn_]

Thank you for your assistance. Only one SIM is inserted - pm. I can’t access my online account as it says forbidden A1 to adjust anything. I just sent a private message. Can I give specifics as in SIM number and phone number in the private chat? I was unsure so did not but thinking they may need this to correct. 

[hTideGnow]

HI @Glenn_ 

it's not a porting issue, and also,Bell sim not working, the port is done

do you stil have both sim , Bell and PM, in your phone?

Remove the Bell sim card if it is physical, or disable it if it is esim , then reboot phone and test.  if still fails, make sure only one sim is in the phone and one sim is active (and select "turn on this line" for PM sim if iphone), then select Reset all networks

[Glenn_]

Original SIM from past provider now says SOS at the top so I assume no longer connecting to their network. PM SIM when inserted says PM and shows connected. I am using an iPhone. I was initially giving it time as it said port May take up to 5 hours but it’s been 20 hours. 

[hTideGnow]

Hi @Glenn_ 

service never work since joinning? if you cannot even make outbound calls,wonder why inbound works.  But does the phone shows connected to PM network? 

What make and model your phone is?

please message support as advised by my post above

[Handy1]

@Glenn_  Please use  this direct link to support to help refresh your account for you 

send  a  private message   To CS_Agents

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

[Chalupa_Batman]

Hey @Glenn_ 

If you stick your other providers SIM card in the phone, does it still work? If so, then the port wasn't successful and you need to call the porting team. However, please confirm first before I send the number.

[Glenn_]

Thank you for responding. Service is not working. The odd inbound call will come through (start to ring) but stop. I can’t call out or receive fully. 

[hTideGnow]

HI @Glenn_ 

to private message agent, use this link:

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

and is your service working? both outbound and inbound calls work?