I need help activating my number

[moise13]

Hello,

I just bought a new public mobile and I was trying to transfer my phone number from Koodo Mobile to public Mobile but after I completed everything it showed that there is an error.

I've attached down here what is appearing.

Any help will be appreciated! 

[darlicious]

@moise13 

Was your credit card was charged? Can you log into your self serve account? When you put the pm Sim card in your phone does it have any services? If yes to all 3 questions is your koodo account a postpaid account? If yes then you can likely correct your porting info by calling the telus porting department. Preferably use your koodo account # instead of your IMEI# to request the porting of your phone #. The porting department is open for another 45 minutes or so.....but if you have a prepaid koodo account you must complete the phone # transfer process thru customer support only.

Please advise us if you need the telus porting department phone number sent to your private messages. They cannot help you with any pm account issues, activations or prepaid koodo account phone # transfers. Only phone number porting issues.

When it's all said and done.....Welcome to Public Mobile!

[esjliv]

@moise13 - that screenshot says to submit a ticket.

Did you click "Create A Ticket"? If not, I'd suggest you do that.

[LoveNature · Accepted solution]

Hi @moise13 

First check if PM charge your credit card if not yet. try to close all browser and clear cache/ cookies/ open inPrivate mode,from computer. try actviate again and keep your old Koodo SIM card in your device until you get SMS text to reply  yes

and after turn off device and insert new PM, 

but if PM charge your credit card do you not activate again you need to 

open a ticket with SIMon Chatbot

Click, Contact Us
then,  Click here to submit a ticket.

or send a private message to CS_Agent
here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Handy1]

@moise13  First make sure you credit card hasn't been charged . If not you can try again .. also note that if you don’t get this done by midnight Feb 14 there site maintenance and activation won’t be possible here the forum Memo 

https://productioncommunity.publicmobile.ca/t5/Announcements/Scheduled-System-Maintenance-on-Feb-14/...

further Info on porting number 

When transferring (porting) your number to any new carrier it’s important to remember to leave the old providers SIM card in the phone until you receive the confirmation text from old carrier @that point you have 90 mins to reply YES to the confirmation text … also when going thru this process the new provider will want you old providers account number and will ask for IMEI number disregard this (IMEI) number as it has a tendency to just cos porting hiccups .. so if your ready to port to pm and already activated a SIM card you can go to your self serve serve profile tab and change /transfer (port) number this can also be done on activation but it’s advised to pick a temp number first then port 

if your card has been charged already please reach support to further assist you here 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )

[softech]

@moise13   not sure if you will re-attempt activation later tonight, please note that the Activation portal will be down for scheduled maintenance from 0000 - 0530 EST on Feb 14, (in a bit over 2 hours).  just in case you are caught in the middle of the activation, I would avoid trying after 23:30 EST tonight

https://productioncommunity.publicmobile.ca/t5/Announcements/Scheduled-System-Maintenance-on-Feb-14/...

[hTideGnow]

@moise13   please message cs agent at

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

they will advise from there

[softech]

@moise13 

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.  

[HALIMACS]

@moise13 

Before trying again, check your payment card to ensure payment did or didn't go through.

Don't try activating again.

This error usually comes up when someone requests porting and used their IMEI as the information for the old provider.

Try to enter the account number of the old provider instead of using IMEI.