New Phone Activation

[danik]

Hi,

I received the message welcome to Public Mobile, but my phone is not working. I tried to insert SIM a few times and to reboot the phone.I can not send or recive texts, talk or data is not working.

[CS_Agent]

Hi @danik,

If you are still having issues please contact the Moderator Team by sending a private message thru SIMon:

https://www.publicmobile.ca/en/bc/get-help

Thanks,

Camelia_M

[darlicious]

@danik   Awesome! Welcome to public mobile. Please accept a solution for other customers to know how to solve the same issue as yours.

[danik]

It works now, thanks everyone for your help

[Nezgar]

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@darlicious wrote:

@Nezgar  I do believe the port was successful because the telus account has been cancelled so the telus SIM will no longer work. It's the pm SIM not being provisioned properly that is the likely issue.

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Ah right that was mentioned. I guess this is is a case where it would have been beneficial to initially activate with Public Mobile with a temporary number and verifying functionality with the new SIM and then initiating the port request.

[danik]

Yes, I contaced the moderator but still not reply, hopefully soon.

 Thanks 

[darlicious]

@Nezgar  I do believe the port was successful because the telus account has been cancelled so the telus SIM will no longer work. It's the pm SIM not being provisioned properly that is the likely issue.

[Nezgar]

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@danik wrote:

Yes, my account was active while I was doing porting. I can log in to the self serve account.

I contacted the moderators

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Sounds like you have a stuck port then. Until you hear back from the moderators, you should continue using your previous Telus SIM. It should keep fully working until the port is processed.

[geopublic]

@danik  Sounds like an account provisioning/porting issue. You need to submit a ticket to get you account reset.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking the icon below:

If you are still having problems contacting Public Mobile then click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team 

[danik]

Yes, my account was active while I was doing porting. I can log in to the self serve account.

I contacted the moderators

[darlicious]

@danik 

Did You port your number from telus as well? If so the cancellation of your telus account means your port was successful. Which would lead us to the SIM card not being provisioned properly. Contact the moderators with the link provided by @gblackma . They are just about to start work. Keep an eye on the envelope icon next to your avatar at the top right corner of the screen for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up service times. They may take a couple of hours to be in touch.

[Nezgar]

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@danik wrote:

It is Iphone XR. There is no  "Public Mobile" on top of the screen. I was with Telus and my servece is canceled and I received the message "Welcome to Public Mobile". Tryed the previous advice and it is not working.

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Did you try to port your Telus number to Public Mobile, which cancelled your Telus service, or did you choose a new phone number at Public Mobile? For a port to be successful, you must have an active account at Telus when the port is requested - don't cancel it, as it will automatically cancel when the port request is processed.

Are you able to login to your Public Mobile selfserve account web page and verify your account was successfully created and is active?

[gblackma]

@danik have you  contacted and received a reply from the moderators yet? You have to keep an eye on the envelope top right of your screen. That's where the reply from the moderators will show up .

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@danik wrote:

Hi, thanks for the reply.

It is Iphone XR. There is no  "Public Mobile" on top of the screen. I was with Telus and my servece is canceled and I received the message "Welcome to Public Mobile". Tryed the previous advice and it is not working.

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[danik]

Hi, thanks for the reply.

It is Iphone XR. There is no  "Public Mobile" on top of the screen. I was with Telus and my servece is canceled and I received the message "Welcome to Public Mobile". Tryed the previous advice and it is not working.

[darlicious]

@danikWith the SIM card inserted in your phone what message do you get on your phone?

[Nezgar]

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@danik wrote:

Hi,

I received the message welcome to Public Mobile, but my phone is not working. I tried to insert SIM a few times and to reboot the phone.I can not send or recive texts, talk or data is not working.

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Which type of phone, and do you see any messages or prompts when the SIM is inserted, or phone is rebooted? Do you see "Public Mobile" at the top of the phone screen?

Which carrier was the phone you are trying to use used with previously? If the phone was originally purchased before December 2017, it may still be locked to the previous carrier, and you'll have to contact them for that unlock code.

Can you try your SIM in another unlocked phone?

[gblackma]

Your SIM may not have provisioned correctly @danik Try manually selecting PM as your network, putting your phone in aeroplane mode for 5 minutes.  Remove it and restart your phone. If this doesn't work contact a moderator and explain your situation.  Click on the green questionmark in the white circle at the bottom right of your screen . This connects to the autobot Simon.  Type moderator and follow the prompts to get to one . (CLICK on account specific question and human and submit a ticket). Please keep us appraised of what steps you take. Thanks. And welcome to PM.

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@danik wrote:

Hi,

I received the message welcome to Public Mobile, but my phone is not working. I tried to insert SIM a few times and to reboot the phone.I can not send or recive texts, talk or data is not working.

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