New Sim wont work

[TERRY54]

I inserted it in my phone, the app shows it as active. There is  a number port from telus requested, but it says in the app that the new sim should have a temp number and data. The phone does not recognize it, I tried it in another phone and still does not recognize it. Ser number is correct. shows as no service. Tried doing all the suggested fixes, to no avail. I am worried when the port goes through, it may not work at all.

[CSA_PM]

Thank you for your message, and I understand the confusion.

Just to clarify — there was no system outage. My message was simply meant to inform that the escalated post was picked up by an agent and that the customer is already receiving support. The reference to the weekend was to explain the slight delay in response time, not a lack of availability.

Thanks again for your understanding!

[computergeek541]

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@CSA_PM wrote:

Apologies for the delayed response — support was not available over the weekend. The customer is already in contact with an agent, and the issue is expected to be resolved shortly. Thank you for your understanding!

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I'm confused by the above.  Was there a support system outage?  As you know, support Public Mobile support is supposed to be available every day of the year, including all weekends and holidays without exception.

[CSA_PM]

Apologies for the delayed response — support was not available over the weekend. The customer is already in contact with an agent, and the issue is expected to be resolved shortly. Thank you for your understanding!

[TERRY54]

Hi Chalupa, I did try setting it as primary. I used the change sim card function in the app. The old one was still not working 24 hours after I first set it up and it still does'nt. I did not mind spending $5 on a new one to be sure it was not the Sim.  I also sent a message to tech support with the new sim #.  As a last resort i now put  a message on the facebook group for this area to see if anyone else using PM would mind if I came over and tried their sim card in my phone. That would prove its PMs problem for sure if it works.

[Chalupa_Batman]

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@TERRY54 wrote:

thanks Dunkman, i will see if starts working on monday. The cell it is in works on  a telus sim and i also have an active Telcel (mexico) Sim that works. It had an AT&T sim in it last year as well, so the phone is definitely not locked.

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Now you've said a few things here that make me think differently. One, if you're just starting out with Public Mobile the first SIM card number should be listed on your account... correct? The only way to change it to the second SIM card you purchased is for a CS Agent to change the number on your profile. If this hasn't been done, it means your first SIM card is your primary card you want to deal with. Side note, you mentioned you have a Telcel SIM card as well in it. You said you had a back ground in working for Telus so I may make you laugh here but have to say it. What about setting the Public Mobile SIM card as the primary under your phone settings?  What about resetting your Network Settings and rebooting the phone with the Public Mobile SIM set as your primary? I'm just throwing out ideas here of course. Being Sunday, I'm on my 4th cold beverage of the day so my mind works overtime on my thinking process. Ha.

EDIT. I just saw you said a CS Agent changed the SIM card number under your account. This may sound stupid BUT... if you log into your account, did you confirm they entered the correct information and the SIM card numbers match?

[TERRY54]

yeah i sent the new sim info to support. I know it was unlikely to be a sim problem, but there was nothing else to try.

[hTideGnow]

HI @TERRY54  

if you change sim at this time, you need PM support to help anyway

but sim cards usually do not fail.  If new account, usually just account setup problem.  It is not uncommon.  Open ticket with PM support agent first.   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            

Any open ticket now, it won't suddenly start working on Monday if you have not submitted ticket

[TERRY54]

thanks Dunkman, i will see if starts working on monday. The cell it is in works on  a telus sim and i also have an active Telcel (mexico) Sim that works. It had an AT&T sim in it last year as well, so the phone is definitely not locked.

[TERRY54]

i have tried buying another sim. still wont work. It is simply not provisioned in their system, that is wat telus said. I am bett6ign if i put somebody elses working sim in there it wouldwork.

[Phil_Adelphus]

Trouble ticket guy suggested I go to a Telus store

Maybe they meant to buy another Public Mobile sim?  Presumably they know that Telus/Koodo stores don't do PM support, but they can sell PM sim cards.

[slusagm]

when you submit ticket?  Message them again today.  Weekend response might be slower, but they will still reply within maybe 2 hours

[Dunkman]

@TERRY54 

Weekend response from CSA team is slower unfortunately.  Hopefully, you will get a response later today.  

If not, you should get a response by tomorrow morning. Softtech escalated your post to dedicated CS_Agent but this role is not active on weekends.  

[TERRY54]

Been doing that for 2 days now. that is what is so frustrating. 

[softech]

@TERRY54 

the sim you tried to activate in the beginning should work. The issue is just related with sim provisioning on the system.  It is an easy fix for PM support and you just need to engage them by direct message.  Please private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there   

[TERRY54]

Signed up and got a SIM card. Tried to get to work all day yesterday and it would not, tried it in 3 unlocked phones both android and iphone. Eventually came to the conclusion its a dud SIM so I ordered a new one off Amazon which arrived this morning. It did not work as well.  "No service" message on phone. Trouble ticket guy suggested I go to a Telus store. Well they do nothing with public, but he tried to help. Tried it in a couple of their phones, no go. Chances of 2 dud Sims in a row unlikely and he thinks it was never provisioned. I suspect he is correct since the phone number I picked is returning a "not in service" message from the Central office. i the number was provisioned it should go to something like "ring no answer". I worked 35 years as a telus technician and if this happens to me, I do not have  a lot of confidence. Anyone know of the normal time frame for provisioning? Do they even do it on weekends, maybe that is the issue.

[TERRY54]

they tried changing the number to no avail, tried the sim in 2 android and one iphone so far, no go. I suspect it i bad. I can order a new one form amazon for $5 so I guess that is my next option.

[TERRY54]

I have done that. I sent them all the info

[softech]

@TERRY54 

sound like it is a provisioning issue. Easy fix for PM but you need to engage them by direct message.  Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

[TERRY54]

i just submitted a trouble ticket

[TERRY54]

no the sim shows as no service

[softech]

@TERRY54 

the PM sim won't have a temp number.  If you put in the new PM sim, it will show the same Telus phone number, data would work and able to make outgoing calls but just not able to receive calls

is your data working or can you make outgoing calls?