New activation, can't connect to network

[imarkstr78]

I recently activated my SIM but can't connect to the network.  I tried all steps (changing network settings, resetting network settings) but nothing is working.  I tried on multiple devices, all are compatible with PM, but still nothing with SIM.

I did request to port my number over from Telus, but replied too late.  I re-submitted the request to port number and replied Yes and received a confirmation email from Telus that request was submitted.  But I never had any network connection even prior to porting.

Please help, thanks.

[computergeek541 · Accepted solution]

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@imarkstr78 wrote:

Thanks everyone.

I was told by an agent that there is an issue on the backend with my SIM and they need to correct it.  It may take up to 72 hours, according to the CSR.  Until then, I am without a phone and have been without since Thursday.  Not a good start for sure.

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Yes, this is an issue with provisioning/assigning service to your SIM card and could actually happen even if you had not asked for a number to be ported to Public.  I surely hope that it doesn't take 72 hours.  I consider this in some ways to be considered an accidental cancellation of service by the carrier, something that Public Mobile would be required to fix by the next business day.

[imarkstr78]

Thanks everyone.

I was told by an agent that there is an issue on the backend with my SIM and they need to correct it.  It may take up to 72 hours, according to the CSR.  Until then, I am without a phone and have been without since Thursday.  Not a good start for sure.

[computergeek541]

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@hairbag1 wrote:

@imarkstr78 

Tips:

• Your old SIM card must be inside your device and your account with your previous provider must still be active so you can receive and respond to the SMS and authorize the request. Please do not replace your old SIM card with your Public SIM until you have responded to this message.
• Be sure to check all texts that could go to any other members on the old account and any junk or spam folders.

Please note, it may take up to 2 hours to complete mobile number transfers, and up to 3 business days for landline number transfers. You may experience mixed service during this time until the transfer is complete.

Also; you could take a new number...then when phone is working properly on PM network, you can initiate port from Telus at that time.

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Taking a new number wouldn't help and that's actually the worst possible thing to do in this situation.  As Telus has already provided confirmation of port out, number porting is already complete.  @imarkstr78  abbsolutely, do not change your phone number.  If the number is changed, the phone number that you wish to keep will be abandoned and deactivate/cancelled.  That will cause even more problems.  A cancelled phone number cannot be ported to Pubilc Mobile (and the number is actually already at Public Mobile).

Also, taking a new phone number will not make the Public Mobile service work. The Public Mobile service should have been working even before porting had been completed (less incoming calls and incoming text messages).

[computergeek541]

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@imarkstr78 wrote:

I recently activated my SIM but can't connect to the network.  I tried all steps (changing network settings, resetting network settings) but nothing is working.  I tried on multiple devices, all are compatible with PM, but still nothing with SIM.

I did request to port my number over from Telus, but replied too late.  I re-submitted the request to port number and replied Yes and received a confirmation email from Telus that request was submitted.  But I never had any network connection even prior to porting.

Please help, thanks.

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I know that this isn't your fault, but this next part of for anyone else who is porting a number over to Public Mobile.  A pending number port doesn't prevent the Pubilc Mobile service from working.  If there is no network coverage, never approve the number port because that means that there is first an issue with the Public Mobile account that must fist be corrected. 

[hairbag1]

@imarkstr78 

Tips:

• Your old SIM card must be inside your device and your account with your previous provider must still be active so you can receive and respond to the SMS and authorize the request. Please do not replace your old SIM card with your Public SIM until you have responded to this message.
• Be sure to check all texts that could go to any other members on the old account and any junk or spam folders.

Please note, it may take up to 2 hours to complete mobile number transfers, and up to 3 business days for landline number transfers. You may experience mixed service during this time until the transfer is complete.

Also; you could take a new number...then when phone is working properly on PM network, you can initiate port from Telus at that time.

edited by computergeek541:  crossed out incorrect information that would cause the customer to lose the phone number

[JK8]

@imarkstr78 

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