New phone number activation

[cfc]

Hello,

I just activated a new number and completed all steps, but the number can't identified by the cell phone. I can't make calls and receive calls. Please help. Thank you.

[Korth]

Most dual-SIM phones can only have one SIM service active at a time. You select between them with software. The inactive SIM cannot connect, it just sits in the slot as a convenience for easy swapping between services through a software setting. (Because SIM cards are tiny, delicate things you don't want to install and remove and transport out of the phone if you don't have to.)

Huawei doesn't make any active dual-SIM phones - which would allow both SIMs to connect simultaneously (as long as they don't use conflicting bands/frequencies/etc). Or at least it looks like they sell no devices of this type which are compatible with North America networks.

Better summary and explanation of the settings are shown here

https://www.hihonor.com/global/blog/how-do-dual-sim-phones-work/

You know the phone came from your mother in law ... but do you know (are you certain) that it's unlocked?

[softech]

@cfc 

Huawei Honor 4 ?  there are quiet a lot different one

do you have the phone with you ?  Check the system info and it will have model number

but Huawei Honor 4 are all older phones, I am afraid it might not work on PM

Do you have another phone around?  Can you try to put the PM SIM in the phone to test?

[cfc]

I tried both. 

[cfc]

It’s from a recent generation but I don’t know exactly what it is. It’s my mother in law’s. 

[softech]

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@cfc wrote:

It’s a Huawei Honor phone.

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Which exact Huawei Honor ?  there are multiple generation and different regional variants 

From experience, generally they are not designed for North American and won't work great here due to missing bands/frequencies

[cfc]

It’s a Huawei Honor phone.

[softech]

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@cfc wrote:

The phone was carrying 2 sim cards and working well before I replaced one of them with Public Mobile. Since I put in the Public Mobile sim card, there is no operator/carrier to show up or available to select. That's the frustrating point.

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@cfc What band and model is your phone?  just want to make sure your phone is compatible on PM network

[BKNS27]

@cfc 

Since your phone has 2 SIM slots, did you try putting the SIM in the 2nd slot and reboot your phone?

[BKNS27]

@cfc 

Sorry no refund but they will look into why you can't connect to PM.

[cfc]

Hopefully they are helpful. 

[cfc]

The phone was carrying 2 sim cards and working well before I replaced one of them with Public Mobile. Since I put in the Public Mobile sim card, there is no operator/carrier to show up or available to select. That's the frustrating point.

[Korth]

@cfc 

Is the phone itself properly configured?

In settings you need to select network/carrier/operator (whatever your phone software calls it) as "Public Mobile" or as "Automatic". Then restart. The phone should display a "Public Mobile" or "Telus" banner at the top when it's connected to the network and you should immediately be able to do calling and texting (once your number port is complete, anyhow).

You will also need to set Public Mobile APN settings (then restart again) to access data and MMS attachments.

On some older phones you may have to manually setup the Public Mobile voicemail number - or create a Voicemail contact if you plan to dial it a lot. Newer phones (ie: from the last 5 years or so) do this automatically.

[Timer]

@cfc 

no refund in service prepaid, but don't worry support team will be fix it.

[cfc]

Thank you. I have contacted an agent.

[cfc]

Thank you. I have sent CS_Agent a message. In the worst scenario, can I get refunded?

[BKNS27]

@cfc 

I help my sister get a new number with PM 6 months ago and London Drugs activated the SIM for her. 
Rebooted the phone and called her new number and it worked right away so does your phone show Public on the top of your phone?

If not, there might be a backend issue with the SIM so contact a CS_Agent between 6:00am to 10:00pm EST.

[computergeek541]

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@cfc wrote:

Okay, I will wait for 2 hours then. Thanks!

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Please don't wait 2 hours. The informaton that you were provided is incorrect. All waiting 2 hours will do will be making you wait around for 2 hours unnecessarily.  Activation of service is immediate.

[computergeek541]

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@Timer wrote:

@cfc 

wait for 2 hr if not working,, then contact to support team by private message CS_Agent  to check it out.

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I can't say that an activation/provisioning of service has enver been delayed, but there is no need to wait 2 hours.  Serviice is supposed to start working immediately upon activation.  Also, please direct customers to use the chatbot to open tickets at https://widget.telus.tiia.ai/publicmobile/publicmobile.html whenever possible.  Customers who go directly to sending private messages will receive slower service.

[Timer]

@cfc  Edit: my mistake info sorry,

also after 2 hr or so triad again rebooting device.

[softech]

@cfc   what is showing on the phone status?  Any error like SIM not provisioned ? No network? No SIM?

it does sound like the sim card was not provisioned properly.  Should be an easy fix by PM Support. You just need to open a ticket with them and they should be able to fix it quickly

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 the ticket is opened.  CS Agent will reply you there

[cfc]

Okay, I will wait for 2 hours then. Thanks!

[Timer]

Edit: @computergeek541   my mistake info sorry, i read about port.

@cfc 

wait for 2 hr if not working,, then 

@cfc 

right now contact to support team by private message CS_Agent  to check it out.

[cfc]

I did turn it off and turn on again, but the problem still exists. It's a new number.

[cfc]

Neither text nor data works. My credit card got charged. I didn't receive welcome email.

[Timer]

@cfc 

turn off device and turn on.

and you getting new number or port old number in.

[Dunkman]

@cfc 

What about text and data?

Did your credit card get charged?  Did you get the welcome email from Public mobile?  Are you able to access self service account?  

Maybe try rebooting your phone.