New sim got activated and still not working

[Scarlett5405]

I bought new sim from London Drugs, they activated it. Now I placed it my phone and no signals.i registered account with my email address, even that is not recognizing.

[darlicious]

@BKNS27 

London Drugs can't do a whole lot to help the OP at this point except exchange the sim card if it really is a dud. If the payment went thru then an account has been created if only partially. A phone number is associated with the sim card whether it was not provisioned correctly or not or is a dud. Once @Scarlett5405 contacts the moderators....especially if she can tonight then they can get work on fixing the issue and with an open support ticket the night moderator would likely also perform the sim swap if it was necessary and once a replacement card was acquired.

[Spudster]

@Scarlett5405 

Make sure/try:

1. your device is compatible with Public Mobile  
2. your device is not blacklisted 
3. that your 1st month's payment was taken from the payment card to ensure the activation was, in fact, completed
4. try the SIM in a different device to see if it works on that
5. try another person's working SIM in YOUR device to see if it works

[Spudster]

@Scarlett5405 

If you were porting your number from another wireless service provider (WSP), read this for details:

https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection

It may be possible you needed to respond to a port authorization request from your prior WSP if porting from there to here.

[BKNS27]

@Scarlett5405 

I would suggest you go back to LD to help you with your activation issues.

What phone do you have? Check on the PM website to see if phone is compatible with the PM SIM.

[darlicious]

@Scarlett5405 

You can contact the moderators by clicking on the chat bubble at the bottom right corner of your screen. Type sim card did not activate and human and follow the prompts to submit your ticket.

or

Send a private message...

Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

1. Full name and address on account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

 If you cannot remember your pin # include at least three of the following:

1. Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses today. Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

To send a private message to the moderators click below:

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

[darlicious]

@Scarlett5405 

I am surprised London Drugs didn't check to see if your services were working on your pm sim card. There are two possibilities...but first if possible test your pm sim card in another phone to see if it works. That will determine if its a sim card issue or a phone issue.

It is likely your sim card did not provision properly upon activation. You will have to contact the moderators to have them reprovision it. Much more unlikely is you recieved a dud of a sim card. If that is the case you would want to exchange the sim card for a new one ( do not activate it!)at london drugs and once again contact the moderators to perform a sim swap in your account.

If you send a support ticket in quickly you may be able to recieve support tonight for your issue and return to london drugs to do the exchange if necessary.

[Scarlett5405]

I'm trying to register. But I am not receiving code in the text message because the new sim is not working

[Dunkman]

@Scarlett5405 

Try rebooting your phone with the PM SIM card.

Is your phone locked to previous carrier?

You will need to register for your self service account:

https://selfserve.publicmobile.ca/self-registration/