New subscription error

[Cherylwi]

I currently have service with my phone for last few years. My wife's Bell contract finally ended and she has been paying month per month and now we want to switch her phone over. We purchased a SIM card locally from the Telus store. We came home and we started the activation process. We transferred her number. We assigned the new SIM card number and it has already charged my MasterCard. However, during the end of the process we received an error that we cannot go any further and would have to contact customer support. The chat AI bought has been taking me in circles and I have been unable to contact a representative to address this issue her phone is a newer Google pixel 8. Each time I log into her new account with public mobile, it continuously tells me to finish the process from the point of adding a SIM card. Every time I go to re-enter the SIM card number that is on the SIM card it says it's already in use. What are other ways to be able to contact a customer service representative?

[computergeek541]

self solution removed

[BKNS27]

@Cherylwi 

Just click on the solve solution or a cancel button again and it will remove you solution. It has been a long time since I click on solve solutions.

[Cherylwi]

Sorry I'm new to this. The AI sucked and there's not much service Representatives. It's not what I was expecting coming from Bell where I had a physical person I could talk to. How do I go about removing this?

[BKNS27]

@Cherylwi 

Sorry, you can’t pick yourself as a solved solution. An Oracle will notify you and remove. You need to pick another member who had the best solution to your issue.

[Cherylwi]

Yes I'm dealing with a customer service representative right now

[Dunkman]

@Cherylwi 

Did you download the PM app on your wife's phone to finish off the activation?

[Yummy]

Both accounts have to be active in order to transfer number.

If you initiated transfer from Bell to nonexciting account then (since you did not active PM SIM yet) most likely Bell account is now closed. Kind of complicated situation.

Confirm First your Bell account is still active - call the number. And if yes open a ticket through chatbot and ask agent for advise what to do.

[Cherylwi]

Thank you. I will try this

[BKNS27]

@Cherylwi 

On the Chat icon, just type in Submit a Ticket or dm a CS_Agent:

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

This seems to be an issue for a few new members.