Receiving Error Code 821 during Activation of New Account

[WanyeCanada]

I am attempting an activation for a new Public Mobile Account, Received error code 821 . Please help I do not know what to do.... 

Error Code: 821

[computergeek541]

self solution removed

[WanyeCanada]

Everything works now,  a BIG Thank you to the Community!!!

[softech]

@WanyeCanada   yes, open ticket with direct message would be sufficient

Monitor your Community inbox tomorrow and update us with good news  🙂

[WanyeCanada]

Thank you I sent private message but I assume all CS_Agents will not be available until tomorrow during regular business hours

[WanyeCanada]

I tried to open a ticket but was not successful as during Step #3 Verify Identity - it asks for Public Mobile account info and last payment info Etc.. but I don't have that info yet so the Submit button was never highlighted for me to submit ticket. I instead sent a private message to CS_Agent. I assume none would be working at this hour so I'll check again tomorrow on status. Thank you everyone! 

[esjliv]

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@WanyeCanada wrote:

My CC has been charged but I have tried to put sim in phone and no response " Not Registered on Network". 

During the activation process PM mention I may receive an emails or texts about porting my Tel # but I never received anything, my provider was Koodo Mobile

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@WanyeCanada - no one is going to reach out to you to fix this. So you will need need to submit a ticket to Public Mobile Customer Support Representatives.

Please note, we are all customers and members here on the forum just trying to help, but cannot go much further at this point.

[Handy1]

@WanyeCanada  Could be a provision issue with SIM card also reach out to support as already mentioned by others here and get fixed .best of luck Wayne 

[softech]

@WanyeCanada   this happened,  The use of IMEI caused some issue with the activation and porting.  Again, no worry, open ticket with PM support and they will sort it out for you

[LoveNature]

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@WanyeCanada wrote:

My CC has been charged but I have tried to put sim in phone and no response " Not Registered on Network". 

During the activation process PM mention I may receive an emails or texts about porting my Tel # but I never received anything, my provider was Koodo Mobile

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Hi @WanyeCanada 

do you not activate again, send a private message to CS_Agent
here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[WanyeCanada]

My CC has been charged but I have tried to put sim in phone and no response " Not Registered on Network". 

During the activation process PM mention I may receive an emails or texts about porting my Tel # but I never received anything, my provider was Koodo Mobile

[Handy1]

@WanyeCanada  Also was the Koodo plan you had. Post paid or prepaid if prepaid then you would need support anyway after you activate SIM card 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

• you can send a private message   To CS_Agents by clicking here.

  Watch for reply top of page to the

   Right ( envelope image )

[esjliv]

@WanyeCanada - submit a ticket with Public Mobile representatives (CSA) to check on your port and activation; click this link for issues with transfer/porting of phone numbers over to Public Mobile.

[softech · Accepted solution]

@WanyeCanada start with open ticket with PM support and have them to get the sim working.  Also provide them the account number for your old provider and they can arrange the rest of the porting to make it right

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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 to you there

[WanyeCanada]

Confirmed PM has charge my credit card but the sim card is not connecting. During the activation process PM mention I may receive an emails or texts about porting my Tel # but I never received anything, my provider was Koodo Mobile

I did in fact request porting and used IMEI as the information for the old provider.

Do I just wait now?

[esjliv]

@WanyeCanada - if you were charged, submit a ticket with Public Mobile representatives (CSA) for help; click this link for issues with transfer/porting of phone numbers over to Public Mobile.

Note:

• Cell ports can take 2-3 hours. Use the previous provider's SIM card to receive the porting transfer text for approval to port over to Public Mobile and to receive calls from until port is complete.
• Landline/voip ports can take 3+ days. Expect a mix of services on the landline and Public Mobile SIM card until port is complete.

When the incoming calls stop on the previous provider’s SIM card and/or landline/voip account, that is a good indication the port is complete.

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

[Handy1]

@WanyeCanada  Additional info on porting 

When transferring (porting) your number to any new carrier it’s important to remember to leave the old providers SIM card in the phone until you receive the confirmation text from old carrier @that point you have 90 mins to reply YES to the confirmation text … also when going thru this process the new provider will want you old providers account number and will ask for IMEI number disregard this (IMEI) number as it has a tendency to just cos porting hiccups .. so if your ready to port to pm and already activated a SIM card you can go to your self serve serve profile tab and change /transfer (port) number this can also be done on activation but it’s advised to pick a temp number first then port 

[softech]

@WanyeCanada 

DO NOT try to re-attempt activation.  Pm might have charged you already.  

First check if PM charge your credit card yet.  

Also, put the PM SIM in a phone and check if it connects to PM network and if it can make outgoing calls

If PM has not charge you and the sim card is not connecting, then the activation didn't completed.  

Error 821 usually comes up when you request porting and used IMEI as the information for the old provider

If PM didn't charge you yet, you can try to activate again and request porting, but try to enter the account number of the old provider instead of IMEI.  

[Handy1]

@WanyeCanada  First make sure you cc hasn’t been charged .. if not then try again incognito mode private mode