SIM Card/Account active but no service

[hailey_holtkamp]

Hi! I made an account yesterday with public mobile and activated my public mobile SIM card. When I put the SIM card in it said my iPhone was not activated. I put my old TELUS phone card in and it still worked. Today I got a text requesting to transfer my phone number over to public mobile. It must have worked because my TELUS SIM card quit working after that and I'm assuming my TELUS account got deactivated. Now I put my public mobile SIM card back in and it says the carrier is not active and I still have no service. I have tried literally everything the chatbot Simon has said along with everything on the community help page. I don't know how to get service and it won't let me submit a ticket even though i have an account. I also am not able to dial the 611 number because I have no service and therefore cannot make any outgoing calls. I don't know what to do to make my phone work and now I have 2 SIM cards that don't work so I'm stuck with a phone that doesn't phone or text. Any help would be greatly appreciated.

[BKNS27]

@hailey_holtkamp 

Please note that your 2 SIM card will need a different email address for the second SIM.

Only 1 SIM/email address.

[BKNS27]

@hailey_holtkamp 

It sounds like you are porting your old number from Telus to PM.

Most new members missed the most important step by leaving the old SIM in your phone and wait for a text confirming you are porting over to PM. There is a 90 minute window for you to reply.

If you missed this step, you need to contact a CS_Agent to restart the porting process.

They can be reach by typing in Create a Ticket on SIMon Chatbot or by private messaging on this Community page.

Staff is available between the hours of 6:00am to 11:00pm EST.

[hailey_holtkamp]

Same result when I put the PM SIM in a different phone. Submitted a ticket and sent a message we'll see if that works out.

[softech · Accepted solution]

@hailey_holtkamp   it could be a SIM provisioning issue

do  you have another phone to test the PM SIM and see if it has the same result?

i suggest you to open ticket with PM Support and have them to check both the SIM provisioning issue and confirm if porting completed.

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