SIM activation with old phone number transfer failed

[sandy071]

new SIM card activation with old phone number transfer failed, please help

[CSA_PM]

Thank you for the escalation!

The client is already in contact with an agent, and the agent is waiting for a response from the client in order to assist further.

[hTideGnow]

hi @sandy071 

the good news is galaxy flip 4 will work for sure, so no worries

it is only an issue with the sim card setup.  Try reboot the phone and then Reset network settings from Settings -> General management -> Reset

if same, you will need to message PM support and ask them to check the system side setup

[sandy071]

It's a new account activation and it's a new SIM, I tried to activate the SIM at the same time request for old phone number transfer, I received SMS from my old service provider Roger to confirm the transfer and responded YES, I am stuck since then

[sandy071]

it's not a new phone, it's a Samsung Galaxy Flip 4 i have been using.

[hTideGnow]

hi @sandy071 

the new sim was never activated? 

is this a new account activation or you just need a new sim on existing account?

[hairbag1]

@sandy071 

as your account isn't set up properly, here's a link to use to contact Customer Support. Watch the little envelop icon will be highlighted when they respond...

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

[sandy071]

i already put the Public Mobile sim in the cell and it is not working, no Public Mobile icon show up

[hairbag1]

@sandy071 

put the Public Mobile sim in the cell and see if all is well. Does the Public Mobile icon show up as your network now ?

[sandy071]

my old account from Roger is not working anymore as I try to insert the old SIM, it's not working ....

[sandy071]

i had already download the APP, account created, showing my requested transfer number, my old service provider which is Roger already send me a confirmation to transfer number and I already answer YES, been waiting since yesterday, I also got email telling me that the transfer process takes no more than 5 hours......i am stuck now, please help

[hairbag1]

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@sandy071 wrote:

No, its new account and SIM activation 

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OK...so you gotta download the app to your cell, then create your new account. I'd suggest taking a new number for now...then when up and running, you can initiate port of old number to new account. Your old account must still be active to port successfully so don't cancel old account just yet.

[sandy071]

No, its new account and SIM activation 

[hairbag1]

@sandy071 

so you downloaded the Public Mobile app to your cell and logged in to created your new account ..right ? Is your account and old number Suspended due to non-pay ? Your old account must be active and in good standing for port to be successful.

ed