SIM not supported

[Starlee]

I have an account with Public Mobile. I set my son up with his own new account and paid for the subscription. I went and ordered a Public Mobile SIM card off Amazon. When it was delivered, I put it in his phone but when I do that, it says SIM not supported. I opened a ticket from my phone because I can’t use his since it says it will send a text message to his phone number to authenticate but he can’t use his phone number without the SIM card and when I enter the SIM card it says it’s not supported. The response to the ticket I got was to verify who I am etc. like there’s no direct way to reply or reach a live agent. How can I solve this? I have paid weeks already into a subscription. I can’t use for him with no resolution.

[Sansan]

Ok, thank you. I didn't know that's what sim not supported meant.

I learned something new today.

[computergeek541]

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@Sansan wrote:

 @computergeek541 

Please note that it was not mentioned that the phone was locked to carrier when I advised them to contact public mobile for support.

Only after they made contact I see that it's mentioned about being locked. 

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The information about the phone be locked to another carrier is available in the first post.  The SIM not supported message indicates this.

[Sansan]

 @computergeek541 

Please note that it was not mentioned that the phone was locked to carrier when I advised them to contact public mobile for support.

Only after they made contact I see that it's mentioned about being locked. 

[CSA_PM]

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.

[computergeek541]

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@Sansan wrote:

So you downloaded the Public Mobile app to his phone and followed the steps?

That's a weird message.  I bought a sim from Amazon and had no problems activating it.

You can message them at the link below. As you know, there is no one to speak with by phone.

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

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This isn't something to contact Public Mobile about.  Public Mobile cannot unlock a phone locked to a different carrier.

[Starlee]

Thank you… I’m being told it’s possible. The phone is still locked to the previous provider. Trying to contact them unsuccessfully…

[Sansan]

Sometimes the system fails for whatever reason and the text message from Public Mobile is not sent.

Message them and let them know. They will guide you from there.

Be very careful that you are using his phone to do all of this as you don't want to mess up your account.

[Starlee]

I downloaded the app. as the phone still works in Wi-Fi without the SIM card in it, but it says it’s going to send him a text message for authentication and he can’t receive a text message to his new phone number because the SIM card doesn’t work

[Sansan]

So you downloaded the Public Mobile app to his phone and followed the steps?

That's a weird message.  I bought a sim from Amazon and had no problems activating it.

You can message them at the link below. As you know, there is no one to speak with by phone.

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