Sim card not working

[TaoBui]

Hi so I just switched to Public Mobile.

I received the sim card in the mail. I followed the instructions and responded YES to the sms about transferring my phone number. After that, I wasn't given any other prompt and this is where I think i might have mess up. I thought the transfer was done and my account had been set up, so I put in the new sim card. Afterwards, it would NOT let me log into my account. I still can't log in. Every time I try, I get a "forbidden" message on a white screen. On the app, it just reloads and asks me to log in infinitely. 

 It's been well over 5 business hours, but I can't call or receive calls, or use data. It says my subscription has not been activated even though I followed the steps (or so i thought so). If any one can help me out, it would be greatly appreciated. I've sent a ticket for help but haven't gotten a response from customer care in over 5 hours now. 

[TaoBui]

I was told I just have to stop paying, which isn't an issue since I can't access my account anyways. I was not able to port back my number. I got a entirely new number sadly. And the CS_Agent told me the autopay was off for my account so hopefully I don't get a charge in the near future. Thanks for the heads up!

[Sansan]

That's too bad that they weren't able to fix whatever the error was. How did you cancel? Did you port back your number? Make sure disable the Subscription for autopay.

[TaoBui]

Last Update: Ended up cancelling my plan and switching to a new provider. Public mobile refused to help, so I had no choice. I was paying money for a service that wasn't working. 

[hTideGnow]

HI @TaoBui from what I understand, only way is to get agent to help.  Please submit them ticket and ask them why that happened and please report back and let us know

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437        

[TaoBui]

Do you know any solutions for the "forbidden A1" messages I keep getting when I try to log in. Cookies and cache are cleared and I've tried from 3 different devices already. I told the CS_Agent but they seem to be responded in an automated/robotic way. They keep repeating to clear cookies and cache even though I told them I did. No actual help is being given to me and its very frustrating

[TaoBui]

Update 2: no fixes and no one to help me. I might have to cancel this service before I can even use it. I cannot access my account no matter how many time i clear cookies/caches. I've tried using my phone and a computer to log in. Tried 3 different devices already, but i keep getting a "forbidden A1" message. 

[TaoBui]

Update: I got a reply back. My ticket had to be forwarded to another department for further inspection. Another update to come...

[BessL]

Update. I went to Telus and bought a new Public sim card but was actually unable to change it because the app would not save the new number (button greyed out). I finally gave up and conerted to esim and now, at last, I have it working.

[TaoBui]

Thanks for letting me know, appreciate your reply

[Sansan]

Many have explained that there've been waiting for a few hours already.I anticipate that they are extremely busy with request. So you just have to wait in the meantime. I don't know if that will help but maybe try to reboot your phone a few times.