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Sim

braedenpicard
Great Neighbour / Super Voisin

I have registered my sim and selected a number, payment was successful. It's been over 12 hours and the sim is still not working, I have tried it in other devices and it still doesn't work. I've also put a friends functioning sim in my phone so I know it is an issue with the sim not the phone. Is it possible it may take up to 24 hours or something?

5 REPLIES 5

hTideGnow
Mayor / Maire

HI @braedenpicard  Can you at least make outgoing calls?  And is Mobile data working?  if they both not work, I think there is a problem with provisioning your SIM card on the system.    Please open a ticket with PM Support.  

 

If you cannot login to My Account, then you will need to open ticket by direct message:

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

 

If you can login to My Account, please open via Chatbot as that is quicker: 

Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

  1. type: Activation
  2. click "Activation isn't working"
  3. click "Other/Error code 821"
  4. click "Contact Us"
  5. Click "Click here to submit a ticket"
  6. you will then direct to another page to open ticket.

 

 

Whichever way you open ticket with , after ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

 

BKNS27
Mayor / Maire

@braedenpicard 

If you are not porting an old number and picked a new number.

Try powering off the phone then power the phone back on with the SIM in the phone.

Yummy
Mayor / Maire

As soon as you register and activate your SIM you should have service.

Maybe SIM has to be provisioned. Please contact agent through personal mail (if ticketing does not work very first time you try it) and ask them to investigate and assist.

 

Let us know what was the issue when it gets resolved, please!

esjliv
Mayor / Maire

@braedenpicard wrote:

I have registered my sim and selected a number, payment was successful. It's been over 12 hours and the sim is still not working, I have tried it in other devices and it still doesn't work. I've also put a friends functioning sim in my phone so I know it is an issue with the sim not the phone. Is it possible it may take up to 24 hours or something?


@braedenpicard 

Did you activate with a new number or transfer one over?

 

If new, what happens when you call the number?

 

Ensure to reboot the phone with the SIM card inside, and try perform a reset of the network settings.

 

Still issues...then contact CSA.

Methods to contact Customer Support (CSA) found here: https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

 

 

EDIT, can you log into self serve and check your status? What does it say: https://selfserve.publicmobile.ca/

Anything when you call 611 with the sim card in the phone?

 

cellphoneuser1
Mayor / Maire

@braedenpicard wrote:

I have registered my sim and selected a number, payment was successful. It's been over 12 hours and the sim is still not working, I have tried it in other devices and it still doesn't work. I've also put a friends functioning sim in my phone so I know it is an issue with the sim not the phone. Is it possible it may take up to 24 hours or something?


No, it doesn't take 24 hours. Something went wrong.  Open a ticket. Open the chatbot and ask to contact a CSA customer support agent.

Need Help? Let's chat.