Trying to reactivate old account

[martin1970]

I have a PM SIM and want to switch over my phone.   I try entering my phone number - it tells me the phone number already exists in the system (I used PM a few years ago.)  When I try the "forget password" link, it tells me "Your login failed. Please try again.".

[Anonymous]

 @martin1970 : Sent you a pm. Click on the little envelope by your shoe avatar.

[martin1970]

"Your post left some ambiguity in the wording"

Recognized that instantly.   🙃

My phone still hasn't transferred - I received a notice saying I entered a number incorrectly and someone would contact me shortly...   Anyway, my problem has been resolved.  Thanks again for all the help everyone!

[Anonymous]

 @martin1970 : Thank you. Your post left some ambiguity in the wording so I thought I should say something due to the sensitivity around referral codes around here (why, is beyond me seeing as how the company gets the revenue anyway, but that's a different discussion)

Although after the fact, there's such a thing as sock-puppet accounts in the fora world. You could be me as a sock-puppet account. So whatever people want to believe is up to them.

Thanks for clarifying nonetheless.

[martin1970]

"I did not send this lovely customer a code"

Correct - he did not.  If I did not already have a code, I would have asked him for one.  🙂

[Anonymous]

So it's clear for all readers...I did not send this lovely customer a code. He can back me up.

I'm delighted to hear that no one had sent him a code. Way t' behave everybody. 🙂

[martin1970]

No one has spammed me yet.  🙂   The process seems to have worked, so thank you so much!  I would have used your code, but I already had one from my wings buddy.  I would have to look at his scowls every week.  😕

[Anonymous]

 @martin1970 : Remember to leave the old SIM in to confirm the transfer. And don't forget to use a referral code. When you very likely get one or more in your inbox here if you haven't already...they're all breaking the house rules. Report them.

Edit: And the promo code. Which might be what brought you back here. Click on Add when you type each code in.

[martin1970]

I will do so now and let you know.

[Anonymous]

 @martin1970 : I think you're in the wrong spot. Click on the big Activate button up top and go through the activation process. In there you'll get to the part of picking a new number or transferring a number from elsewhere. If that's where you're getting the error then that would be interesting.

[martin1970]

I get it when I try to create a new account.   The first thing it does is ask for the phone number.   Then it tells me that phone number is already in use.

[Anonymous]

 @martin1970 : So the error you get...is that when you attempt to do the transfer in the activation process? Not the Create account on the right side of the My Account screen.

[martin1970]

"Have you tried calling the number?"

The number is mine - in use with Rogers.  I transferred a year ago when I moved to a place with low Telus/PM service.   Now I am back in Edmonton, and I have a new SIM card.   

[Anonymous]

 @martin1970 : But you can't just reactivate. You'll need to buy a SIM and start a new account under the big Activate button up top. Have you tried calling the number? Can you tell us the first 6 digits? If the number is from here and not taken by someone else even in suspended status then maybe the CSA's could apply it to your account. If the number is from elsewhere then you would need to the same start from scratch with them and ask them.

[martin1970]

"I am afraid your account was closed long time ago"

Yes.  But my number is still in their system.  😞

[hTideGnow]

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@martin1970 wrote:

Is there a way to contact customer support?  It appears their database is corrupt.  Haven't been with PM in over a year and my phone number is still in their system.  My login has been removed, and the number is preventing me from registering.

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HI @martin1970   

"haven't been with PM in over a year" , you meant you don't have any service with PM for over a year?  if that is the case , your account would have been closed.  Unpaid account will go in the suspension and 90 days later, account will be closed and the phone number will return to the provider which  the number was originally assigned

I am afraid your account was closed long time ago

[BeachNBeer · Accepted solution]

@martin1970 

Contact customer service agents. 

Open a ticket via: 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time) 

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗" 

or send a private message to: 

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[martin1970]

Is there a way to contact customer support?  It appears their database is corrupt.  Haven't been with PM in over a year and my phone number is still in their system.  My login has been removed, and the number is preventing me from registering.

[Yummy]

If you did not use nor pay for PM services for 90 days, your account/number are deleted.

You will have to sign up with PM as completely new customer. And I do not think old SIM will work.

[softech]

@martin1970   You tried to "reactivate old account", you have a PM SIM" ?  do you meant you have an account that you have not been using for sometimes? If you have not used it and not pay for over 90 days, you will need a NEW PM SIM and activate a complete new account.  

As to your phone number "already exists in the system" , if you have been "away" from for that long, your number would be gone and possibly assigned to someone else.  You can try to call the number and confirm if it is true.   You likely have to pick a brand new number when you activate a new account with the new SIM card.

There is current promotion for 2GB for 6 months for $35+ for online activation, you can check it out, it runs until March 2:

https://productioncommunity.publicmobile.ca/t5/Announcements/Feb-28-Flash-Sale-2GB-for-6-months-35/t...

[esjliv]

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@martin1970 wrote:

I have a PM SIM and want to switch over my phone.   I try entering my phone number - it tells me the phone number already exists in the system (I used PM a few years ago.)  When I try the "forget password" link, it tells me "Your login failed. Please try again.".

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@martin1970  -  it is telling you the phone number already exists; it sounds like that phone number is currently used. Is this a number that was active with PM recently?

Have you ever created a self serve account for it? You can do that here:

https://selfserve.publicmobile.ca/self-registration/

But, did you lose that phone / SIM card and you are trying to swap out the existing SIM card on the account?

If you are trying to swap your SIM card number and you lost your current SIM, perform the Change Sim Card option on your self serve account and use the email option.

OR, are you trying to activate a whole new account with a new sim? Then you need to activate here: https://www.publicmobile.ca/en/on/portal/activation

[BeachNBeer]

@martin1970 

After 90 days of non activity or payment account is closed and number is gone. Account is also closed if you ported number out to another provider.

You can not re-use a sim card. You need to order one from Public Mobile or other 3rd party sites like Canadian Cell Supplies. You can also pick one up at a Walmart/London Drugs.

You need a new sim that has not been used and then you can go to activate a new sim then port your number over or select a new number.

Don't forget to use a referral code for a $10 signup bonus.