Unable to contact customer support from a given link

[Ontariodude]

Hi,
Recently I purchased a $34 monthly plan and my credit card was debited. I am trying to find the status of my SIM. When I log into my Public Mobile account, it keeps sending me to the"Activation Page" as the system keeps insisting I have not paid for the plan. I do not have any other means to contact Customer Support as it does not allow me to proceed with the contact.
Who does one do to contact and resolve this issue?
Thank you.

[Win_hau67]

If I reactivated I need to pay for the other provider. It is possible that you can help me how to get the new number instead.

[computergeek541]

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@Win_hau67 wrote:

I had sign up for Public Mobile recently, but the mobile number I have did not get transferred. I also cancelled my plan with the previous provider. Now, My cell does not received any incoming call and I cannot make a call either. How can I solve this problem? PLEASE HELP!

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Are you trying to move that phone number to Public Mobile?  If you are trying to do that, the first thing that will need to be done will be to contat the old carrier and reactivate the service.  Only after that is done can the number transfer to Public Mobile be tried again.

[Ontariodude]

I have read your posts, and if I understand it correctly you went from Pay as You Go on Public Mobile to Telus full service. You requested your phone number from your Pay-as-You Go (PM) to be ported to Telus. With the new Telus SIM, you are not able to activate it? Are you using the My Telus mobile app to activate the SIM? While there may be a limitation/conflict based on your IMEI number, I would think PM servers and Telus are physically separate units. It is not any different than the situation with  second/third tier providers (Rogers/Fido/Chatr)

[Win_hau67]

I had sign up for Public Mobile recently, but the mobile number I have did not get transferred. I also cancelled my plan with the previous provider. Now, My cell does not received any incoming call and I cannot make a call either. How can I solve this problem? PLEASE HELP!

[guardian]

How did you get it to accept the PC? I had that but I couldn't get it work anymore. Same address I used before but not working now

[Ontariodude]

I would like to thank each and every one who has jumped in to help me here. While I was questioning my decision to go with Public Mobile as my provider, I found out the Community spirit and desire to help is overwhelming and deserve big kudos. For this, I thank you, guys.
As of Nov. 10/23 ~ 18:00 (Toronto)  UPDATE: I have received a SIM as of 4 PM and installed it in my backup phone (older Galaxy S8+    SM-G955W).  After getting my phone number and finalizing my activation, my ability to access both the phone app and PM account via a PC (Win10 x64) is working like a Swiss watch. Unless someone can chime on this, I am guessing my issue was related due to not having a active PM phone number. Based on this learning g curve, I am planning to get my wife drop her current provider and jump onto Public Mobile train. Can anyone tell me if porting a number from Rogers to Public Mobile is difficult? Again, thank you very much for all your help!!

[guardian]

The old accunt was a pay as yu go, so I had over 5 months worth of service prepaid.

I tried the other phone idea and it didn't work. The app refused to download on either phone no matter what I did.

I already have a ethingy, asks for douple confirmation and sends code to old number

All I need is the NEW sim card activated but apparently it is impossible.

I heard Telus was abandoning Public Mobile that is why so few places now sell sim cards.

I will ask to get a refund for the new sim card and activation fee already paid for but I doubt the BOT will agree

[hairbag1]

@guardian 

ask a friend or fam to download the PM app on their phone, so you can activate an account. Sounds like you'll need a new untouched sim or an esim (available for free for all new accounts). Once you've activated successfully, they can delete that PM app if they want. (You'll need to use a new email address as you can re-use the old one from your previous PM account)

I'm unclear on your statement about having 5 months credit on old account. If you ported away from PM to Telus, your old PM account is deactivated and any remaining $$ are lost. You'll be starting out a fresh new account independent of your old deactivated account.

[guardian]

I had a pay as you go, I liked it. I paid using vouchers with no problem. I then transfered my number to telus.

I bought a new sim card but cannot complete activation even after I paid. I also had a credit on my existing account.

I was told I had to use a brand new phone to download the app to a phone as it will not download to a computer.

So now I have another sim card paid for, the first month on the new sim card activation paid for using a credit card and still have enough money left in my old account to pay for 5 months.

BUT I CANNOT ACCESS any of it.

The app will not download to a brand new phone either it says "Not Available For Your Device" New Samsung SG 23 5G.

Getting ready to just give it all up and sign on with another month to month plan with someone else where I cn actually sign into my account.

[guardian]

That doesn't work either so far all suggestions son't work for me. AND I already had an acive account.

[BKNS27]

@Ontariodude 

Did you activate the SIM on the PM app? It sounds like you are doing it online. Use the PM app to complete the activation.

To contact a CS_Agent, click on your avatar then Messages then the pen/paper icon or the link for private messaging that other members have supplied.

[hairbag1]

@Ontariodude 

I also use FF on my laptop when browsing the PM website. You could try browsing in a Private mode to see if that helps. Also, try clearing the cache files.

[hTideGnow]

HI @Ontariodude 

For the private message inbox,  use this link to access

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Ontariodude]

That is the problem. I do not have that little envelope. It keeps going to the Activation page. I have tried in using all 3 types of browsers (FF is my default) thinking it may be an issue in the choice of my browser. It is not as the result is exactly the same. I did send a private message to CS support from the link you have provided. Thank again.

[hairbag1]

@Ontariodude 

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@Ontariodude wrote:

Thank you.

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Watch the little envelop icon on top right side of page will be highlighted when they respond to your questions.

[Ontariodude]

Thank you.

[hairbag1 · Accepted solution]

@Ontariodude 

here's link to send a message to Customer Support...

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