Unable to resume activation

[mrsblunt]

Hello,

I've changed my password, and when I log in, it asks me to "Resume Activation" which then prompts me to enter my email and password. After entering in my credentials, it says my email and password does not match. Not sure what is going on.

Regards,

[mrsblunt]

Thanks everyone for helping out. I was able to reach out to a CSA and after confirming a few details I was able to recover my account number and was able to successfully port my number over to koodo. With regards to porting the number using IMEI number, I'm still not sure what caused the issue after rereading CSA response.

According to the CSA:

"This option, using the IMEI number to port out, normally is working fine between postpaid-postpaid, due to the fact that you port out prepaid-postpaid the system sometimes is asking the second option Account number. 

Also can be the fact that there were too many IMEI used in the activity field with the sim card, and the system did not accept this step as a secure one. "

[mrsblunt]

That is correct. I've been a Public Mobile customer for several years now. I've signed in before early May 2023 to change my plan, but am not able to sign in now and see all that info anymore. Never used the app until today. Account has never been suspended and am still using the number.

[computergeek541]

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@mrsblunt wrote:

No, when I signed up with Public Mobile a few years ago, it was a brand new number.

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Does this mean that you're a long time Public Mobile customer and simply wish to port the number over to Koodo. That would also mean that the message about resuming activation is an error on Public Mobile's part.  Is that all correct?

If the above is the case, you do not need to make any further plan payments to Public Mobile as long as your Public Mobile account is still open.  A suspended Public Mobile account can have a it's number ported to Koodo, but you would require the porting to be manually completed by Koodo and Public.   If your Public Mobile account has been in suspension for 90 days, that would mean that you Public Mobile has been closed and that the phone number has been lost.

[mrsblunt]

No, when I signed up with Public Mobile a few years ago, it was a brand new number.

[computergeek541]

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@mrsblunt wrote:

The Public Mobile account must be active right? I'm still paying for a monthly plan, unless I am missing something. When I was going through the setup, it won't let me use the SIM card barcode because it was already in use.

I also tried going through the chatbot to see if I can chat with someone but it keeps sending me back to submit a ticket, but I can't submit a ticket because I cannot login through the browser.

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Was the number ever ported over to Public Mobile to begin with?  If not, the porting wouldn't be from Public Mobile to Koodo but would be from whichever carrier you were using the phone number at before to Koodo Mobile.

[computergeek541]

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@Chalupa_Batman wrote:

Sadly the PM account has to be active to be able to port over to Koodo. If it's not active, it won't work. You'll either have to lower it down to the lowest $15 plan or lose the number. Unless anyone else can think of a better idea.

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This isn't accurate.  A phone number on a suspended Public Mobile account can still be ported within the Telus family.  There doesn't have to be an active plan and no payment to the Public Mobile account is required.  The Public Moible account only needs to be still opened (not closed), but can be suspended.

[Chalupa_Batman]

Our pleasure. Give our regards to Snoop Dogg! 🙂

[mrsblunt]

Thanks for the quick replies, you've been great! I've sent them a message and see what they come back with.

[Chalupa_Batman]

If you require to submit a ticket, click on this link

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

Let us know how things work out. This is an interesting event.

[mrsblunt]

The Public Mobile account must be active right? I'm still paying for a monthly plan, unless I am missing something. When I was going through the setup, it won't let me use the SIM card barcode because it was already in use.

I also tried going through the chatbot to see if I can chat with someone but it keeps sending me back to submit a ticket, but I can't submit a ticket because I cannot login through the browser.

[Chalupa_Batman]

Sadly the PM account has to be active to be able to port over to Koodo. If it's not active, it won't work. You'll either have to lower it down to the lowest $15 plan or lose the number. Unless anyone else can think of a better idea.

[mrsblunt]

Unfortunately, I've tried that and was unsuccessful. It works through the app, but it is forcing me to add another monthly subscription plan.

[mrsblunt]

I can confirm this works through the app and still does not work through browser (chrome and edge).

I am trying to port my phone number over to koodo and submitted my IMEI number but it gave me an error. The other option was to submit the account number from Public Mobile, which I am in the process of trying to recover.

Now when I start up the app, it's asking me to continue finish setting up and add on another subscription plan.

Is there another way to recover my account number? (I don't have the original email with the account number). Or do I have to finish adding on a new subscription plan? 

[Chalupa_Batman]

Clear your browser cache and try again. There's been an ongoing issue with that. So go into your browser settings clear your cache cookies and history. Then try logging in again and everything should go back to normal. Or even try another browser.