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can't get a ticket to help with activation

SJEcrawley
Great Neighbour / Super Voisin

I have an 821 error code and was directed to submit a ticket. When I go through the process of submitting a ticket it asks me to verify my identity with public mobile number and account number etc all info I dont have yet

4 REPLIES 4

softech
Mayor / Maire

@SJEcrawley Please do not try activate again. 

 

Error 821 is issue with porting information provided.  You might have entered IMEI number but system was expecting account number.  PM likely have charged you and SIM was already provisioned 

 

Please open ticket with PM Support and have them confirm if SIM was activated.   Also, have them to confirm that PM didn't charge you multiple times.  

 

To open ticket , message PM directly

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


**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

 

Yummy
Mayor / Maire

Do not try to activate again! Check your payment card to see if your plan amount has been charged.

Try SIM in some other phone. That will determine if it is your phone hardware issue.

Usually 821 is missing/incorrect porting information. Your SIM card will need provisioning to your incomplete account activation. Send a private message to customer support with "incomplete activation" in the subject line and explain in detail your issue. Once the CSA sets it up correctly you will be able to finish your self serve account set up.

 

To contact CSA-agent, there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

JL9
Deputy Mayor / Adjoint au Maire

If you did try to activate again and are charged for multiple activations, a CSA can assist you with putting funds in available balance or potential refund depending on how many charges there were 

esjliv
Mayor / Maire

@SJEcrawley - if this is related to porting over a phone number from another provider and you experienced issues during the activation, and you got back the payment section and were charged, then you can also use this direct link for porting issues to submit a ticket with Public Mobile representatives (CSA) for help; click this link: to request the transfer of your number over to Public Mobile.

 

See helpful info. here: https://www.publicmobile.ca/en/bc/get-help/articles/port-fraud-protection