new customer- cant activate account

[sfrancis1]

i need to download the app to activate my new account. just getting a no network message when i try. there is no phone number associated with the sim,think it will be assigned when activated. i am unable to send a support ticket as just get an error message when  i send it.not sure what will  be needed to to get the phone working.so far not happy with this service.

[dust2dust]

Yes, depending on OS version. I would only help with Windows. I don't do Apple.

[LitlLdy]

@dust2dust , do you know how to hotspot from a computer is our question? 😃 

Edit: @maximum_gato , stop typing so fast! 😆 

[maximum_gato]

@dust2dust 

Can you Hotspot thru a desktop?

[dust2dust]

@maximum_gato- On the island escaping the smoke. Just watched a beautiful downpour of a squall going through.
Only iOS and Android can run the app. Maybe a Windows Android emulator would work. Never tried one.

@sfrancis1- Do you not have friends and family nearby to use their phone to finish the sign up? Then they can remove the app and you can use the web site thereafter.

[maximum_gato]

@dust2dust 

Where are you? You use a desktop don't you?

[maximum_gato]

@Priority 

That is if they are using an e-sim?

@sfrancis1 

Are you activating with e-sim or a physical Sim card?

[sfrancis1]

managed to get through to them. i have an old desktop not sure if  hotspot can be set up,work will  be providing  thier own for me to work from,probably the one in my cubicle.

[LitlLdy]

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@maximum_gato wrote:

@LitlLdy 

Good then maybe you can help the OP with this depending on their operating system. I have no experience with this.....I am assuming they are hooked up to the ethernet on their computer.

@sfrancis1 

What kind of computer are you using and what is it's operating system?

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@maximum_gato , sorry I meant it has been awhile since I’ve had a computer/laptop 😔. I use my iPad for everything. I will edit my post.

Edit: This was so much easier for some Customers when they were still allowed to do all this using the website to activate an account with Public Mobile instead of now only being allowed to do it using the app! 😔 

[maximum_gato]

@LitlLdy 

Good then maybe you can help the OP with this depending on their operating system. I have no experience with this.....I am assuming they are hooked up to the ethernet on their computer.

@sfrancis1 

What kind of computer are you using and what is it's operating system?

[Priority]

https://productioncommunity.publicmobile.ca/t5/Get-Support/e-SIM-Activation-Guide/m-p/1020154

[LitlLdy]

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@maximum_gato wrote:

@sfrancis1 

A laptop or pc? Sorry I'm not terribly computer savvy ( I've learned a lot from the community but my experience is on tablets and phones....) can you set up a wifi Hotspot on your computer for your phone to use to download the app? Or do you have a neighbour or a local coffee shop or fast food restaurant that you can download the app and complete your activation? If you have all of your info prepared and laid out you can easily complete your activation from start to finish in less than 10 minutes.

Don't port in upon activation you can do that later on your computer once you have account access. @Priority can walk you thru the app activation process as he has done it many, many times since May whereas I've only done it once since then using the app.

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@maximum_gato , oh my goodness, I completely forgot about hot spotting from a computer/laptop! Thank you for the reminder. It has been a few years since I’ve had a computer/laptop.

[maximum_gato]

@sfrancis1 

A laptop or pc? Sorry I'm not terribly computer savvy ( I've learned a lot from the community but my experience is on tablets and phones....) can you set up a wifi Hotspot on your computer for your phone to use to download the app? Or do you have a neighbour or a local coffee shop or fast food restaurant that you can download the app and complete your activation? If you have all of your info prepared and laid out you can easily complete your activation from start to finish in less than 10 minutes.

Don't port in upon activation you can do that later on your computer once you have account access. @Priority can walk you thru the app activation process as he has done it many, many times since May whereas I've only done it once since then using the app.

[LitlLdy]

@Priority , I suggested that in my response to @sfrancis1 ! Hopefully the CS_Agent can get it working!

[sfrancis1]

my home computer. i'm in the process of upgrading my internet so home wifi not currently working. my work  has moved to work from home so i'm trying to get everything set up. we were in the office for the whole pandemic  and now they want us to work from home. need the cell working for this.i tried rebooting.

[Priority]

@sfrancis1 The Submit a Ticket system hasn't been working since the change to EverSafe ID in late May. 

Alternatively, you now need to contact the Customer Support Agent directly by messaging them on The Community. 

'Contact a Customer Support Agent'

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

[maximum_gato]

@sfrancis1 

How are you accessing the community? On limited mobile data or wifi? Try rebooting your device to begin with....? 

[LitlLdy]

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@sfrancis1 wrote:

so as i cannot download the app  or file a support ticket i do not know what  to do

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@sfrancis1 , while you are signed on here you can send a private message to a CS_Agent

You can send a private message to a CS_Agent using the link: ->   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Customer Support Agents are available from:

• Monday to Sunday: 9 AM to 10 PM EST

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Edit: @sfrancis1 , can you connect your phone to Wi-Fi so you can download the app on your phone to finish the process?

[hTideGnow]

HI @sfrancis1 

you cannot download the app or cannot use the app?

if cannot download, check if your app store is set to Canada and if you have a new enough phone with new enough OS

if you cannot launch the app or login, then it is different

No network message is usually a problem on your end.  Is your Wifi working?

[sfrancis1]

so as i cannot download the app  or file a support ticket i do not know what  to do

[sfrancis1]

I

CANNOT DOWNLOAD THE APP!!!!! NO NETWORK MESSAGE!!!!! ONLY  GET ERROR MESSAGE WHEN TRY TO FILE SUPPORT TICKET!!!!!

[Priority]

Once you've downloaded the App, press Log In and it will continue with Activation where you left off on the Website. 

I always recommend doing Activation fron Beginning to end using the App, the website isn't the best for Activations.