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Good Citizen / Bon Citoyen

sim not provisioned

I cannot seem to connect a new or transferred number to my new sim card or account. My phone says my phone is not provisioned. 

Mayor / Maire

Re: sim not provisioned

Hello @lana20 ,

 

Does it actually say that message?

 

Try one or more of the below:

*turn off your phone, leave off for at least 3 minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reboot your phone again

 

If you have a provisioning issue, only moderators can help.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 -  Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Mayor / Maire

Re: sim not provisioned

@lana20 ,

 

If the 4-digits of your SIM match the 4-digits listed on your SELF SERVE account, found here, under "Change Sim Card":

 

If the 4-digts DO NOT match, then it appears someone has been fraudulent (SIM-jacked) on your account. 

Change passwords and security questions to your SELF SERVE account right away and check your financials. 

Model Citizen / Citoyen Modèle

Re: sim not provisioned


@lana20 wrote:

I cannot seem to connect a new or transferred number to my new sim card or account. 


What exactly are you doing?  are you getting a new account with a new number or just porting in number?  or Are you an existing user trying to change to a new SIM card?

 

Good Citizen / Bon Citoyen

Re: sim not provisioned

They do match.

 

Good Citizen / Bon Citoyen

Re: sim not provisioned

I got a new sim and activated it and it wasn't working.  My account says there is no number connected to the account so when I try to get a new number it says number change failed.

Mayor / Maire

Re: sim not provisioned

Hello @lana20 ,

 

Please activate it here: https://activate.publicmobile.ca/

 

EDIT: you said you activated it:

If you just ported your phone number from another cell provider it could take a few hours to complete the port. Using the other cell provider's SIM you should be still receiving calls on it, until the port completes.

If you ported from a landline it could take up to 7 days to complete.

 

Make sure you do not cancel your previous provider's services until the port is complete.

 

Call the Porting Team at 1-844-232-7678 to assist with your port.

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

 

Good Citizen / Bon Citoyen

Re: sim not provisioned

I did...my payment went through,  I don't want to pay twice. 

Good Citizen / Bon Citoyen

Re: sim not provisioned

I didn't transfer a number,  I want a new number.

Mayor / Maire

Re: sim not provisioned

Hi @lana20 ,

 

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 -  Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Need Help? Let's chat.