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bradha
Great Neighbour / Super Voisin

Phone has not activated after sign-up

Hi - I ported my number from Telus over to Public Mobile (ie owned by Telus).

 

I set-up my public mobile account the night of April 6, and inserted the new SIM card. It is noon April 7th and my phone has not yet connected to Public Mobile. My old Telus SIM no longer works, so I assume the number has been ported over. Can you advise when my service will be set-up? I've restarted the phone a few times

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RosieR
Mayor / Maire

Re: Phone has not activated after sign-up


@bradha wrote:

I logged onto self-serve. Everything looks fine. Says account is 'active'


Hi @bradha porting to or from Telus or Koodo is now handled by the moderators.

EDITED 

Customers porting in from TELUS Prepaid, TELUS Postpaid and Koodo Postpaid brands will now follow the same process as those porting in from other carriers, and will have to respond to an SMS text to validate the transfer.

 

As you have already activated your sim card, the next step is to contact the moderators to port your number.

 

Two ways to contact the moderators:

  • Faster way – Click the chat bubble at the bottom right of the page or click this link  >> type “port request" >> click "Yes, I have activated" >> click Contact moderator >> click Click here to submit a ticket!
  • Slower way – Send a private message to the Moderators_Team here.  You have to be logged in to your Community account for the link to work. 

 

It may take up to 48 hrs (hopefully less) to receive a reply from the moderators.  Keep checking the envelope icon on top right for a number to pop up. That would be the moderator’s reply.

 

If you have other questions, we are here to help

 

RosieR

View solution in original post


All Replies
softech
Mayor / Maire

Re: Phone has not activated after sign-up

@bradha , did you try reboot your phone?

 Yes, it usually take only 2-4 hours.   Your outgoing call/text should work, it should be just incoming calls not working

 

Please reboot once more.  If still not works, you might want to call the Porting team: 1-844-232-7678

villellamcmeans
Deputy Mayor / Adjoint au Maire

Re: Phone has not activated after sign-up

@bradha :What your phone do you have? Also can you log into self serve to see if everything ok there?

HALIMACS
Mayor / Maire

Re: Phone has not activated after sign-up

@bradha 

 

TRY:

 

  • removing and replacing SIM card
  • toggling airplane mode on/off
  • resetting your network connections

 

I would recommend (EDIT:  as @softech suggested above) calling the porting helpline for assistance while they're still open, if the above doesn't work.

 

Porting helpline can be reached at 1-844-232-7678 for porting related problems.

 

It's not available for any other account related inquiries. 

bradha
Great Neighbour / Super Voisin

Re: Phone has not activated after sign-up

Hmmm thanks for the advice. I can't call the porting folks, because my TELUS sim no longer works.

 

The SIM card works fine - it is showing Public Mobile in the settings

 

iPhone 7 - should be no trouble for Public Mobile.

 

I'll see if I can find someone else's phone to call the porting folks. Thanks

bradha
Great Neighbour / Super Voisin

Re: Phone has not activated after sign-up

The outgoing call/text doesn't work, unfortunately.

bradha
Great Neighbour / Super Voisin

Re: Phone has not activated after sign-up

I logged onto self-serve. Everything looks fine. Says account is 'active'

RosieR
Mayor / Maire

Re: Phone has not activated after sign-up


@bradha wrote:

I logged onto self-serve. Everything looks fine. Says account is 'active'


Hi @bradha porting to or from Telus or Koodo is now handled by the moderators.

EDITED 

Customers porting in from TELUS Prepaid, TELUS Postpaid and Koodo Postpaid brands will now follow the same process as those porting in from other carriers, and will have to respond to an SMS text to validate the transfer.

 

As you have already activated your sim card, the next step is to contact the moderators to port your number.

 

Two ways to contact the moderators:

  • Faster way – Click the chat bubble at the bottom right of the page or click this link  >> type “port request" >> click "Yes, I have activated" >> click Contact moderator >> click Click here to submit a ticket!
  • Slower way – Send a private message to the Moderators_Team here.  You have to be logged in to your Community account for the link to work. 

 

It may take up to 48 hrs (hopefully less) to receive a reply from the moderators.  Keep checking the envelope icon on top right for a number to pop up. That would be the moderator’s reply.

 

If you have other questions, we are here to help

 

RosieR

View solution in original post

z10user4
Mayor / Maire

Re: Phone has not activated after sign-up

 @RosieR , @bradha : As of Mar 9 only Koodo prepaid and PC Mobile need the moderators.

RosieR
Mayor / Maire

Re: Phone has not activated after sign-up

@z10user4 thank you

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