topic Phone not active? in Get Support

Phone not active?

Vesta5339 — Tue, 04 Jan 2022 23:27:52 GMT

Created an account. Paid for a month. Got a phone number. Card is in phone, phone displays card but it is not displaying signal or phone number. Other than test for IMEI I did not see any place to enter the IMEI? Could this be the problem? I have a dual sim phone and my other carrier asked for the IMEI and the number and carrier displayed immediately.. Advice please

Re: Phone not active?

srlawren — Tue, 17 Jul 2018 16:55:52 GMT

@Vesta5339 wrote:
Created an account. Paid for a month. Got a phone number. Card is in phone, phone displays card but it is not displaying signal or phone number. Other than test for IMEI I did not see any place to enter the IMEI? Could this be the problem? I have a dual sim phone and my other carrier asked for the IMEI and the number and carrier displayed immediately.. Advice please

@Vesta5339 what is the brand and model of your phone? Who is the other/previous provider? Is it possible your phone is locked to them? Also, try the other SIM slot where your previous card is--Dual SIM phones sometimes have a number of restrictions on the second slot.

Re: Phone not active?

Vesta5339 — Tue, 17 Jul 2018 17:24:31 GMT

I can not switch the cards to the different sim slots each sim slot has a distinct IMEI number the #2 slot is registered with speak out. #1 is Public Mobile if I try to use it -- it says Not available. I believe that the new account has to somehow link to my IMEI but I did not see a place to enter it in the account.

Re: Phone not active?

srlawren — Tue, 17 Jul 2018 17:30:35 GMT

@Vesta5339 no, there's no need to register the IMEI.

There are a few possibilities:

1) Your phone may not be compatible with PM's network. SpeakOut runs on the Rogers network, and Rogers are the only Canadian carrier to run a legacy 2G GSM network. If your phone lacks the required 850MHz and 1900MHz 3G frequencies PM needs, it would not work, but may still work on Rogers' 2G network with SpeakOut. We can help verify this if you give us the brand and model (be as specific as possible on the model number please).

2) Your phone may be locked to SpeakOut (Rogers) if it was sold to you by them prior to Dec 2017. If this is the case, you will need to contact them to unlock it.

3) Your account may not have activated correctly. If neither of the above appear to be the issue, please contact the moderator team for account assistance, as noted below.

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
Messages are replied to during office hours, in the order in which they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

How to view and reply to your private messages

Re: Phone not active?

will13am — Tue, 17 Jul 2018 19:04:25 GMT

@Vesta5339, generally cell services do not involve IMEI locking. The only exception I am aware of is Bell/Virgin data only plans where they register the device IMEI to the account to prevent people from using any device other than the tablet that is supplied with the data plan. In all other cases, the device IMEI is read and used to support identification to the network, but it is never locked to anything. Please provide the device model so that we can assist with troubleshooting.