topic Re: Need help getting full service in Get Support

Need help getting full service

rlee4 — Wed, 05 Jan 2022 06:11:35 GMT

Hi Community Members,

I'm new to Public Mobile and went through all the necessary step in activating my new account. However, I don't have full service, i.e. I can send out text and make outgoing calls, but cannot receive texts or calls. I've read that the MODS are all backed up and am waiting patiently since Nov 19.

Please help.

Re: Need help getting full service

Mana — Tue, 06 Dec 2016 03:47:24 GMT

Hi,

Do you a new number or did you port you old number from another service provider?

Re: Need help getting full service

ShawnC13 — Tue, 06 Dec 2016 03:55:52 GMT

If your old sim is active I would put it in until you can get this cleared up. If you contacted them on the 19th they should have got to you by now. @Shazia_K will hopefully be able to help when she is back to work but she is gone for the day now.

Re: Need help getting full service

rlee4 — Tue, 06 Dec 2016 03:57:19 GMT

Hi, I took a new number, which allowed me to choose the last for numbers, i.e. 647-766-XXXX. I was actually hoping to port over my current rogers number. Now I'm stuck paying for two plans.

Re: Need help getting full service

rlee4 — Tue, 06 Dec 2016 04:01:07 GMT

I put in the public mobile sim now and again to see if it works. Sadly no go. I desperately need to ditch my overpaid rogers plan.

Re: Need help getting full service

NDesai — Tue, 06 Dec 2016 04:55:52 GMT

@rlee4 Have you tried the sim on another phone? May be something in settings. Make sure you have LTE selected in settings.

It is very rare that when you pick new number, some services work and some don't. Hopefully, your sim is not faulty and its a quick fix if account end issue.

Re: Need help getting full service

rlee4 — Tue, 06 Dec 2016 05:08:31 GMT

I only have an iPhone 4s, which I unlocked specifically for public mobile. When the pm sim is in, I see 4G. I don't think my phone has LTE. Isn't 4G and LTE just service speed? From reading the community threads, it might be an incomplete. I'm a noob to all this.

Re: Need help getting full service

Luddite — Tue, 06 Dec 2016 15:37:35 GMT

@rlee4 What's happening now? Are you using iOS 7 or 9? What plan did you pick?

As said previously, this is very odd behaviour if you selected a new number.

Have you tried:

- rebooting the phone

- reset all network settings; you will need to add back wifi passwords after that.

- go to settings, then general-profile and make sure that there is no existing profile, if there is a profile delete it

- check network is not set to 2G; use auto, 3G, or LTE?

Re: Need help getting full service

rlee4 — Tue, 06 Dec 2016 16:31:49 GMT

@Luddite, just tried the PM sim again and when trying to call it from a landline, it says number not in service. Had a friend text me, but I don't get his text. I'm on IOS 9.3.2. I choose the fall promo, i.e. 90 day 12gb plan.

I've tried the following:

- rebooting the phone

- reset all network setting

- I don't have a profile option in the setting screen

- 3G is show at the top of the phone

Re: Need help getting full service

Luddite — Tue, 06 Dec 2016 16:56:52 GMT

A conundrum for sure. You are down to the final test to confirm phone or account issue:

- try your PM SIM in another unlocked phone, (if you live near Mississauga private message me for help here)

- try an known active SIM from any carrier but Rogers in your phone.

It does seems that your activation was treated like a port-in somehow. Only the moderators can cure this if true. @Shazia_K will be able to help but it may take a while.

Best stick with your Rogers SIM for now; they will prorate your final bill once the port-in goes through.

You could gamble on requesting the port-in of your Rogers number, since you do not have full service anyway. Be sure to follow these pointers if you do that:

- clear your browser's cache and turn off any ad/popup blocker

- do not use any identifier except your account number EXACTLY as shown on your bill; it is the best item for any port-in request

- do not make any errors in the Authourized User; this must be EXACTLY as it appears on your bill

- do not use your number as the Alternate Number; use someone else's

- do not forget to click "I am authourized ...." BEFORE you entering your number (courtesy imm1304)

- do not cancel your account; that will happen automatically

Re: Need help getting full service

Shazia_K — Tue, 06 Dec 2016 17:03:30 GMT

Hello @rlee4,

I'm really sorry to hear about this!

I see that you were previously interacting with @Mary_M.

She will get back to you shortly.

Thanks,

Shazia

Re: Need help getting full service

Mary_M — Tue, 06 Dec 2016 17:11:11 GMT

Hey @rlee4,

Can you please view your private message ? I believe that the root of the issue was the phone number chosen - and I was forced to change it. Please test your services and let me know if it works!

Thank you,

Mary

Re: Need help getting full service

rlee4 — Tue, 06 Dec 2016 18:08:24 GMT

Thank you so much Mary. The new number has full service. Who would of thought it came down to a phone number issue.

I will port over my Rogers number via self-service account shortly. Fingers crossed, hoping it works without a hitch.

Cheers,

Robert