topic Re: No service in Get Support

No service

StefanYT — Wed, 05 Jan 2022 07:44:22 GMT

Good evening all,

I'm writing for my friend.
I activated her new SIM yesterday night (new account), it worked pretty well, her number was transfered from her previous Virgin Mobile account to her Public Mobile account.
But as we didn't have much time, we didn't create her online account.

Anyway, everything worked perfectly yesterday night but today when she woke up she didn't have any service.
She tried several times to reboot her phone but it didn't help.

FYI I don't have access to the phone at the moment so I can't clearly check and try a few things to see what's going wrong for the moment.

Anyhow, do you have any idea ?

Thanks a lot,
Stefan.

Re: No service

popping — Fri, 07 Dec 2018 02:43:47 GMT

@StefanYT wrote:
Good evening all,

I'm writing for my friend.
I activated her new SIM yesterday night (new account), it worked pretty well, her number was transfered from her previous Virgin Mobile account to her Public Mobile account.
But as we didn't have much time, we didn't create her online account.

Anyway, everything worked perfectly yesterday night but today when she woke up she didn't have any service.
She tried several times to reboot her phone but it didn't help.

FYI I don't have access to the phone at the moment so I can't clearly check and try a few things to see what's going wrong for the moment.

Anyhow, do you have any idea ?

Thanks a lot,
Stefan.

If you activate her account online yesterday, her self-serve account was already created. Use her email address and password to login toher self-serve account.

Is the account status active?

Click on the [Plan and Add-Ons] tab on the overview page.

Is her Virgin phone number shown on the [Plan and Add-Ons] page?

Can she call out and send out text message?

Re: No service

StefanYT — Fri, 07 Dec 2018 02:54:13 GMT

No, no account has been created yesterday.
We had an error while submitting all the information though the SIM card worked and she was able to make calls, etc.
I've just remembered that actually.

Re: No service

popping — Fri, 07 Dec 2018 03:01:30 GMT

@StefanYT wrote:
No, no account has been created yesterday.
We had an error while submitting all the information though the SIM card worked and she was able to make calls, etc.
I've just remembered that actually.

Have she tried to login?

Can she call out and receive calls?

Re: No service

StefanYT — Fri, 07 Dec 2018 03:06:36 GMT

Yes she tried (and I tried for her as well) but it doesn't work.
It seems that the email address is not in the database as when I try to reset the password the system is not able to verify the address.

She cannot call and receive calls.
Though yesterday after we activated the SIM she was able to do so.

Re: No service

popping — Fri, 07 Dec 2018 03:13:07 GMT

@StefanYT wrote:
Yes she tried (and I tried for her as well) but it doesn't work.
It seems that the email address is not in the database as when I try to reset the password the system is not able to verify the address.

She cannot call and receive calls.
Though yesterday after we activated the SIM she was able to do so.

Is her payment went through her credit card?

Is her phone showing Public Mobile?

Re: No service

StefanYT — Fri, 07 Dec 2018 03:17:13 GMT

I've used my credit card as she doesn't have one, but yes I just checked and the payment shows up.
I remember yesterday that no, her phone was actually showing Virgin Moblie.

Re: No service

popping — Fri, 07 Dec 2018 03:27:58 GMT

@StefanYT wrote:
I've used my credit card as she doesn't have one, but yes I just checked and the payment shows up.
I remember yesterday that no, her phone was actually showing Virgin Moblie.

So, she was using Virgin, not PM, SIM card to call out. Her PM SIM card was not working yesterday.

Use her SIM card again to do activate process again.

If her SIM card was activated yesterday, PM system will not let her use that SIM card again.

Re: No service

StefanYT — Fri, 07 Dec 2018 03:31:46 GMT

No you didn't get it.

We actived the PM SIM and it worked at first.
Her Virgin Mobile SIM was on an other phone and we saw that it wasn't working anymore after the activation of the PM SIM with the number transfer.

Re: No service

hamaida — Fri, 07 Dec 2018 04:00:38 GMT

@StefanYTContact customer service and they will solve your problem.

Re: No service

StefanYT — Fri, 07 Dec 2018 05:24:40 GMT

How can I contact them ?
I can't find any phone number or email address.

Re: No service

Anonymous — Fri, 07 Dec 2018 05:40:57 GMT

@StefanYT, Customer service is done by the moderator team. If you have an account level issue, you can reach them via private message.

Click here to send the moderator team a private message. Their hours are: Mon-Fri 9AM-9PM(EST) & Sat/Sun 9AM-7:30PM(EST)
You can find information regarding the moderator team by following this link.

Re: No service

StefanYT — Fri, 07 Dec 2018 05:54:53 GMT

Thanks much