topic Re: No service in Get Support

No service

dezn — Wed, 05 Jan 2022 07:46:10 GMT

So i got my SIM Card today and went ahead to sign up online for my plan and everything went smoothly. I plugged in my sim card and no service, nothing showing up on my device and its a nexus 6p unlocked and yeah.. I have my SIM # and phone number as well. My account also shows active and my credit card shows pending for the plan as well. So what's going on here?

I'm going to check with my friends phone as well tomorrow. And this SIM was bought directly from PM. Also typed sim again to see if i made any mistakes and nope. Not working need mod help.

Re: No service

RobertQc — Tue, 11 Dec 2018 01:26:47 GMT

@dezn wrote:
So i got my SIM Card today and went ahead to sign up online for my plan and everything went smoothly. I plugged in my sim card and no service, nothing showing up on my device and its a nexus 6p unlocked and yeah.. I have my SIM # and phone number as well. My account also shows active and my credit card shows pending for the plan as well. So what's going on here?

I'm going to check with my friends phone as well tomorrow. And this SIM was bought directly from PM. Also typed sim again to see if i made any mistakes and nope. Not working need mod help.

@deznThe phone says "no service" / "emergency calls only" ? Have you tried to re-insert your sim card? It may not be seated properly.

Have you checked your IMEI number? Make sure that the phone has not been added to the blacklist (it happens, sometimes even by accident) https://www.devicecheck.ca/check-status-device-canada/

Go into network settings is it set to "automatically select network" ? If it is, deselect it and try to do a manual network search, (it takes a few minutes be patient) what networks do you see? If you see public mobile, try connecting to it manually and report back.

Re: No service

dezn — Tue, 11 Dec 2018 02:06:00 GMT

@RobertQcNo, my IMEI is not stolen or blacklisted.

I cannot turn off "automatically select networks" because it gets stuck at "searching..."

On APNs it shows: Mobile internet sp.mb.com and Tethered mobile Internet:isp.mb.com

It doesn't say no service but this in my 6p phone settings > sim status...

https://imgur.com/a/Of8UhAX

Re: No service

will13am — Tue, 11 Dec 2018 02:19:17 GMT

@dezn wrote:
@RobertQcNo, my IMEI is not stolen or blacklisted.
I cannot turn off "automatically select networks" because it gets stuck at "searching..."
On APNs it shows: Mobile internet sp.mb.com and Tethered mobile Internet:isp.mb.com
It doesn't say no service but this in my 6p phone settings > sim status...

https://imgur.com/a/Of8UhAX

This is an indication the phone is unable to connect to the network. I suspect the account may have actually had some sort of activation issue. Does the self serve show the account as active with the correct plan features? If so, try toggling the lost phone feature, rebooting the phone each time.

Re: No service

dezn — Tue, 11 Dec 2018 02:37:52 GMT

@will13amHow do i contact the mods to check my activation status and stuff? I know theres something wrong with my account but it says $10 plan. Account Status: Active

Lost phone status? I've rebooted my phone, factory reseted everything.

I can see the lost/stolen phone in the settings but thats just suspending the service.

Re: No service

will13am — Tue, 11 Dec 2018 03:23:22 GMT

@dezn wrote:
@will13amHow do i contact the mods to check my activation status and stuff? I know theres something wrong with my account but it says $10 plan. Account Status: Active

Lost phone status? I've rebooted my phone, factory reseted everything.
I can see the lost/stolen phone in the settings but thats just suspending the service.

Sometimes when customers have active accounts but service doesn't seem to work, toggling the lost phone feature seems to fix the issue. That's why I suggested it. Anyway, the moderator team can be reached via private message using this link. Please include in the private message account number and PIN code along with a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

Re: No service

RobertQc — Tue, 11 Dec 2018 03:41:22 GMT

@dezn wrote:

I cannot turn off "automatically select networks" because it gets stuck at "searching..."

@deznHow long does it "get stuck" ?... I did say "be patient". it takes a while to search

If it really "gets stuck" as in 5+ minutes, then there may be a problem with your phone. I see other networks besides public mobile, so if you literally can't find ANYTHING, not even bell, or extended, or wind, or rogers etc there may be a problem with your phone hardware / software. You won't be able to register on the other networks but you should still be able to find them based on the frequencies your phone supports, regardless if your sim will not register on those networks you should be able to still see them

at the end of the day, the best test is to put your sim in another phone, and to take another sim that is working and put it in your phone. almost any phone booth employee (if not really busy) will let you try / test out your sim and their sim in your phone / their phone, you can even lie and tell them you are interested in buying something if either of yours are broken

Re: No service

dezn — Tue, 11 Dec 2018 11:11:21 GMT

@RobertQcHighly doubt it. I think my plan is awaiting a one time purchase on my credit to get it all going i think. So I need to wait a day, I already received my $25 credit so I think after the payment goes through it might work.

Re: No service

Carld123 — Tue, 11 Dec 2018 11:27:31 GMT

@dezn

Did you try the lost/ stolen trick as @will13am mentioned?..if your account says active and you got your referral bonus your account should be good to go

Re: No service

srlawren — Tue, 11 Dec 2018 16:50:22 GMT

@dezn wrote:
I think my plan is awaiting a one time purchase on my credit to get it all going i think. So I need to wait a day, I already received my $25 credit so I think after the payment goes through it might work.

@dezn you previously said your plan shows as active. If that's the case, it's not waiting for any payments. If you haven't already paid, the plan is in a suspended status rather than active.

So to be clear, none of your services have worked at all since you first tried with your PM SIM card after activating? Normally I would ask you questions about your phone's compatbility and whether it might be locked to another provider. I know you said you have a Nexus 6p, and both variations of it are definitely compatible. Did you buy it directly from Google online, or from another provider (other than Telus or Koodo)? I know the direct purchases only shipped unlocked, but I'm not sure about carrier-sold 6p's. Your phone might be locked to your previous provider, potentially. It would fit the symptoms you list fairly well.

Other than that, the lost-and-then-found trick that @will13am and @Carld123 are suggesting you try is definitely worth trying. It's not difficult, and only takes a few mins. The steps can be found here: https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-funds-but-will-not-renew-or-re/m-p/284552/highlight/true#M20518. Make sure you reboot at the end, and then test your services. This has been known to resolve "stalled" activations/reactivations in the past, so it's worth trying.

Other than that, as @RobertQc noted, if you have access to another compatible phone that's not locked to another provider (other than Koodo or Telus, which are fine), it would be helpful if you could try the SIM in there for a few mins. Maybe a colleague, friend, or family member's phone? This would help narrow down if the issue is your account (if the SIM doesn't work on their phone either) or your phone (if the SIM works in their phone).

Re: No service

dezn — Tue, 11 Dec 2018 22:20:08 GMT

It came factory sealed from rogers. Purchased the device only. And I know what you're saying about the account but my credit card is awaiting pending transaction. It's been in that state since December 10th. I have done the stolen thing. And my account literally says

Available Funds: $27.00

Amount Due: $0.00

Payment Due Date (One-Time Payment): Jan 8, 2019

And i'm waiting for a mod response since yesterday. My phone still says no service. I will see if it goes through and autopay didn't really reduce the cost from my plan as the pending transaction shows the full price.

Re: No service

stonechucker — Wed, 12 Dec 2018 00:45:25 GMT

How old is your phone? Is it still locked to Rogers? Have you used it on a non-Rogers network ever?

Re: No service

computergeek541 — Wed, 12 Dec 2018 01:43:23 GMT

@stonechucker wrote:
How old is your phone? Is it still locked to Rogers? Have you used it on a non-Rogers network ever?

A Nexus device wouldn't be locked even if purchased from a carrier.

Re: No service

dezn — Wed, 12 Dec 2018 10:07:59 GMT

Yes my device is unlocked obviously. No problems with profile and still no service and still waiting 2 days for moderator help and I think they messed up on my payment as well. I don't know what to do now but cancel.

Re: No service

RobertQc — Wed, 12 Dec 2018 10:13:05 GMT

@dezn wrote:
Yes my device is unlocked obviously. No problems with profile and still no service and still waiting 2 days for moderator help and I think they messed up on my payment as well. I don't know what to do now but cancel.

@deznSorry I know it sucks. 😞 They are really busy but working hard to respond to each inquiry. Support staff is small but that’s why this service is such low cost. Rest assured you WILL be taken care of.

For me, the extremely rare time I need a moderator to respond I have to wait but the rest of the time I save a lot of money. I save about $490 a year with public mobile so its worth it and am extremely happy here.

I also know what I have gotten into, and sometimes there are problems and glitches but thats why you can install an app like Fongo, or Textplus on your phone. It will give you a 2nd (or 3rd, or 4th, etc phone number for free that makes you call / text unlimited while you are connected to wifi (or callular data when its working)

Re: No service

stonechucker — Wed, 12 Dec 2018 13:01:34 GMT

@computergeek541, I didn't see this was a Nexus device. Thanks.

@dezn, I'm sorry, just trying to assist. I find your posts hard to read, and not in any organized fashion. I'm going to drop out of this as I'm of no practical assistance to you.