topic Re: Cancel can't use in Get Support

Cancel can't use

Darlene257 — Wed, 05 Jan 2022 08:37:00 GMT

This Sim is not compatible with my iPhone 5c. Please refund my plan and cancel

Re: Cancel can't use

cavemantoronto — Thu, 07 Mar 2019 01:19:54 GMT

@Darlene257 wrote:
This Sim is not compatible with my iPhone 5c. Please refund my plan and cancel

Company policy is no refunds. You can ask moderator to see if they can make exception, but how is the phone not being compatible Public's fault? Is your phone unlocked? If it is unlocked, iPhone 5c should work.

Re: Cancel can't use

Alex888 — Thu, 07 Mar 2019 01:23:20 GMT

Your phone should be compatible. If you explain your problem someone may be able to help you.

Re: Cancel can't use

Luddite — Thu, 07 Mar 2019 01:23:42 GMT

@Darlene257 wrote:
This Sim is not compatible with my iPhone 5c. Please refund my plan and cancel

All PM SIMs with the exception of early issues are compatible with your iPhone. You need to use the nano SIM which is the smallest piece.

Re: Cancel can't use

Lieux — Thu, 07 Mar 2019 02:04:16 GMT

@Darlene257 I have an iPhone 5S and the SIM card is compatible... but perhaps on your phone when you did put your sim in it it was written not compatible or something like that?? If yes that’s not the same thing and a solution will fix that. Can you tell us which message do you have if it’s your case?

Re: Cancel can't use

wickedgx — Thu, 07 Mar 2019 03:04:12 GMT

Public Mobile is a prepaid service. Once you pay, your service starts for the month and there will be no refunds. You can only stop the service by not paying next month (remember to turn off autopay).

You were also suppose to check your phone IMEI before you start to check compatibility

https://www.publicmobile.ca/en/on/get-started

Re: Cancel can't use

wetcoaster — Thu, 07 Mar 2019 03:51:17 GMT

@wickedgx wrote:
Public Mobile is a prepaid service. Once you pay, your service starts for the month and there will be no refunds. You can only stop the service by not paying next month (remember to turn off autopay).

You were also suppose to check your phone IMEI before you start to check compatibility
https://www.publicmobile.ca/en/on/get-started

@wickedgx

Just as a reminder / clarification: Public Mobile's IMEI checker only reports whether the phone is black listed or not. It is not reliable when it comes to frequency compatibility and has returned many false positives.

While the OP has just disappeared without clarification of their rather vague initial post, unless my quick research is completely off, any model of the iPhone 5C should support at least the 3G frequencies (B2/1900 and B5/850) to make it work with Public Mobile, 4G / LTE compatibility will depend on the exact model.

So, we established that the SIM size can be adjusted and we assume that the phone is not black listed. If we also assume that the OP has the North American version... my guess is on the phone being locked to a carrier outside the Telus/Koodo/Public Mobile family. But there are a lot of assumptions in this already.

@Darlene257

For common problems with iOS @CalgaryBen has put together a lot of helpful information and step-to-step instructions in this thread: https://productioncommunity.publicmobile.ca/t5/Phones-Hardware/FYI-iOS-and-APNs/m-p/323118/highlight/true#M24562

Re: Cancel can't use

tehowennathe — Thu, 07 Mar 2019 13:06:46 GMT

Seems their iPhone is locked yo a carrier. It sould still work in the 3G network. My mom's iPhone 5C works in PM. They probably didn't realize that their sim card is adjustable. My mom thought the same thing at first time till I helped her out

Re: Cancel can't use

Darlene257 — Thu, 07 Mar 2019 14:47:51 GMT

No you are all wring, it says my iPhone does not support the public mobile carrier. Thr phone is unlocked!

Re: Cancel can't use

Lieux — Thu, 07 Mar 2019 14:51:30 GMT

@Darlene257 wrote:
No you are all wring, it says my iPhone does not support the public mobile carrier. Thr phone is unlocked!

Who’s the IT SAYS?

Re: Cancel can't use

CS_Agent — Thu, 07 Mar 2019 14:55:46 GMT

Hello @Darlene257,

We're sorry for the trouble, please send us a private message at https://bit.ly/2CDoc2k, along with your account's information.

Thank you!

Re: Cancel can't use

missorange — Thu, 07 Mar 2019 14:58:47 GMT

Someone mentioned check phone's compatibility not reliable. interesting, I put my old phone IMEI number, it shows not found, so I did not switch. After I got a new phone, I checked it again, it works.

Re: Cancel can't use

Darlene257 — Thu, 07 Mar 2019 16:16:28 GMT

The screen on my iphone

Re: Cancel can't use

Lieux — Thu, 07 Mar 2019 16:21:41 GMT

@Darlene257 wrote:
The screen on my iphone

Ok the moderator are in your case.. so everything will be ok now. You will have the good answer for your problem and they will fix it if it’s in their hands.

Re: Cancel can't use

sheytoon — Mon, 11 Mar 2019 23:11:10 GMT

@Darlene257, have you confirmed it's actually unlocked? It sounds like it is still locked.

Re: Cancel can't use

Cornelia_D — Mon, 11 Mar 2019 23:36:20 GMT

Hey there @Darlene257 ,

Let me also be of help with this

@sheytoon has a good idea, have you tried and see if the phone is unlocked? if you were to put a different sim card in the phone,does it work?

Cornelia_D

Re: Cancel can't use

Anonymous — Tue, 12 Mar 2019 00:01:41 GMT

@Cornelia_D wrote:
Hey there @Darlene257 ,

Let me also be of help with this

@sheytoonhas a good idea, have you tried and see if the phone is unlocked? if you were to put a different sim card in the phone,does it work?

Cornelia_D

@Cornelia_D

Just so you're aware, while the community tries to get the customer to stay around ...according to the Terms of Service, customers can ask you to have their service cancelled.

We all might think that it's unnecessary and suggesting ways to get things working (including yourself) but if that's what the customer wants then that get's into your bailiwick.

@Darlene257: You say the iphone screen says something. What exact message are you seeing on the screen that makes you say that the "iPhone does not support the public mobile carrier"? Phone off, insert SIM, turn on phone...is it giving you any messages? And if so what is/are the exact wording?

Re: Cancel can't use

Cornelia_D — Tue, 12 Mar 2019 00:44:37 GMT

Thank you @Anonymous for your input,

It's always better to check what's going on,maybe even fix it,especially since @Darlene257 mentioned what might be a technical issue.

Let me know Darlene in the end what you'd like to do

All the best,

Cornelia_D