topic Re: Can't get phone working in Get Support

Can't get phone working

NZCAN2007 — Wed, 05 Jan 2022 08:53:58 GMT

Hi there,

*Edited to make more sense*

Changing from Telus to PM

Activation process completed with no errors

Account showing Active in PM Self Serve

Went through the Activation steps. Shows No SIM Card when phone screen locked (not provider locking phone - screen lock). When screen unlocked shows full bars and the No SIM card message has gone. I cannot make outbound or take inbound calls yet though.

Contacted Telus and they said nothing needs to be done at their end re unlock ph etc

Telus told me to look under Settings>Connections>Networks. There is no Networks option under Connections.

They said they did not have to unlock the phone. They said they thought Public Mobile would have to manually set something up - they tried to walk me through steps but as the Network settings were not able to found on my phone they thought is might take a manual step.

I have messaged PM but thought I'd post here in case somebody knew quickly what I should do

Re another topic (first priority getting calls and texts working)

I can't find where the APN settings are (on my phone - I know where to find what to enter from the site PM directed me to in Activation instructions) - I have used search under settings and gone through a lot to try to find them.

Last night on not being able to find that option - I did do a search and an option to Reset Network Settings under General Management came up - I did use this option (this was after I could not find Networks under Connections). I hope this has not caused a problem.

APN does not come up in the search results when I search for it under settings

I have a Samsumg J3 6 - Model no SM-J320W8, IMEI xxxxxxxxxxxxxxx, IMEISV 12

Is showing No network under "Network" in "SIM card Status" and No information available under all items underneath that in "SIM card status"

Thanks for any help

edited by computergeek541: IMEI isn't something you want to be posting, partly beccause it could be used by someone else to port your phone number out to a different carrier in an unauthorized manner

Re: Can't get phone working

Anonymous — Sat, 23 Mar 2019 18:36:51 GMT

@NZCAN2007- Were there any errors during activation? What plan did you activate on? Also, are you able to log into your self serve portal? If so, does it show that you have an active plan?

If you have calling in your plan, the APN settings would not have anything to do with being able to call.

Re: Can't get phone working

NZCAN2007 — Sat, 23 Mar 2019 18:41:23 GMT

Thanks for your reply

Yes from previous reading I saw that the APN settings do not affect the calls - I'm just curious as to how to find it in case I have to change things. Should have split that up in my question

Yes my Plan is showing as active and I have received a "sorry to see you go" email from Telus and I chatted with Telus this morning. They said they did not have to unlock the phone. They said they thought Public Mobile would have to manually set something up - they tried to walk me through steps but as the Network settings were not able to found on my phone they thought is might take a manual step. I have messaged PM but thought I'd post here in case somebody knew quickly what I should do

Re: Can't get phone working

NZCAN2007 — Sat, 23 Mar 2019 18:43:28 GMT

This plan includes: -
- 500MB + 500MB at 3G Speed
- Unlimited Canada-wide Talk
- Unlimited International Text
$25 per month

Re: Can't get phone working

Anonymous — Sat, 23 Mar 2019 18:46:34 GMT

@NZCAN2007 - So you transfered a number from Telus - not Koodo, right? The reason I ask is that transfers from Koodo PREPAID must be done by moderator team. Regardless of the number transfer problem, once your account was activated you should have been able to make outgoing calls. I am guessing that you have restarted the phone...

You will probably have to wait until the moderators contact you.

Re: Can't get phone working

NZCAN2007 — Sat, 23 Mar 2019 18:47:13 GMT

No errors during activation

update - when my phone is locked the top says NO SIM card, when I unlock it the message goes away and there are full bars but I can do inbound/outbond

Re: Can't get phone working

NZCAN2007 — Sat, 23 Mar 2019 18:49:16 GMT

Thanks for your reply again

Previous Telus - switching to PM

I've reinserted the SIM several times and restarted - when chatting with Telus they had me take it out, wait 30 seconds and then put it back in and turn it on.

Thanks - I'll wait to see what they say - I'll post anything helpful here after

Re: Can't get phone working

Anonymous — Sat, 23 Mar 2019 18:50:31 GMT

@NZCAN2007 wrote:
No errors during activation

update - when my phone is locked the top says NO SIM card, when I unlock it the message goes away and there are full bars but I can do inbound/outbond

What do you mean "phone is locked"?

So you can't find a way to scan for any available networks? I'm sure Android has that somewhere. My non-stock 4.4 has it under Settings/Mobile network settings/Network operators.

There's also Preferred network type in there.

Re: Can't get phone working

LovesToPM — Sat, 23 Mar 2019 19:40:16 GMT

@NZCAN2007, here are a few things to try answering which may help with troubleshooting.

You said cannot make or take calls.

What happens when you try?

- For outgoing calls, do you get a recording? What does it say?

- For incoming calls, does it go to voicemail? Is it automated/default Public Mobile recording?

What about texting? Incoming? outgoing?

Edit: If you have no service at all, is it possible the SIM card in your phone does not match the number entered at activation?

If no service, it could be a problem with the phone you have. If possible, try the SIM on another phone.

Re: Can't get phone working

Pizzaeh — Sat, 23 Mar 2019 18:57:40 GMT

@NZCAN2007, just to get this out of the way, make sure the SIM card is being inserted correctly. Could be a faulty SIM card; maybe the SIM is not making proper contact with the phone? In another post, a user said they had to add two layers of scotch tape to the top of the SIM to make it fit snugly (it was too loose).

Re: Can't get phone working

spointer — Sat, 23 Mar 2019 19:29:59 GMT

i just did the exact same transfer from telus to PM. it was seemless. i did restart the phone after i put the sim card in and i validated the APN. i did read that is can take 2 hours for a number to port over but mine was up and running in a matter of minutes. very impressed.

Re: Can't get phone working

sandpublic — Sat, 23 Mar 2019 22:20:41 GMT

@NZCAN2007 wrote:
Hi there,

*Edited to make more sense*

Changing from Telus to PM
Activation process completed with no errors
Account showing Active in PM Self Serve
Went through the Activation steps. Shows No SIM Card when phone locked. When unlocked shows full bars and the No SIM card message has gone. I cannot make outbound or take inbound calls yet though.

Contacted Telus and they said nothing needs to be done at their end re unlock ph etc
Telus told me to look under Settings>Connections>Networks. There is no Networks option under Connections.
They said they did not have to unlock the phone. They said they thought Public Mobile would have to manually set something up - they tried to walk me through steps but as the Network settings were not able to found on my phone they thought is might take a manual step.
I have messaged PM but thought I'd post here in case somebody knew quickly what I should do

Re another topic (first priority getting calls and texts working)
I can't find where the APN settings are (on my phone - I know where to find what to enter from the site PM directed me to in Activation instructions) - I have used search under settings and gone through a lot to try to find them.

Last night on not being able to find that option - I did do a search and an option to Reset Network Settings under General Management came up - I did use this option (this was after I could not find Networks under Connections). I hope this has not caused a problem.

APN does not come up in the search results when I search for it under settings

I have a Samsumg J3 6 - Model no SM-J320W8, IMEI xxxxxxxxxxxxxx, IMEISV 12
Is showing No network under "Network" in "SIM card Status" and No information available under all items underneath that in "SIM card status"

Thanks for any help

To make sure your phone is readingread card properly do the following:

On your phone Dial *#*#4636#*#*

Under phone information make sure it's showing the correct info like network, phone number etc. If it doesn't let us know what's missing.

Re: Can't get phone working

NZCAN2007 — Sat, 23 Mar 2019 21:06:35 GMT

By Phone locked I mean Screen lock on the physical phone. When the Screen lock is on the message is No Sim Card. When I unlock the screen lock there are full bars showing at the top but cannot make inbound/outbound.

Thanks for suggestion re Network - problem is I can't find anything on the phone to make such changes

Re: Can't get phone working

NZCAN2007 — Sat, 23 Mar 2019 21:12:27 GMT

Thanks for reply - my answers:

- For outgoing calls, do you get a recording? What does it say? - just comes up with screen message - no network

- For incoming calls, does it go to voicemail? Is it automated/default Public Mobile recording? - yes straight to VM - automated recording

What about texting? Incoming? outgoing? - tried both - no go

Edit: If you have no service at all, is it possible the SIM card in your phone does not match the number entered at activation?- it is correct

If no service, it could be a problem with the phone you have. If possible, try the SIM on another phone - possibly could do - I only have a bell cell ph for work so it is probably locked for public mobile use. I have an phone that was on telus at work - I could try that

Will update if I have any luck - thank you!

Re: Can't get phone working

NZCAN2007 — Sat, 23 Mar 2019 21:14:58 GMT

Thank you for your reply

I have reinserted several times and it does seem as secure and snug as the previous telus chip. Will look into the taping though. Thank you - seems a bit hokey - PM should be providing chips that work. It is after all an arm of Telus so one would expect the chips to work the same

Re: Can't get phone working

Anonymous — Sat, 23 Mar 2019 21:26:27 GMT

@NZCAN2007 wrote:
Thank you for your reply
I have reinserted several times and it does seem as secure and snug as the previous telus chip. Will look into the taping though. Thank you - seems a bit hokey - PM should be providing chips that work. It is after all an arm of Telus so one would expect the chips to work the same

There are three different sizes as well. Obviously make sure you're using the right one. The idea of tape is not so much about the quality of the SIM but more about the slot allowing the

SIM to slop around in the slot. So the tape acts as a shim. There might also be a little metal plate that might slide into place. Maybe that's off kilter.

But I'd still be looking to making sure I'm even so much as connecting to here.

Re: Can't get phone working

NZCAN2007 — Sat, 23 Mar 2019 21:32:31 GMT

Great yours was seamless. I did the switch last night so it should have worked by now. PM has messaged me back - trying different options. Will update

Re: Can't get phone working

NZCAN2007 — Sun, 24 Mar 2019 01:57:02 GMT

The plastic card that has the SIM chip is cut too small for the slot in comparison to a Telus SIM card. I'm going to go back to Walmart to see if I can get a replacement or contact Public Mobile. I tried taping and it worked for a short time but not for long

Re: Can't get phone working

sandpublic — Sun, 24 Mar 2019 02:01:50 GMT

@NZCAN2007 wrote:
The plastic card that has the SIM chip is cut too small for the slot in comparison to a Telus SIM card. I'm going to go back to Walmart to see if I can get a replacement or contact Public Mobile. I tried taping and it worked for a short time but not for long

Your phone uses a MicroSD card. The PM card are 3 in 1 meaning that it will support 3 sizes including MicroSD. No need to go to Walmart just push out the larger size and insert the SIM card and you should be good to go.

Re: Can't get phone working

Pizzaeh — Sun, 24 Mar 2019 02:03:47 GMT

@NZCAN2007 wrote:
The plastic card that has the SIM chip is cut too small for the slot in comparison to a Telus SIM card. I'm going to go back to Walmart to see if I can get a replacement or contact Public Mobile. I tried taping and it worked for a short time but not for long

The Public Mobile card containing the SIM will have three sizes. The middle size (Micro SIM) is the correct one for the Samsung J3. Once you have the new SIM card, you can move your Public Mobile number to the new SIM card online in your account. Just go to Plans and Add-Ons, then Change SIM Card.