topic Re: PUK number in Get Support

PUK number

Savannahlavoie — Wed, 05 Jan 2022 10:27:16 GMT

I locked my sim and now my phone is extremely pointless... I’ve been waiting for days for them to answer and no one has yet. Should have a number to call.

Re: PUK number

Triguy — Wed, 19 Jun 2019 13:33:10 GMT

Contact a moderator.

Moserator can be reached at

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

It can take 48-72 hours for a response depending on workload.

Re: PUK number

geopublic — Wed, 19 Jun 2019 13:34:13 GMT

@Savannahlavoie wrote:
I locked my sim and now my phone is extremely pointless... I’ve been waiting for days for them to answer and no one has yet. Should have a number to call.

@Savannahlavoie If it's been more than 48 hours then send the moderator another message asking for a status update. Keep checking then envelope icon for a red dot.

Re: PUK number

LovesToPM — Wed, 19 Jun 2019 13:40:13 GMT

@Savannahlavoie wrote:
I locked my sim and now my phone is extremely pointless... I’ve been waiting for days for them to answer and no one has yet. Should have a number to call.

The very first thing you will need to do is determine which type of code that you need.

The PUK of the sim card itself is a security measure and a code that is need if you enter the sim card's secuirty PIN too many times. If this is what you need, then only Public Mobiile's moderators can give you that. Moderators can be contacted through this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 .

Please note that code is not normally needed unless someone turned on your sim card's security features and then entered the incorrect sim card PIN multiple times incorrectly.

If your phone is asking for the "Sim network unlock PUK", this means that your phone is locked to a different carrier. This would meant hat the "Sim network unlock PIN" incorrectly multiple times. These codes are something that only the original carrier of the phone or the phone's manufactuer can provided. Public Mobile cannot help you with either of these. The "Sim unlock network PIN" is the actual code that you would need to make a phone unlocked so that a Public Mobile sim card can be used, but the "Sim network unlock PUK" would first need to be used to re-enable the ability to network unlock the device if the phone is prompting you for that.

Please realize that these codes are completely different things, and it's important to know which you need.

Re: PUK number

Savannahlavoie — Wed, 19 Jun 2019 13:40:26 GMT

Hey I’ve sent 7 messages to them and I have been checking this such a pain

Re: PUK number

Alex888 — Wed, 19 Jun 2019 13:43:21 GMT

@SavannahlavoieSending them multiple messages may move you down the list and increase your wait time, it could be why they haven't responded.

Re: PUK number

Savannahlavoie — Wed, 19 Jun 2019 13:45:15 GMT

They go in order first come first serve so all the messages they get have time and dates on them so if anything it should close on the line since it’s been days

Re: PUK number

geopublic — Wed, 19 Jun 2019 13:45:37 GMT

@Savannahlavoie wrote:
Hey I’ve sent 7 messages to them and I have been checking this such a pain

@Savannahlavoie Not sure why it would take that long hopefully the @CS_Agent responds soon. Another option is to pickup a new PM sim card and do a sim card change via online selfserve to get up and running.

Re: PUK number

Savannahlavoie — Wed, 19 Jun 2019 13:49:13 GMT

I just paid my phone bill and would rather not have to get a new SIM card because I’d have to get a new number

@geopublic wrote:
@Savannahlavoie wrote:
Hey I’ve sent 7 messages to them and I have been checking this such a pain

@Savannahlavoie Not sure why it would take that long hopefully the @CS_Agent responds soon. Another option is to pickup a new PM sim card and do a sim card change via online selfserve to get up and running.

Re: PUK number

Dunkman — Wed, 19 Jun 2019 13:52:55 GMT

@Savannahlavoie

There is mixed opinion on whether multiple messages to moderator affects the length of queue or response. Even mixed messages from different moderators.

It also depends on which PUK code message you get as described in previous response. If you entered incorrect SIM card PIN multiple times and get the PUK error, then moderators are only people that can correct issue. Unless you want to buy a new SIM card ($10) and switch SIM card in your self service account. You can keep the same number and plan. Just need to switch SIM cards.

Re: PUK number

geopublic — Wed, 19 Jun 2019 14:01:15 GMT

@Savannahlavoie wrote:
I just paid my phone bill and would rather not have to get a new SIM card because I’d have to get a new number
@geopublic wrote:

@Savannahlavoie Understood. Please note though that when you change SIMs it does not affect your number. The number remains the same unless you change it.

Re: PUK number

LovesToPM — Wed, 19 Jun 2019 14:10:42 GMT

@Savannahlavoie, is it possible your phone was locked by your previous provider?

By any chance, is it a Samsung phone?

Re: PUK number

geopublic — Wed, 19 Jun 2019 14:35:50 GMT

@Savannahlavoie wrote:
I locked my sim and now my phone is extremely pointless... I’ve been waiting for days for them to answer and no one has yet. Should have a number to call.

@Savannahlavoie Did you just activate your plan by any chance? Was your phone working with PM before locking your sim?

Re: PUK number

Savannahlavoie — Wed, 19 Jun 2019 17:31:52 GMT

No it’s apple

@LovesToPM wrote:
@Savannahlavoie, is it possible your phone was locked by your previous provider?
By any chance, is it a Samsung phone?

Re: PUK number

Savannahlavoie — Wed, 19 Jun 2019 17:33:01 GMT

Yes everything was fine

Re: PUK number

LovesToPM — Fri, 21 Jun 2019 11:53:00 GMT

@Savannahlavoie wrote:
No it’s apple
@LovesToPM wrote:
@Savannahlavoie, is it possible your phone was locked by your previous provider?
By any chance, is it a Samsung phone?

Unfortunately it looks like you will have to wait for moderator assistance or get a replacement SIM as suggested by others. Hope it gets resolved soon.