topic Re: Got the SIM card, signed up, doesn't work in Get Support

Got the SIM card, signed up, doesn't work

darylhandley — Wed, 05 Jan 2022 10:30:52 GMT

Hi,

I got my SIM card yesterday and entered it in the sign up page and thought I was all set up. When I put the card in my phone and reboot it, I get ... crickets. No data, can't call anyone, no carrier info in the status bar. Super confused. I tried to go to the My Account pages to check the number on the SIM card is correct but couldn't find where I could see/change it.

Any help appreciated, so far Public Mobile experience is not awesome. Also when I signed up it said I would be able to port over my Koodo number later and that I should sign up for a new number, so far I can't figure out how to port over my Kood Number because there seems to be zero support save for these forums!!

TIA

Daryl

Re: Got the SIM card, signed up, doesn't work

Dimesntreys — Sun, 26 Aug 2018 15:00:48 GMT

I signed up yesterday and am experiencing the same issue. It doesn’t seem like the port is going through at all. When I put in my old sim I still have full service. I guess all we can do is pm the mods and wait

Re: Got the SIM card, signed up, doesn't work

mimmo — Sun, 26 Aug 2018 15:00:54 GMT

Hey sorry bad experience it dies get better.

What does your selfserve overview page say?

What phone are you using?

Can you try sim in different phone? Isolates hardware vs account issue.

Official mod support is do e by private message to them durectly

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Toronto Time].
Messages are replied to during business hours and in the order they are received
Typical response time is between 1-3 hours, but can be up to 48 hours.
There is no need to send multiple messages.

Some good posts/reads:

Search PM-GUIDE (remove "-") to find some great posts and answers to many common questions

Re: Got the SIM card, signed up, doesn't work

hxj140 — Sun, 26 Aug 2018 15:02:57 GMT

If you did the sign up at a dealer, I recommend returning to the dealer and have them check for possible errors during the activation process.

If you did the sign-up yourself using PM's online system, log into your account, and you should see "Account Status: Active" at the top of the screen.

Is your phone compatible with Koodo's 3g cellular network?

Re: Got the SIM card, signed up, doesn't work

darylhandley — Sun, 26 Aug 2018 15:06:23 GMT

>> What does your selfserve overview page say?

It says my account is active and lists some billing info and usage (so far 0 🙂 )

>> What phone are you using?

LG G5

>> Can you try sim in different phone? Isolates hardware vs account issue.

Good point I think I have my old nexus lieing around. I wonder if my phone is locked to koodo, that miight be the issue. I know my nexus is unlocked

Re: Got the SIM card, signed up, doesn't work

Dunkman — Sun, 26 Aug 2018 15:11:37 GMT

@darylhandley

Try your SIM in your old Nexus. If it works in Nexus, then it is a hardware problem. If it does not work, it is a Public Mobile issue and you likely need to contact moderator as stated above.

Sometimes, with LG phones, for data issues, you may need to do factory reset. But try the above first.

Re: Got the SIM card, signed up, doesn't work

Dimesntreys — Sun, 26 Aug 2018 15:19:29 GMT

Don’t forget to check the imei of your nexus to make sure it is network compatible. Don’t want to assume it is a network issue if it just not compatible

Re: Got the SIM card, signed up, doesn't work

Gonzo — Sun, 26 Aug 2018 15:55:23 GMT

Very important to check if your phone is locked or not. (At least carriers are now required to unlock without an extra charge.)

Re: Got the SIM card, signed up, doesn't work

Shutdown — Sun, 26 Aug 2018 15:36:18 GMT

Log into your account then go to "change number" then "transfer a wireless or wireline number from public mobile or another provider" to port. As for your other issue you will need a mod help @CS_Agent

Re: Got the SIM card, signed up, doesn't work

srlawren — Mon, 27 Aug 2018 16:37:24 GMT

@Shutdown wrote:
Log into your account then go to "change number" then "transfer a wireless or wireline number from public mobile or another provider" to port. As for your other issue you will need a mod help @CS_Agent

@darylhandley I stronly suggest you DO NOT port your number until the other issue is resolved. It sounds like your phone is either incompatible (though I don't think there are any G5 variants without the required 850MHz and 1900MHz frequencies) OR locked to a previous provider (did you purchase it from a provider other than Telus or Koodo and not get it unlocked?)

Re: Got the SIM card, signed up, doesn't work

darylhandley — Mon, 27 Aug 2018 17:26:06 GMT

Thanks for the info. Yes it does appear that my phone is locked to the other network. I tried the SIM In my old nexus and everything works fine. I'm working on getting the phone unlocked and then will take it from there.