topic Re: immediate help needed: mobile network not available in Get Support

immediate help needed: mobile network not available

bwuxiaop — Wed, 05 Jan 2022 10:53:21 GMT

Hi,

Currently, my phone displays "mobile network is not available". I tried to reset the phone, reinsert my sim card like the solution provided previously on this forum, and yet it still didn't fix the issue. The phone should be activated since I just made an autopayment at the start of this month.

Please help me as soon as you can,

Thank you.

Re: immediate help needed: mobile network not available

Anonymous — Mon, 15 Jul 2019 18:43:20 GMT

@bwuxiaop wrote:
Hi,
Currently, my phone displays "mobile network is not available". I tried to reset the phone, reinsert my sim card like the solution provided previously on this forum, and yet it still didn't fix the issue. The phone should be activated since I just made an autopayment at the start of this month.

Please help me as soon as you can,
Thank you.

How long have you had the phone? And did you get it new or used?

Can you get into your mobile network settings and make sure you're on auto or scan for and connect to Public Mobile.

Re: immediate help needed: mobile network not available

will13am — Mon, 15 Jul 2019 18:45:01 GMT

@bwuxiaop , can you please check that the self serve does show account status as active. Did you restore the account from a suspended state. Sometimes, a lost phone/found phone toggle is needed to reset the service. If all else fails, you might need to seek moderator team assistance to make things work again. Please give the self serve options a try before going for moderator team assistance. The moderator team can be reached via private message using this link. Please include 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: immediate help needed: mobile network not available

bwuxiaop — Mon, 15 Jul 2019 18:47:53 GMT

I've been using the same phone with the auto-payment for a long time. Today is my 1st time experiencing this.

Re: immediate help needed: mobile network not available

bwuxiaop — Mon, 15 Jul 2019 18:50:50 GMT

Under which UI or section in Self-serve can I check if my account is "active" ?

My account has been active until this day.

Re: immediate help needed: mobile network not available

Triguy — Mon, 15 Jul 2019 18:51:02 GMT

Try the lost phone trick. To report your phone stolen. Login to your account. Choose Plans and Add-ons tab. Then choose Lost/Stolen Phone tab. The choose Suspend Service tab. Logout. Wait few minutes. Login in and report your phone found Another thing to also try, would be adding a $1 payment to reactive your account. If you still have problems tthen contact a moderator by messaging them. Moderator can be reached at https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: immediate help needed: mobile network not available

GinYVR — Mon, 15 Jul 2019 18:52:44 GMT

@bwuxiaopCan you find another known working phone and swap the SIM cards? That will eliminate whether it is Public Mobile's problem or a problem with your phone.

Re: immediate help needed: mobile network not available

stonechucker — Mon, 15 Jul 2019 19:13:18 GMT

@bwuxiaop wrote:
Under which UI or section in Self-serve can I check if my account is "active" ?
My account has been active until this day.

Look on the Overview page of the Self-Serve website. IT will display just under the shaded area. Active, Suspended, Expired are possible values listed.

Re: immediate help needed: mobile network not available

ChuckYeah — Mon, 15 Jul 2019 20:02:25 GMT

On the Overview page just under the grey box that says "Available Funds" it says "Account Status: Active.

Re: immediate help needed: mobile network not available

ChuckYeah — Mon, 15 Jul 2019 20:08:57 GMT

Yes @stonechucker , there is a parrot in here. Lol ! I guess I should look at all the posts before posting.

Re: immediate help needed: mobile network not available

bwuxiaop — Mon, 15 Jul 2019 20:25:44 GMT

For me, it only displays a numeric value instead of a word of status but thanks anyways.

Re: immediate help needed: mobile network not available

ChuckYeah — Mon, 15 Jul 2019 20:27:01 GMT

Interesting.

@bwuxiaop wrote:
For me, it only displays a numeric value instead of a word of status but thanks anyways.

If you find out why, let us know. I haven't seen that before.

Re: immediate help needed: mobile network not available

stonechucker — Tue, 16 Jul 2019 00:00:29 GMT

This is what one of my plans show. You’re seeing a number where I see account Status Active.?

Sample Overview page image