topic Re: New account sim unregistered no service? in Get Support

New account sim unregistered no service?

Brookebailey — Wed, 05 Jan 2022 11:05:32 GMT

Hey team,

I am a new customer and I am really stressed out about setting up coverage. I have a Samsung s5 neo which was previously on my old telus plan. I canceled my old plan, bought a public mobile sim and activated it online with my plan. I took out my old sim, put in my new sim and updated my data configuration. After restarting my phone, clearing the system cache, verifying my phone was compatible and that it wain't reported stolen, I am still getting "unregistered sim, no service" and my settings for data network are listing the network as unknown. I have been trying to fix for the past hour. No out going calls, data and I don't even know my new number. Please help me 😞

Re: New account sim unregistered no service?

GR — Thu, 25 Jul 2019 01:24:03 GMT

Can you confirm it charged your credit card? Can you login to your self serve account to see if it says active?

Re: New account sim unregistered no service?

dabr — Thu, 25 Jul 2019 01:29:49 GMT

@Brookebailey wrote:
Hey team,

I am a new customer and I am really stressed out about setting up coverage. I have a Samsung s5 neo which was previously on my old telus plan. I canceled my old plan, bought a public mobile sim and activated it online with my plan. I took out my old sim, put in my new sim and updated my data configuration. After restarting my phone, clearing the system cache, verifying my phone was compatible and that it wain't reported stolen, I am still getting "unregistered sim, no service" and my settings for data network are listing the network as unknown. I have been trying to fix for the past hour. No out going calls, data and I don't even know my new number. Please help me 😞

You shouldn't cancel your previous account until the porting is completed. You might need to send a message to Moderator_Team and ask for assistance by clicking on the envelope icon top right of your post or here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Edit: Unless you are going with a new number with PM and are not porting?

Re: New account sim unregistered no service?

Brookebailey — Thu, 25 Jul 2019 01:31:35 GMT

Yes I was charged and my account is active on the website. I can view my plan, make changes etc.

Re: New account sim unregistered no service?

dabr — Thu, 25 Jul 2019 01:33:06 GMT

@Brookebailey wrote:
Yes I was charged and my account is active on the website. I can view my plan, make changes etc.

So everything is working now?

Re: New account sim unregistered no service?

Brookebailey — Thu, 25 Jul 2019 01:33:23 GMT

This is a new number, not porting anything 😞

Re: New account sim unregistered no service?

Brookebailey — Thu, 25 Jul 2019 01:34:03 GMT

No, still unrecognized sim- not changes

Re: New account sim unregistered no service?

dabr — Thu, 25 Jul 2019 01:34:17 GMT

@Brookebailey wrote:
This is a new number, not porting anything 😞

All's good then:)

Re: New account sim unregistered no service?

Brookebailey — Thu, 25 Jul 2019 01:35:53 GMT

This is not solved

Re: New account sim unregistered no service?

Parkbench13 — Thu, 25 Jul 2019 01:36:10 GMT

Welcome to Public Mobile...where you get what you pay for...haha.

You should have been given an option to select your number when you registered/activated your sim & plan online. Perhaps the process did not go through properly. I would first check your account status through the "My Account" option once you have signed in. How did you open a community account without a number? Secondly, I would check your credit card company to ensure that you have been charged for whatever plan you chose. If you still have no success perhaps try to re register the sim. Buuuuuttttty before any of that I would open a new question here in the community with a heading of " Can a moderator please contact me ASAP". That way you're at least on the mile long list for getting help from someone who can actually do something about it. My first experience with contacting a moderator took a painstaking 3 days...hence my suggestion to post that question. Things move VERY slowly through Public Mobile bit that's why it's so cheap. There's always a ton of other clients willing to help out though...good luck!

Re: New account sim unregistered no service?

dabr — Thu, 25 Jul 2019 01:38:11 GMT

@Brookebailey So if it's not solved why did you mark a solution?

Re: New account sim unregistered no service?

GR — Thu, 25 Jul 2019 01:39:44 GMT

If you login to your self serve account you should be able to see what your phone number is, if you don't see it something went wrong.

Re: New account sim unregistered no service?

dabr — Thu, 25 Jul 2019 01:45:38 GMT

@Brookebailey See if taking the SIM out and waiting a few minutes before re-inserting and rebooting your phone helps. Make sure the SIM is in properly. If nothing works you'll have to contact the moderators.

Re: New account sim unregistered no service?

Brookebailey — Thu, 25 Jul 2019 01:55:33 GMT

Re: New account sim unregistered no service?

Brookebailey — Thu, 25 Jul 2019 01:56:03 GMT

Still not working and this is not solved 😢

Re: New account sim unregistered no service?

Brookebailey — Thu, 25 Jul 2019 01:57:06 GMT

Thanks for the advice friend!

Re: New account sim unregistered no service?

Brookebailey — Thu, 25 Jul 2019 01:57:48 GMT

I don't know how I did that... God today is sucking hard. Sorry everyone

Re: New account sim unregistered no service?

tashoke — Thu, 25 Jul 2019 02:03:00 GMT

Is it possible the sim cards got mixed up? Try swapping your sim cards around.

Re: New account sim unregistered no service?

geopublic — Thu, 25 Jul 2019 02:19:41 GMT

@Brookebailey wrote:
I don't know how I did that... God today is sucking hard. Sorry everyone

@Brookebailey First login to your account select the Plan and Add-ons tab. Make a note of your phone number.

Also select the change sim number option and make sure that last 4 digits match the last four digits on your sim card.

If the sim numbers match try powering up again and call you number from another phone. What happens?

Re: New account sim unregistered no service?

Brookebailey — Thu, 25 Jul 2019 02:30:08 GMT

I found my phone number. I checked the last four digits of my sim vs the registered sim and they matched. When I restart my phone I have zero network access and I see "unregistered sim, no service, emergency calls only"