topic Re: How long does it take to get a moderator response? in Get Support

How long does it take to get a moderator response?

SaraEpp — Wed, 05 Jan 2022 11:11:06 GMT

I'm waiting for a moderator to respond to my request for a network locked SIM card PUK - I PM'd the Moderator_Team last night, and I'm still waiting for any response.

Any other ways to get help?

Re: How long does it take to get a moderator response?

kselmak — Tue, 30 Jul 2019 18:14:42 GMT

It could take up to72 hours

Hang in there

Re: How long does it take to get a moderator response?

GinYVR — Tue, 30 Jul 2019 18:14:53 GMT

@SaraEppHopefully another 24 hours? Nope no other way to get a PUK.

Re: How long does it take to get a moderator response?

ShawnC13 — Tue, 30 Jul 2019 18:16:28 GMT

@SaraEpp wrote:
I'm waiting for a moderator to respond to my request for a network locked SIM card PUK - I PM'd the Moderator_Team last night, and I'm still waiting for any response.

Any other ways to get help?

Response time seems to be around 48-72 hours right now.

Re: How long does it take to get a moderator response?

kselmak — Tue, 30 Jul 2019 18:16:38 GMT

one more thing, what kind of error message are you getting?

Did the phone ever work with telus/koodo/public mobile sim?

Thanks

Re: How long does it take to get a moderator response?

Anonymous — Tue, 30 Jul 2019 18:19:11 GMT

@SaraEpp wrote:
I'm waiting for a moderator to respond to my request for a network locked SIM card PUK - I PM'd the Moderator_Team last night, and I'm still waiting for any response.

Any other ways to get help?

Yeah...if the message is saying network locked then perhaps it's still locked to a previous provider. If it's a Samsung then they have a nice way to get an unlock code.

Re: How long does it take to get a moderator response?

Jaskrat — Tue, 30 Jul 2019 18:26:57 GMT

response times can vary from 2-3 days

try looking around the forums to see if people have had similar issues?

Re: How long does it take to get a moderator response?

SaraEpp — Tue, 30 Jul 2019 18:27:51 GMT

Thanks everyone.

It was a unlocked samsung phone with a Rogers plan, and I've already called into the Rogers service and confirmed that it's a public mobile error, not a Rogers one.

Re: How long does it take to get a moderator response?

geopublic — Tue, 30 Jul 2019 20:43:01 GMT

@SaraEpp wrote:
I'm waiting for a moderator to respond to my request for a network locked SIM card PUK - I PM'd the Moderator_Team last night, and I'm still waiting for any response.

Any other ways to get help?

@SaraEpp As others have mentioned if your phone is asking for a network unlock code the moderator will not be able to help you with that and you will just end up wasting your time.

Your phone might be locked to the previous provider. You must get the Network Unlock PUK code from your previous provider.

If your phone is a Samsung you might be able to get an unlock code from the Samsung website via a chat
To start a live chat session from Samsung's Contact Us page: http://www.samsung.com/ca/info/contactus.html?CID=AFL-hq-mul-0813-11000170.

Hope this helps!

Re: How long does it take to get a moderator response?

Anonymous — Tue, 30 Jul 2019 18:30:59 GMT

@SaraEpp wrote:
Thanks everyone.

It was a unlocked samsung phone with a Rogers plan, and I've already called into the Rogers service and confirmed that it's a public mobile error, not a Rogers one.

So Rogers says 🙂

While you're waiting for the mods...just for kicks, go through Samsung and get a code and then see if you can enter it. Maybe remove SIM, restart phone, shut off phone, re-install SIM, restart phone. Maybe it'll ask for a code in there somewhere.

Re: How long does it take to get a moderator response?

rich24 — Tue, 30 Jul 2019 19:32:48 GMT

How long not sure because I am still waiting waiting for them to respond so I can pay a bill and Unsuspend my phone service

Re: How long does it take to get a moderator response?

GinYVR — Tue, 30 Jul 2019 19:33:45 GMT

@rich24Can be up to 48 hours or more unfortunately.

Re: How long does it take to get a moderator response?

cloud19 — Tue, 30 Jul 2019 19:37:13 GMT

I am still waiting for them to port my number from koodo as well.

Maybe they need to hire more moderators or give us more access to fix our own problem.

Re: How long does it take to get a moderator response?

computergeek541 — Tue, 30 Jul 2019 21:04:58 GMT

@SaraEpp wrote:
I'm waiting for a moderator to respond to my request for a network locked SIM card PUK - I PM'd the Moderator_Team last night, and I'm still waiting for any response.

Any other ways to get help?

Sorry, but Public Mobile cannot help you with this.

Rogers is giving you incorrect information. Your phone is locked to a carrier (likely Rogers).

When a phone is asking for the SIM Network Unlock PUK, that means that it is locked to another carrier. Public Mobile cannot help unlock phones from other carriers.

When a phone asks for this code, someone has tried repeatedly and unsucessfully to unlock the phone.

The SIM Network Unlock PUK is a master code for the phone itself. It is needed before the SIM Network Unlock PIN can be used (which would unlock your phone and allow it to be used by Public Mobile).

You'll need to get both of these codes from your old carrier, the manufacturer, or from someone who sells these codes.

Re: How long does it take to get a moderator response?

kselmak — Tue, 30 Jul 2019 22:19:03 GMT

Hi @SaraEpp

As many have mentioned before and this is why i asked a question if you used it on telus network before is that although the phone is unlocked it is usually ' unlocked' they can lock it for short time to ensure you don't walk off the phone the next day. You can but you have to pay them to unlock it. After 3 months by law they must unlock it for free.

If you never did it to your phone you will have to duo it.

There are 2 places that must do it for free if you ask and those are your previous provider ( rogers) and the manufacturer ( samsung.ca). Other providers even if they belong to rogers wouldn't even have that information.

There are other companies that buy that info from rogers or Samsung and they will charge you.

If you go over to Samsung canada and go to chat support you will have your code in 5 minutes

Hope it helps

Re: How long does it take to get a moderator response?

SaraEpp — Wed, 31 Jul 2019 01:25:09 GMT

You're totally (and frustratingly) right. My unlocked phone was apparently not unlocked. I got the code from Rogers, just in case, and contacted Samsung chat as a couple of people suggested, and got my PUK right away. The Rogers code did then work (though apparently I could have saved myself a step and got both from Samsung), and I'm now actually able to use my phone. Hooray!!!

(... still haven't heard from a moderator ... )

Thanks again for the help, everyone!

Re: How long does it take to get a moderator response?

aridShrub — Wed, 31 Jul 2019 17:58:38 GMT

Incredibly; 72 hours.

Look on the bright side, it could be 72 days.