topic Re: No connection in Get Support

No connection

Jvmah — Wed, 05 Jan 2022 12:27:24 GMT

I bought. A $10 public Mobile SIM card

I followed all the instructions and now my account is active. my new Motorola G6 play cell phone does not recognize that there is a SIM card or a network. I have been trying for 4 days now. I went to a kiosk where I bought my SIM card and they checked my phone and don't understand why it's not working. Apparently everything in my account is in order.

Re: No connection

krazykiwi — Mon, 07 Oct 2019 16:42:22 GMT

@Jvmah wrote:
I bought. A $10 public Mobile SIM card
I followed all the instructions and now my account is active. my new Motorola G6 play cell phone does not recognize that there is a SIM card or a network. I have been trying for 4 days now. I went to a kiosk where I bought my SIM card and they checked my phone and don't understand why it's not working. Apparently everything in my account is in order.

Have you tried restarting your phoine? Resetting network? if that doesn't work try this,

Login to self serve - Plan & add-ons - Lost/Stolen phone - Suspend service.
Logout and wait a few minutes then login and select found phone.
This will not blacklist your phone.

Re: No connection

Triguy — Mon, 07 Oct 2019 16:45:04 GMT

Make sure your phone is unlocked and compatiable with PM. Did you check the willmyphonework.net website?

Try the lost/stolen feature. Log in to self-serve. Plan & Add-Ons from top menu. Lost/Stolen Phone from next menu. Suspend Service button. Log out. Wait a few minutes. Log back in and back to Lost/Stolen Phone and Resume Service this time. Log out. Restart phone. You could potentially lose any rewards that have. Also try adding a $1 payment.

Re: No connection

GR — Mon, 07 Oct 2019 16:45:55 GMT

@Jvmah also if all else fails reset the phone to factory settings

Re: No connection

will13am — Mon, 07 Oct 2019 17:15:22 GMT

Not recognizing that there is a SIM card in the phone is different than not being able to connect. Not recognizing the presence of a SIM card suggests phone hardware issue. Sometimes reseating the SIM card can alleviate the problem. Not being able to connect to the network suggests possible phone compatibility issues.

Re: No connection

Lowufo — Mon, 07 Oct 2019 18:53:31 GMT

Do you have another phone to try the sim card in to rule out it is the phone?

Re: No connection

Jvmah — Mon, 07 Oct 2019 19:00:47 GMT

@Lowufo wrote:
Do you have another phone to try the sim card in to rule out it is the phone?

I don't believe it's my phone because my Telus SIM card from another phone works with my Motorola phone

Re: No connection

Lowufo — Mon, 07 Oct 2019 19:02:49 GMT

Sounds like maybe there is an issue with the sim card.

Re: No connection

Jvmah — Tue, 15 Oct 2019 15:28:55 GMT

There was a technical inconsistency and the tech team addressed my issues. Now all is running smoothly.