topic Re: no service in Get Support

no service

searl — Wed, 05 Jan 2022 13:35:01 GMT

I recently stopped getting any service from public mobile, I thought maybe it was my phone, but then took my sim card out and put it in a friends phone and they had no service either. The top shows full service to public mobile, but can't send or receive texts can't google, just get the spinning wheel of death. I'm currently waiting for a mod to help me with this, but has anyone else had this issue. It's obviously the sim card but do they have a refresh button on their end to fix it or does I just need a new sim ?

Re: no service

Anonymous — Fri, 16 Aug 2019 21:47:51 GMT

@searl wrote:
I recently stopped getting any service from public mobile, I thought maybe it was my phone, but then took my sim card out and put it in a friends phone and they had no service either. The top shows full service to public mobile, but can't send or receive texts can't google, just get the spinning wheel of death. I'm currently waiting for a mod to help me with this, but has anyone else had this issue. It's obviously the sim card but do they have a refresh button on their end to fix it or does I just need a new sim ?

Can you log in to your self-serve? Does it say Active?

Can you call 611? Does it just ask for money right away or do you get options for other actions?

Re: no service

searl — Fri, 16 Aug 2019 21:53:08 GMT

It shows active, and I can call 611, and it gives me the options to stop auto pay, add ad ons, etc, just like if I had service

Re: no service

GinYVR — Fri, 16 Aug 2019 21:55:32 GMT

@searlTry the Lost/Found trick or give $1 to your account via selfserve.

Re: no service

Anonymous — Fri, 16 Aug 2019 21:57:00 GMT

@searl wrote:
It shows active, and I can call 611, and it gives me the options to stop auto pay, add ad ons, etc, just like if I had service

Two things to try:
1. 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.
See what happens.

2. Manually add $1 into your account and restart the phone.

Edit: ninja'd

Re: no service

searl — Fri, 16 Aug 2019 21:59:41 GMT

ok so if i do this, will i have to restart my auto pay and all that other stuff again? I just made a payment is why I am asking, don't want to have to start that over again?

Re: no service

searl — Fri, 16 Aug 2019 22:07:48 GMT

tried that didnt work, took out sim and tried in different phone that i know works it didn't work in that either?

Re: no service

goldilock — Fri, 16 Aug 2019 22:13:20 GMT

@searl Sounds like you probably need to buy a new sim card. Here is the link below for a store locator, or you can purchase a public mobile sim on amazon or order one on the public mobile website.

https://www.publicmobile.ca/en/bc/store-locator

Re: no service

GinYVR — Fri, 16 Aug 2019 22:16:04 GMT

@goldilockI would not recommend buying a SIM card as the SIM card is just a container for the idenitier and encryption keys to the users account. If it is a provisioning problem, a new SIM card would not help.

Re: no service

Anonymous — Fri, 16 Aug 2019 22:13:57 GMT

@searl wrote:
ok so if i do this, will i have to restart my auto pay and all that other stuff again? I just made a payment is why I am asking, don't want to have to start that over again?

No. They're methods to kick-start the service. Some report not getting all rewards but that's secondary to not having service.

Re: no service

goldilock — Fri, 16 Aug 2019 22:15:59 GMT

@GinYVR So what is she supposed to do? She said the Sim card didn't work in someone else's phone so it's clearly not a problem with the phone but the Sim card?

Re: no service

GinYVR — Fri, 16 Aug 2019 22:16:36 GMT

@goldilockWait for the moderators.. that's realistically what she can do.

Re: no service

goldilock — Fri, 16 Aug 2019 22:20:47 GMT

@GinYVR Can you explain why it would be a bad thing for her to buy another Sim to activate it and have service in the meantime since she needs a phone and there is a several day delay for a response from moderators.

Most people can't realistically be without phone services for days on end.

Re: no service

GinYVR — Fri, 16 Aug 2019 22:21:50 GMT

@goldilockBecause it is a provisioning problem. Every service of every user is stored on Public Mobiile's server. The SIM card is just a key to that service. If the user changes the key, and it is the provisioning file that is messed up, it won't fix anything AND the user is out of $10 (since there is no refunds) and SIM cards are 1 use only.

I would not recommend getting a new SIM card unless the moderators instruct one to do.

UNLESS you are suggesting to the OP to GET A NEW ACCOUNT with the SIM card.. then that's different.

Re: no service

goldilock — Fri, 16 Aug 2019 22:22:34 GMT

@GinYVR Yes, that's what I meant. With a new sim it would be a new account obviously right away, the other logistics could be worked out later with the moderators with the number etc.

Re: no service

GinYVR — Fri, 16 Aug 2019 22:24:23 GMT

@goldilockIf the user shows the account is active there are other diagnostics steps / avenue to do before starting a new account.

Re: no service

Anonymous — Fri, 16 Aug 2019 22:30:49 GMT

@goldilock wrote:
@GinYVR Yes, that's what I meant. With a new sim it would be a new account obviously right away, the other logistics could be worked out later with the moderators with the number etc.

I would be loathe to suggest to a customer having problems to go and buy a new SIM (maybe free with in-store activations at some places) and activate a new account with a unique email address all just to get going sooner.

Would you want to hear from someone to go spend more money on a SIM and plan when your service isn't working?

Heck, I struggle a little with the extra dollar thing due to the fact that the customer is already having problems. But at least it just gets used at the next renewal.

Re: no service

goldilock — Fri, 16 Aug 2019 22:30:13 GMT

@GinYVR @searl

Right but she already said she tried all the tricks, the lost/found trick, the adding $1, she removed sim card and reinserted it, checked the sim in another person's working phone, none of those self-diagnosing things worked. It's up to her, if she wants to wait several days plus without a phone or if she wants to buy a Sim card and create a new account to have a phone while she waits for the moderators. She has choice of free will to have the option to do that if she needs to have phone service and can't wait longer. Many people realistically can not wait days without phone service and she has identified the problem is the Sim card because it doesn't work in someone else's phone.

I am sorry I wrote "she" and I should not have been gender specific, I don't know if it's a female or male so sorry if I wrote the wrong one!

Re: no service

Anonymous — Fri, 16 Aug 2019 22:33:14 GMT

@goldilock

I think I see...this thread is similar to another thread. Maybe you're getting mixed up. This thread made no mention of having done those work arounds. He even hesitated at the lost/stolen.

Re: no service

goldilock — Fri, 16 Aug 2019 22:36:16 GMT

@Anonymous I don't understand why suggesting that someone could buy a new sim card to get service if that's what they want to do, has had such a negative reaction. Yes, personally if I was in that person's shoes and I identified the SIM card is the problem, I would not hesitate to buy another Sim card and account (everyone has multiple email addresses) because I could not be without phone service for days on end until the problem is resolved.

If that person knows their referall code, they would use it for their new account and get $10 credit right away so nothing would be lost if they got a new account with $10 plan, it would be free with the referall credit right, so why would that be so far-fetched as a temporary solution.

Again, it's merely an option posed to the person, if they don't want to do that, and they don't need phone service then they must wait for a moderator to assist them, who might end up. telling them to buy a new sim card anyway.

I would like to hear from an oracle if this is a bad thing to have suggested.