topic Re: Basic Troubleshooting in Get Support

Basic Troubleshooting

neilselden — Tue, 04 Jan 2022 18:04:46 GMT

Hi,

With so many new members coming online, i thought a very brief set of troubleshooting steps would be helpful.

If you are experiencing issues with your newly activated PM service, try the following steps:

1) Make sure your phone is unlocked. if it is, proceed...

2) Log into your account on the web and verify that your account is active. If it is, proceed...

3) Power off phone, remove SIM card, replace after 1 minute, power on phone.

4) Check if you can make calls/use data. If you cannot, proceed...

5) If you cannot use data, follow these instructions

a) Thanks, @jamestneutron and @sonician for thinking to include this step!

6) If you cannot call, but can use data, your issue may be a failed attempt to port over your old number

7) If it still does not work, contact a moderator.

@Luddite posted this very informative How-To, describing what information will need to give a moderator if you encounter any issues. Be sure to specify exactly what issue you have when you send the moderators a private message.

Hope this helps,

Neil

Re: Basic Troubleshooting

sonician — Fri, 28 Oct 2016 18:23:25 GMT

I'd also like to recommend this page, just in case the information does not populate successfully:

http://productioncommunity.publicmobile.ca/t5/Phones-Hardware/How-do-I-set-up-data-APN-on-my-smartphone/m-p/3

Re: Basic Troubleshooting

jamestneutron — Fri, 28 Oct 2016 19:19:37 GMT

I would also mention that if the sim card is active, but data is not working to refer to the data settings to make sure that the PM settings are updated on the phone! This was the main step that I had to seek help with when I activated my account

Re: Basic Troubleshooting

jamestneutron — Fri, 28 Oct 2016 19:20:46 GMT

@sonician Haha, didn't see your post until after I submitted mine! Thanks for sharing the link!

Re: Basic Troubleshooting

proplayer44 — Fri, 28 Oct 2016 20:01:25 GMT

They can always google ""Public Mobile APN setting"" to confirm their Data settings.

Re: Basic Troubleshooting

will13am — Wed, 12 Apr 2017 20:19:18 GMT

This should be stickied in the knowledge base section for easy reference.