topic Re: Cannot connect in Get Support

Cannot connect

TheresaK — Wed, 05 Jan 2022 14:42:38 GMT

Signed up to Public Mobile and I went into Networks and it says that I am connected but still cannot get service! Help!

Re: Cannot connect

will13am — Sat, 29 Feb 2020 12:08:27 GMT

@TheresaK , after activation what does your self serve account look like? Does it show active status with the correct plan loaded in the account? What phone are you using? I am not sure what you mean by checking networks for connection?

Re: Cannot connect

darlicious — Sat, 29 Feb 2020 12:11:32 GMT

@TheresaK Try rebooting your phone first. Does public mobile appear at the top right of your phone screen? If not go to your network settings and choose public mobile if it appears.

Did you pick a new number or port in your own number?

Re: Cannot connect

TheresaK — Sat, 29 Feb 2020 12:13:09 GMT

I have a alcatel phone, model number 4044V. When I go into the setting, then carriers, it shows Public Mobile and it says connected.

Re: Cannot connect

TheresaK — Sat, 29 Feb 2020 12:20:53 GMT

No, I picked a number from Public Mobile.

Re: Cannot connect

darlicious — Sat, 29 Feb 2020 12:23:01 GMT

@TheresaK Do you have any services? Text, calling, data? And as @will13am mentioned what's the make and model of your phone?

Re: Cannot connect

TheresaK — Sat, 29 Feb 2020 12:23:52 GMT

Rebooted my phone several times and still never worked, it just keeps searching but nothing. It shows that I am connected to public mobile when I go into the carriers but still not working.

Re: Cannot connect

will13am — Sat, 29 Feb 2020 12:24:37 GMT

@TheresaK wrote:
I have a alcatel phone, model number 4044V. When I go into the setting, then carriers, it shows Public Mobile and it says connected.

Does the notification bar show connection with signal strength indicator?

Re: Cannot connect

TheresaK — Sat, 29 Feb 2020 12:26:35 GMT

Yes, I have calling but won't work. The model is Alcatel model 4044V

Re: Cannot connect

will13am — Sat, 29 Feb 2020 12:31:47 GMT

@TheresaK wrote:
Yes, I have calling but won't work. The model is Alcatel model 4044V

This model? This phone is compatible on 3G. So you should have no problems with calling. Do you see a signal strength indicator with possibly a 3G symbol on the notification bar? Would it be possible to post a screen cap or two? It doesn't make sense why the phone would indicate a connection but phone call won't work. For data it is a little more involved with making sure the APN settings are correct.

https://ca.alcatelmobile.com/alcatel-go-flip/

Re: Cannot connect

darlicious — Sat, 29 Feb 2020 12:39:56 GMT

@TheresaK Try turning airplane mode on. Wait 5 min. Turn off. Try to makes a call.

Re: Cannot connect

darlicious — Sat, 29 Feb 2020 13:00:48 GMT

@TheresaK If airplane mode doesn't reconnect you then try resetting your network setting:

From the home screen, Press the Call key.
Press Dialer.
Dial ##72786#.
Note: The Final # may not display.
Press YES. The handset will restart.
The phone will restart and Hands Free Activation will begin.

Re: Cannot connect

geopublic — Sat, 29 Feb 2020 13:12:57 GMT

@TheresaK What happens when you dial *611 from your phone?

Re: Cannot connect

TheresaK — Sat, 29 Feb 2020 13:32:03 GMT

Yes, it says no network connection.

Re: Cannot connect

darlicious — Sat, 29 Feb 2020 13:40:50 GMT

@TheresaK Check your phone for any software updates. Do you have access to WiFi?

Update software versions

On the keypad, press OK.
Scroll and select Settings.
Scroll to the right under Device.
Select Device Information.
Select Update phone.
Select Update Firmware. If prompted, select a Wi-Fi network.

Re: Cannot connect

will13am — Sat, 29 Feb 2020 14:19:48 GMT

@TheresaK wrote:
Yes, it says no network connection.

This could be an account related problem. Can you try the SIM card on a different phone to confirm the account is functional.

Re: Cannot connect

TheresaK — Sat, 29 Feb 2020 14:47:18 GMT

This didn't work either. Oh my!

Re: Cannot connect

will13am — Sat, 29 Feb 2020 15:58:15 GMT

@TheresaK wrote:
This didn't work either. Oh my!

Are you referring to not being able to use the SIM card in a different phone? If that is the case, it is likely the account set up failed in some way. To address this kind of issue you will need moderator team support. The moderator team can be reached via private message using this link. Please include a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

Re: Cannot connect

TheresaK — Sat, 29 Feb 2020 20:40:43 GMT

Trying this now.

Re: Cannot connect

TheresaK — Sat, 29 Feb 2020 21:22:45 GMT

Updated phone and that didn't work either.