topic Re: No network connection in Get Support

No network connection

Familiaphotog — Wed, 05 Jan 2022 14:59:02 GMT

Hi, We signed up with Public mobile last night and I got my phone connected in about 10 minutes. Then I did all the same things with my husbands and NO connection.

We have waited almost 10 hours and still nothing. We have taken the sim card out a few times, we have restarted the phone many times, we have gone to settings and tried to adjust celluar network data and still no connection.

Do you think we need a different sim card?

Re: No network connection

JoyLuck — Wed, 18 Mar 2020 15:59:37 GMT

Is the phone unlocked?

Try your sim card in your husband's phone. If it works, it is unlocked.

Re: No network connection

Anonymous — Wed, 18 Mar 2020 15:59:54 GMT

@Familiaphotog

Try your working SIM in that phone.

What make/model/submodel is the phone?

If it's not a new phone then did it possibly come from Rogers/Fido/Chatr?

Re: No network connection

Familiaphotog — Wed, 18 Mar 2020 15:59:58 GMT

Yes the phone is unlocked

Re: No network connection

Familiaphotog — Wed, 18 Mar 2020 16:02:07 GMT

I will try the other sim in it now.

It was a telus phone and has worked just fine before last night

It is a iPhone 7

Re: No network connection

Familiaphotog — Wed, 18 Mar 2020 16:11:24 GMT

I tried the other sim card and it connected to the network

So i need a new SIM card. But do I really have to pay again for the sim card, that doesn't seem fair.

Re: No network connection

JoyLuck — Wed, 18 Mar 2020 16:14:11 GMT

Might be a bad sim card. Account might not have been provisioned properly.

Please contact a Moderator who can access your account to assist you:

Step 1: Choose the ? button at the right bottom corner of this page

Step 2: Tell “Simon”what the issue is

Step 3: Ask for “Moderator””

Step 4: Simon will present you with two choices. Choose “Account-specific question”

Step 5: Then choose “No, I want a human”

Step 6: Create your ticket

After submission, monitor your private message box in the top right hand corner by selecting the envelop icon.The Moderator’s reply will be in your inbox folder. Your sent folder will contain your ticket submission.

Some web browser are a bit finicky with contacting SIMon, therefore you can use this link to contact a moderator:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: No network connection

Familiaphotog — Wed, 18 Mar 2020 16:15:36 GMT

Can I just take in the non working SIM and have them replace it?

Re: No network connection

JoyLuck — Wed, 18 Mar 2020 16:17:07 GMT

Phone the retailer first before making the trip down.

Re: No network connection

mimmo — Wed, 18 Mar 2020 16:18:30 GMT

hi @Familiaphotog just to recap

sim one in phone one works
sim two in phone two does not work
sim one in phone two works
sim 2 in phone one does not work

I would submit a ticket Via SIMon and ask the moderators to investigate. you probably had an activation error and the sim is not "activated" on the network.

I am also assuming that selfserve for account 2 is working fine.? do the sim# match?

Re: No network connection

Familiaphotog — Wed, 18 Mar 2020 16:18:54 GMT

Ok thank you I will try to contact simon

Re: No network connection

Anonymous — Wed, 18 Mar 2020 16:21:23 GMT

@Familiaphotog

Log in to the self-serve of that account and make sure you're looking at that account. Maybe you activated that account with the same email address.

If you can log in then:

look for the status to say Active

check to make sure the last four digits of the SIM # are the same as physically on the SIM card (or shell) by going into Change SIM. Don't complete it...just look.

Then 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.

Re: No network connection

mimmo — Wed, 18 Mar 2020 16:21:55 GMT

@Familiaphotog do not jump straight to bad sim, it is rare that sims do not work. go though the moderator_team to get get directions. if they say it is a faulty sim then ask them to credit the cost of a new one to your account.

any out of pocket expenses /initiatives will probably not be refunded.

Re: No network connection

Familiaphotog — Wed, 18 Mar 2020 16:22:31 GMT

Ya good Idea thank you

Re: No network connection

Familiaphotog — Wed, 18 Mar 2020 16:23:55 GMT

Yes all of that is correct

I am trying to contact Simon now.

Yes both self serve accounts are working fine

Re: No network connection

Familiaphotog — Wed, 18 Mar 2020 16:30:15 GMT

Ok I am trying to do all the steps but this is kind of ridiculous. Supposed to be simple

Re: No network connection

JoyLuck — Wed, 18 Mar 2020 16:40:22 GMT

The mods will be able to assist you.

When you have your phones working, I would suggest you have a look at self service to see all the options there and to browse the community to see what type of questions and solutions may be of interest to you. I am very satisfied with the plan I have with PM.

Re: No network connection

Familiaphotog — Wed, 18 Mar 2020 16:50:11 GMT

I am not unhappy with the plan but I have not even been able to use the plan because we can't get the phone to connect at all. I am saying to connect is very frustrating for what should be straight forward and this process of finding out whats wrong with it is taking a long time.

Re: No network connection

gblackma — Wed, 18 Mar 2020 17:17:26 GMT

@Familiaphotog If you can't use Simon, contact tje moderators directly through private message here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

While you wait for tjem try these tricks to kickstart your service.

Tricks to reset phone
You could try in order:
1. Restarting your phone. Turn your phone off, wait 30 seconds and restart.
2.Putting your phone on aeroplane mode for 5 minutes. Take it off and restart.
3.From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone.
4. Add a one time payment and of $1 To your account and restart your phone .

Re: No network connection

Familiaphotog — Wed, 18 Mar 2020 17:25:14 GMT

Done all of these suggestions and still nothing