topic Re: Number ported, SIM activated, but unable to enter APN settings in Get Support

Number ported, SIM activated, but unable to enter APN settings

gfawley — Wed, 05 Jan 2022 15:04:55 GMT

I have set up an account with PM, had my number ported, SIM activated, and had contact with a moderator. I have not been able to get my phone to work (Samsung Galaxy S8). Tried to change my APN settings, but told to go to "Settings, More, Access Point Names, etc" - but on my phone under Settings there is no "More" and I can not find where the APN settings are. I've tried reinserting the SIM card, rebooted the phone numerous times, I've tried to search for APN, Access Point, Wireless & Networks, Mobile Networks, Network Settings, etc. but still cannot find these settings. When I go to SIM card Status - everything shows "Not available". Noticed that under IMS registration status is shows 'not registered'. I have sent moderator, but the only replies have said that the number has been ported and the SIM activated, along with the instructions on what to change the APN settings to. No reply to my further messages, so have been unable to get my phone working. Anyone else had this problem? (So far, I'm not too impressed with PM and their 'customer service').

Re: Number ported, SIM activated, but unable to enter APN settings

gblackma — Wed, 25 Mar 2020 17:40:44 GMT

@gfawley Use this link to see how to access your APN settings.

https://www.helpforsmartphone.com/public/en/samsung/galaxy-s8/android-7-0/guides/22/Set-up-Internet-Samsung-Galaxy-S8

And these are the APN settings to use

Re: Number ported, SIM activated, but unable to enter APN settings

Dunkman — Wed, 25 Mar 2020 17:45:33 GMT

@gfawley

Does your text, talk work?

APN settings is important for data.

Maybe try network reset. Toggle airplane mode on, then off.

Re: Number ported, SIM activated, but unable to enter APN settings

gblackma — Wed, 25 Mar 2020 17:54:21 GMT

@gfawley please tell us if the information provided worked or if it failed, so that we can continue to help you. Thanks.

Sometimes Samsung phones require at minimum a network reset and sometimes a factory one.

Re: Number ported, SIM activated, but unable to enter APN settings

hairbag1 — Wed, 25 Mar 2020 17:53:21 GMT

@gfawley wrote:
I have set up an account with PM, had my number ported, SIM activated, and had contact with a moderator. I have not been able to get my phone to work (Samsung Galaxy S8). Tried to change my APN settings, but told to go to "Settings, More, Access Point Names, etc" - but on my phone under Settings there is no "More" and I can not find where the APN settings are. I've tried reinserting the SIM card, rebooted the phone numerous times, I've tried to search for APN, Access Point, Wireless & Networks, Mobile Networks, Network Settings, etc. but still cannot find these settings. When I go to SIM card Status - everything shows "Not available". Noticed that under IMS registration status is shows 'not registered'. I have sent moderator, but the only replies have said that the number has been ported and the SIM activated, along with the instructions on what to change the APN settings to. No reply to my further messages, so have been unable to get my phone working. Anyone else had this problem? (So far, I'm not too impressed with PM and their 'customer service').

Who was your last provider...Can you confirm if the phone is unlocked now .

Re: Number ported, SIM activated, but unable to enter APN settings

gfawley — Wed, 25 Mar 2020 17:58:38 GMT

Thanks for the suggestions, but...

Under SIM card status - everything shows as Not Available

Tried making a phone call - says "Not registered on network"

Cannot locate "network settings"

Is there something wrong with my phone or the SIM card? It was working no problem before I ported over to PM.

Re: Number ported, SIM activated, but unable to enter APN settings

gblackma — Wed, 25 Mar 2020 18:08:51 GMT

@gfawley how long ago, and from whom did you port your number?

tricks to restart your phone service. 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 .

If these tricks don't work contact a moderator and ask them to reset your SIM. Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one (CLICK on account specific question and human and submit a ticket)
You can also enable email notification to receive a private message notification in your email INBOX.
My settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Re: Number ported, SIM activated, but unable to enter APN settings

Dunkman — Wed, 25 Mar 2020 18:05:12 GMT

@gfawley wrote:
Thanks for the suggestions, but...

Under SIM card status - everything shows as Not Available
Tried making a phone call - says "Not registered on network"
Cannot locate "network settings"
Is there something wrong with my phone or the SIM card? It was working no problem before I ported over to PM.

@gfawley
One way to find out is to put the SIM card in another phone. This helps determine whether hardware issue/setup versus PM service problem.

Re: Number ported, SIM activated, but unable to enter APN settings

gfawley — Wed, 25 Mar 2020 18:05:35 GMT

Have tried doing a network reset, then rebooted. No difference.

Re: Number ported, SIM activated, but unable to enter APN settings

geopublic — Wed, 25 Mar 2020 18:07:15 GMT

@gfawley wrote:
Thanks for the suggestions, but...

Under SIM card status - everything shows as Not Available
Tried making a phone call - says "Not registered on network"
Cannot locate "network settings"
Is there something wrong with my phone or the SIM card? It was working no problem before I ported over to PM.

@gfawley Access your selfserve account and try the lost/stolen reset trick in the hopes of getting you account kick started.

declare you phone lost
wait for a couple of minutes
declare your phone found
restart your phone

Re: Number ported, SIM activated, but unable to enter APN settings

hairbag1 — Wed, 25 Mar 2020 18:08:44 GMT

@gfawley wrote:
Have tried doing a network reset, then rebooted. No difference.

.Can you confirm if the phone is unlocked now ?

Re: Number ported, SIM activated, but unable to enter APN settings

gfawley — Wed, 25 Mar 2020 19:02:43 GMT

Can't try the SIM in another phone, as this is the only working phone I've got. Unable to 'borrow' a phone from anyone else due to self-isolating.

Re: Number ported, SIM activated, but unable to enter APN settings

gfawley — Wed, 25 Mar 2020 19:06:05 GMT

I've tried all gblackma's suggestions to no avail. I was previously with PC Mobile with an unlocked phone, so that is not the issue. I'll try talking with a moderator again (it would have been nice if the previous moderator I was in touch with actually continued our conversation, rather than opening another ticket).

Re: Number ported, SIM activated, but unable to enter APN settings

Dunkman — Wed, 25 Mar 2020 19:11:31 GMT

@gfawley

Hopefully, moderator can help you out.

You could try a factory reset of the phone.

Re: Number ported, SIM activated, but unable to enter APN settings

fujiyama — Wed, 25 Mar 2020 22:10:29 GMT

Really strange that you do not have network settings on your phone. How many steps can you follow through in the link from @gblackma's first post? (this link)

At which step do you get stuck because your phone settings differ from those in the guide?

With the PM sim inserted, can you try calling these codes using your phone's dialer:

##72786#

Enter the 8 symbol/digits then hit "call". If you get a popup asking you to perform update, select yes. If nothing happens, do the same with this code below:

*22803

Let us know what happens, thanks.

Re: Number ported, SIM activated, but unable to enter APN settings

gfawley — Wed, 25 Mar 2020 22:34:30 GMT

Under "Connections" there is no "Mobile Networks", so couldn't go any further.

Tried both those codes, and both came back "Not Registered On Network"

I don't have another phone in which to try the SIM (and can't borrow one at the moment due to the whole self-isolating thing). The only thing I haven't tried is a factory reset (am loathe to do so unless it is absolutely necessary).

I have a ticket open now for the technical support team.

Thanks for your suggestions anyways.

Re: Number ported, SIM activated, but unable to enter APN settings

geopublic — Wed, 25 Mar 2020 22:39:03 GMT

@gfawley Your phone is locked or it's blacklisted.

Your phone might be locked to the previous provider. You must get the Network Unlock PUK code from your previous provider.
If your phone is a Samsung you might be able to get an unlock code from the Samsung website via a chat
To start a live chat session from Samsung's Contact Us page: http://www.samsung.com/ca/info/contactus.html?CID=AFL-hq-mul-0813-11000170.

Hope this helps!

Re: Number ported, SIM activated, but unable to enter APN settings

gfawley — Wed, 25 Mar 2020 22:55:52 GMT

I was with PC Mobile for the past two years with this phone - and had it unlocked before I went with them. So it should still be unlocked. And of course, it isn't blacklisted. Thanks anyways.

Re: Number ported, SIM activated, but unable to enter APN settings

gblackma — Wed, 25 Mar 2020 22:58:03 GMT

@gfawley try manually selecting PM as your network and restart your phone. Turn your phone off, wait 30 seconds and restart it.

Re: Number ported, SIM activated, but unable to enter APN settings

gfawley — Wed, 25 Mar 2020 23:09:22 GMT

I'm unable to manually set PM as my network as I can't get to the network settings.