topic Re: Setting up in Get Support

Setting up

Rabbit58 — Wed, 05 Jan 2022 15:20:31 GMT

I am now with PM, updated to new iPhone, set up, working,. Gave old phone to hubby, reset to default settings, got new sim, registered and looked like it took, but calling isn’t working, and under general...network, says unavailable, Do I need to redo or does my old phone have to be unlocked with PM.

Re: Setting up

iliketotalk — Sun, 12 Apr 2020 15:22:48 GMT

@Rabbit58 hi did you port a number does anything work?

Re: Setting up

JoyLuck — Sun, 12 Apr 2020 15:26:14 GMT

If you just ported it might take a couple of hours to complete.

Re: Setting up

hairbag1 — Sun, 12 Apr 2020 15:28:50 GMT

@Rabbit58 wrote:
I am now with PM, updated to new iPhone, set up, working,. Gave old phone to hubby, reset to default settings, got new sim, registered and looked like it took, but calling isn’t working, and under general...network, says unavailable, Do I need to redo or does my old phone have to be unlocked with PM.

@Rabbit58...make sure to use a different email address for each account...you can use the same cc though.

Edit...who was cell provider of old iPhone ?

Re: Setting up

will13am — Sun, 12 Apr 2020 15:30:50 GMT

@Rabbit58 , are you able to login to the self serve account to see if there is something wrong there? If the account setup was flawless, then the phone should connect to the network. Inability to connect to the network suggests the SIM card may not have been provisioned to an account.

Re: Setting up

Rabbit58 — Sun, 12 Apr 2020 15:31:23 GMT

No chose a number , iPhone isn’t responding and saying network unavailable

Re: Setting up

JoyLuck — Sun, 12 Apr 2020 15:32:44 GMT

If your old phone is not unlocked it would have to be unless that phone was used with Telus or Koodo.

Re: Setting up

Rabbit58 — Sun, 12 Apr 2020 15:32:18 GMT

Didn’t port, chose a number, it was last nite

Re: Setting up

geopublic — Sun, 12 Apr 2020 15:33:33 GMT

@Rabbit58 Your phone is locked you need to contact the previous provider and ask them to unlock it.

Re: Setting up

Rabbit58 — Sun, 12 Apr 2020 15:33:34 GMT

Yes we have another email, and old phone was with Pm, do they lock phone?

Re: Setting up

gpixel — Sun, 12 Apr 2020 15:36:02 GMT

@Rabbit58 Hi, Welcome to Public Mobile!

You can try resetting your network settings. you will have to re-enter any wifi passwords. restart your phone after this process.

From a Home screen, navigate: Settings

> General > Reset.
Tap Reset Network Settings.

If prompted, enter your passcode.
Tap Reset Network Settings

as others have said your phone could be locked.

Re: Setting up

gblackma — Sun, 12 Apr 2020 15:37:51 GMT

@Rabbit58 PM doesn't lock the phone. It sounds like your SIM didnt provision properly. Try these 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 $2 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 "No I want a human" and "Submit a ticket Click me!")
Once connected, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Stay safe.

Re: Setting up

popping — Sun, 12 Apr 2020 15:41:07 GMT

@Rabbit58 wrote:
Didn’t port, chose a number, it was last nite

Test

Put your working SIM card in your old phone. If it does the same with your hubby SIM card, your old phone is locked by your previous provider. Call your previous provider to get it unlocked.

Re: Setting up

Rabbit58 — Sun, 12 Apr 2020 15:42:24 GMT

Checked account online, reflects all entered is correct, plan set up etc, payment all good, account status says active, what is wrong

Re: Setting up

geopublic — Sun, 12 Apr 2020 15:43:44 GMT

@Rabbit58 if you are asking about the old phone then no, it does not get locked by PM. It appears that the new account was not provisioned properly and you will need to contact Public to reset the account.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking here or the icon (bottom right of your screen).

If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team

Re: Setting up

Rabbit58 — Sun, 12 Apr 2020 15:43:49 GMT

Phone was unlocked when I set up with PM a year ago

Re: Setting up

Rabbit58 — Sun, 12 Apr 2020 15:44:23 GMT

It was unlocked when I set up with PM

Re: Setting up

JoyLuck — Sun, 12 Apr 2020 15:48:07 GMT

@Rabbit58 wrote:
Yes we have another email, and old phone was with Pm, do they lock phone?

Phone should be fine. Best to contact a moderator as suggested above.

Re: Setting up

hairbag1 — Sun, 12 Apr 2020 15:48:35 GMT

@Rabbit58 wrote:
It was unlocked when I set up with PM

While waiting for moderator assistance...try cycling phone off, then on.

Try putting it in Airplane mode for a minute, then back again.

Re: Setting up

Rabbit58 — Sun, 12 Apr 2020 15:48:17 GMT

This worked, resetting...thank you!!!