topic Re: Missing something in Get Support

Missing something

Nico — Wed, 05 Jan 2022 16:57:21 GMT

Hi I am wondering if I'm missing something with the suspension service.

It's like this: my phone was stolen, so I suspended my service. In the next day or so I bought a new sim card and new phone. I put the sim card in my phone and then reactivated my service. The phone is registering the sim card because it shows the network provider is Public Mobile. I cannot receive phone calls, I can't make phone calls, I can't text, basically it is not connected to the network. Indeed in the top right corner of my screen the service bars have a little X over them indicating I have no service. When I call my phone from another it rings before going to the answering machine. Did I miss something with the suspension service? Did it even work? Or is this maybe a faulty sim card...?

Re: Missing something

gblackma — Fri, 03 Jul 2020 17:43:48 GMT

@Nico whats the make and model of your phone? Try these 2 tricks.

1.Restarting your phone. Turn your phone off, remove and reinsert the SIM, wait 30 seconds and restart.
2.Putting your phone on aeroplane mode for 5 minutes. Take it off and restart.

Re: Missing something

TigerKing — Fri, 03 Jul 2020 17:42:23 GMT

Did you report it lost in your self serve? If so you need to report it found to restart your service.

Re: Missing something

Triguy — Fri, 03 Jul 2020 17:43:08 GMT

Did you change your sim card in your self serve account ?

https://www.publicmobile.ca/en/bc/get-help/articles/lost-or-stolen-phone

Re: Missing something

Nico — Fri, 03 Jul 2020 17:43:34 GMT

Sorry, forgot to mention it's a OnePlus 3.

I know they're compatible because I have had a OnePlus 1 with PM before and I remember seeing a thread here before about OnePlus 3s with PM...

Re: Missing something

Nico — Fri, 03 Jul 2020 17:44:53 GMT

The missing Link!! Thanks!

Re: Missing something

TigerKing — Fri, 03 Jul 2020 17:47:18 GMT

Re: Missing something

gblackma — Fri, 03 Jul 2020 17:47:06 GMT

@Nico try the 2 tricks that I mentioned above. If they fail, do a network reset and restart your phone if it doesn't automatically do so.

To perform a Network reset, follow these steps.

From the Home screen, swipe up, then tap Settings.
Tap System > Reset Options > Reset Wi-Fi, mobile & Bluetooth.
Tap RESET SETTINGS.
Enter your PIN or Password, then tap Next.
Tap RESET SETTINGS again to confirm.

Re: Missing something

geopublic — Fri, 03 Jul 2020 18:01:04 GMT

@Nico wrote:
Hi I am wondering if I'm missing something with the suspension service.
It's like this: my phone was stolen, so I suspended my service. In the next day or so I bought a new sim card and new phone. I put the sim card in my phone and then reactivated my service. The phone is registering the sim card because it shows the network provider is Public Mobile. I cannot receive phone calls, I can't make phone calls, I can't text, basically it is not connected to the network. Indeed in the top right corner of my screen the service bars have a little X over them indicating I have no service. When I call my phone from another it rings before going to the answering machine. Did I miss something with the suspension service? Did it even work? Or is this maybe a faulty sim card...?

@Nico You need to add the new sim card into your account via selfserve.

Re: Missing something

Nico — Fri, 03 Jul 2020 18:23:04 GMT

Haha, so now my next question is how long should it take for the new card to register...?

😄 😄 😄

Re: Missing something

gblackma — Fri, 03 Jul 2020 18:32:51 GMT

@Nico it should be alnost instantaneous. Try restarting your phone. Wait 30 seconds and restart it. Stay safe.

Re: Missing something

geopublic — Fri, 03 Jul 2020 18:51:45 GMT

@Nico wrote:
Haha, so now my next question is how long should it take for the new card to register...?
😄😄😄

@Nico Restart your phone or in/out of airplane mode should do the trick.

Re: Missing something

tabi159w — Fri, 03 Jul 2020 18:53:08 GMT

I don't think you did anything wrong when reactivating, just reboot your phone and your network.

Re: Missing something

Luddite — Fri, 03 Jul 2020 19:48:19 GMT

@Nico wrote:
Haha, so now my next question is how long should it take for the new card to register...?
😄😄😄

@Nico 5 minutes; reboot your phone.