topic Re: Unregistered SIM in Get Support

Unregistered SIM

Crusherfied — Wed, 05 Jan 2022 17:56:23 GMT

Bought this phone new several months ago, been working fine so far. My phone started displaying this message last night on the screen where it normally says "public mobile", it says "unregistered SIM". Tried to make a phone call this morning and it said "Not registered on network". Restarted the phone, same problem.

Any ideas what is going on and/or what to do?

Re: Unregistered SIM

kselmak — Wed, 26 Aug 2020 15:47:53 GMT

What is your status?

Can you test the sim in different phone

If you are not active, reactivate

If you are active, church check if the sim number in your account matches your sim.

If it doesn't contact moderatora asap

If it does, is it possible that the phone for blacklisted?

Re: Unregistered SIM

esjliv — Wed, 26 Aug 2020 15:48:38 GMT

Hi @Crusherfied ,

It sounds like you got or are getting disconnected from the network.

*Try removing your SIM for a couple of minutes then replacing it.

*Reset your network settings.

*Reboot your phone.

You could also try your SIM in another phone, to see if you are getting the same issues...if so this could mean it is a SIM issue or your account provisioning needs correcting.

If you are still having issues and your account in your self serve account is showing ACTIVE,

contact the Moderator_Team via private message using this link, maybe it is a provisioning issue on your account, that only the moderators can fix.

Re: Unregistered SIM

Crusherfied — Wed, 26 Aug 2020 15:47:37 GMT

Status? I'm on auto pay and it cycles near the beginning of the month.

Re: Unregistered SIM

kselmak — Wed, 26 Aug 2020 15:50:28 GMT

Testing it on the different phone that works with Telus would determine if it's sim/service or the phone itself. Would you have access to such phone?

You could also walk into Telus/Koodo store and ask to test in a loaner

Re: Unregistered SIM

geopublic — Wed, 26 Aug 2020 15:51:09 GMT

@Crusherfied wrote:
Bought this phone new several months ago, been working fine so far. My phone started displaying this message last night on the screen where it normally says "public mobile", it says "unregistered SIM". Tried to make a phone call this morning and it said "Not registered on network". Restarted the phone, same problem.
Any ideas what is going on and/or what to do?

@Crusherfied That usually means that your phone is blacklisted. Where did you purchase the phone? Retail location or private sale?

Re: Unregistered SIM

Jb456 — Wed, 26 Aug 2020 15:51:43 GMT

@Crusherfiedunderstand you're on auto-pay and it renews each 30 days. Sometimes auto-pay does fail.

Can you log into your self serve account and tell us the status of the account?

Link to log in below

https://selfserve.publicmobile.ca/

Re: Unregistered SIM

gblackma — Wed, 26 Aug 2020 15:53:53 GMT

@Crusherfied try a network reset and restart your phone if it doesn't automatically do so. Try switching your sim into another phone to determine wether its the phone or the sim. Log into your self service account and see the status of your account. Also choose the change sim option and compare the last 4 digits to the sim card in your phone. The Sims should match.

If it doesn't, your sim may have become detached from the network. Contact the moderators and ask them to reset your sim for you. There are 2 ways to contact the Moderator Team:

Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, 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.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Re: Unregistered SIM

Crusherfied — Wed, 26 Aug 2020 16:01:23 GMT

bought it online thru Best Buy. My wife has identical phone, on public mobile, no issues

Re: Unregistered SIM

geopublic — Wed, 26 Aug 2020 16:09:32 GMT

@Crusherfied wrote:
bought it online thru Best Buy. My wife has identical phone, on public mobile, no issues

@Crusherfied Swap sims with your wife and if you are still getting the same error then your phone has been blacklisted. Is this a new phone bought from Best Buy directly or another seller using their online platform?

Re: Unregistered SIM

Crusherfied — Wed, 26 Aug 2020 18:09:06 GMT

Checked the SIM number, the last 4 numbers do not match

Re: Unregistered SIM

Crusherfied — Wed, 26 Aug 2020 18:25:36 GMT

I just check the IMEI number, and the phone is not blacklisted. Have contacted a moderator, will see what happens

Re: Unregistered SIM

dabr — Wed, 26 Aug 2020 18:28:00 GMT

@Crusherfied wrote:
Checked the SIM number, the last 4 numbers do not match

@Crusherfied Sounds like your SIM was swapped, now you need to contact moderators ASAP, try this link: https://publicmobile.ca.ada.support/chat/

Also log into your account and suspend your service by using lost/stolen tab (first click plans/add-ons tab).

Then you should change all your login/password info wherever you use your phone for verification purposes immediately and notify all the relevant parties.

Re: Unregistered SIM

computergeek541 — Wed, 26 Aug 2020 20:09:47 GMT

@Crusherfied Unregistered SIM means that SIM card is not activated, whether it's because it was never active or if the service has been cancelled. It is not a device issue.

Please note that "unregistered sim" and "unable to register on network" are not the same thing.

While the second mesaage that I placed in quotation marks can be for a number of reasons, but first mesage in quotation marks can only mean that the SIM card isn't active.

The sim card number not matching, as you have discovered, would also point to that.