topic Re: Phone not connecting in Get Support

Phone not connecting

Ndi67 — Wed, 05 Jan 2022 18:01:58 GMT

So I asked this the other day and I am still having trouble . I will start from the begining , i recieved a text from public mobile about a one time 5 gb data bonus and they would send a text when it took place . I recieved that text and the bonus has been applied a few days ago maybe 5 or 6days . Well a few days ago my phone stopped working . I couldnt get texts ,data,phone nothing ,says can not connect to network or if it does connect says Emergency calls only. I tried resetting my network , I did the airplane mode, rebooting my phone , formatting my phone , i did the lost / stolen phone , removing SIM . I have some how managed to get the data to work but still cant make calls or texts . The SIM is to small to fit in my other phone to try . OH it shows i have cell service but falls off to 1or 2bars . My account is active and up to date . I have been using the sim card for 2 yrs . HELP !!!! Im moving and really need my phone

Re: Phone not connecting

hairbag1 — Tue, 01 Sep 2020 16:17:28 GMT

What make / model is the phone ?

Re: Phone not connecting

Ndi67 — Tue, 01 Sep 2020 16:21:09 GMT

Its an LGQ6 i have had this phone for about a year now and no problems

Re: Phone not connecting

brettster99 — Tue, 01 Sep 2020 16:26:45 GMT

@Ndi67

Have you tried updating software on the phone? Resetting specifically network settings? Could there be a service outage in the area?

Re: Phone not connecting

hairbag1 — Tue, 01 Sep 2020 16:27:25 GMT

@Ndi67 wrote:
Its an LGQ6 i have had this phone for about a year now and no problems

Sounds like you've done all the usual troubleshooting suggestions. Go to the top of the page and click Get Help / Talk to Simon for moderator assistance. Maybe they can re-provision the account to start working properly.

Good luck and keep us posted.

Re: Phone not connecting

Ndi67 — Tue, 01 Sep 2020 16:31:42 GMT

How do i find out ifthere is an outage ?

Re: Phone not connecting

gblackma — Tue, 01 Sep 2020 16:33:28 GMT

@Ndi67 try a network reset and restart your phone if it doesn't automatically do so.

From the Home Screen go to Settings. Then select General and then Backup & Reset. In the next step, you should select the Network Settings Reset and tap it several times. Excellent!

If this works reenter your APN settings to the ones below. APN settings:
Name: Mobile Internet
APN: sp.mb.com
Proxy: Not set
Port: Not set
Username: Not set
Password: Not set
Server: Not set
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMS proxy: 74.49.0.18
MMS port: 80
MCC: 302
MNC: 220
Authentication type: Not set
APN type: Not set - or - default,mms,supl ( if your mobile hotspot is spotty add "dun")
APN protocol: IPv4
APN roaming protocol: IPv4
APN enable/disable: APN enabled
Bearer: Unspecified
MVNO type: Not set
MVNO value: Not set

If thus fails. Log into your self service account and choose the change sim option and compare the last 4 digits to the sim card in your phone. The Sims should match.

If they dont match your SIM may have been sim jacked or it could have become unset from your account. I would, change your password and name on the account. Immediately place your phone on lost/ stolen. Change email, bank, credit card passwords that may be at risk. Contact the relevant places.

And contact the modwrators and ask them to switxh your service back to the original SIM card.

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: Phone not connecting

gblackma — Tue, 01 Sep 2020 16:35:12 GMT

@Ndi67 use this link to check for outages https://www.telus.com/en/on/outages

Re: Phone not connecting

brettster99 — Tue, 01 Sep 2020 16:36:29 GMT

Public mobile runs of Telus network so you go to Telus website and look for outages. Don’t remember the name but if you BING Telus network outage it should come up

Re: Phone not connecting

Ndi67 — Tue, 01 Sep 2020 16:55:27 GMT

Ok did all that and still cantmake phone calls . I have a ticket in to a mod so I will just wait and see what they can do or just go pick up a new sim and try that .. thank you for all the help

Re: Phone not connecting

popping — Tue, 01 Sep 2020 17:25:57 GMT

@Ndi67 wrote:
Ok did all that and still cantmake phone calls . I have a ticket in to a mod so I will just wait and see what they can do or just go pick up a new sim and try that .. thank you for all the help

While you are waiting for moderator, test your SIM card in another working phone. This test will determine whether it is PM setting issue or your phone hardware problem.

Re: Phone not connecting

Luddite — Tue, 01 Sep 2020 17:28:06 GMT

@Ndi67 Spare SIM is useful to have around even if it turns out to be redundant. Discounted sim cards and vouchers at this website https://canadiancellsupplies.com/products/public-sim-card?variant=31239577829465

Some additional ideas ideas to try before switching SIMs in order to rule out your phone as the issue:

look around for the left over bits from your original SIM; if you find them reassemble the size needed for your spare phone
borrow someone's unlocked phone and try your SIM in their phone and vice versa.
get the Textnow app as backup for free calling/texting on wifi

Re: Phone not connecting

geopublic — Tue, 01 Sep 2020 17:41:26 GMT

@Ndi67 Access your self serve and make sure the last 4 digits of your sim card match what's on selfserve. If not you have been sim jacked.

Re: Phone not connecting

Ndi67 — Sat, 05 Sep 2020 14:28:02 GMT

Just thought I would give you an update . STILL nothing . Very very frustrated with PM at this moment . Tech is insisting they call me and talk to me . UMMMMMM good luck with that . Now i have to rely on my neighbour IF they call her for me to get there as soon as I can . I am very unimpressed at this moment .

Re: Phone not connecting

Anonymous — Sat, 05 Sep 2020 14:37:46 GMT

@Ndi67

Did you check and verify the SIM # on your actual card to the last 4 digits in your self-serve as suggested?

Can you try your SIM in your neighbours phone?

What all can you do if anything? Calls in/out? Texts in/out? Internet?

Can you do a manual network search and see if Public Mobile shows up? Then select it.

Can you check and see what kinds of networks you're connected to? Like LTE/UMTS/WCDMA/HSDPA - 3G/4G. If it just says GSM - 2G then that would be a problem too.

Re: Phone not connecting

Ndi67 — Sat, 05 Sep 2020 14:49:06 GMT

I bought a new sim and tried on two different phones . I can not call out or recieve calls no texts . I do have internet . I have checked and rechecked all my settings . I do a manual check for Public mobile and when I click on it I get Can not connect to this server right now . And IF i am lucky to get service imay get it for 5 mins before it kicks me off .

Re: Phone not connecting

Anonymous — Sat, 05 Sep 2020 15:09:41 GMT

@Ndi67 wrote:
I bought a new sim and tried on two different phones . I can not call out or recieve calls no texts . I do have internet . I have checked and rechecked all my settings . I do a manual check for Public mobile and when I click on it I get Can not connect to this server right now . And IF i am lucky to get service imay get it for 5 mins before it kicks me off .

So you went into your self-serve and did the Change SIM function? Curious that you have internet. Is that wifi or your cell data?

Did you try manually connecting to Public Mobile on the other phone too?

I wonder if you're in a weak cell spot.

Re: Phone not connecting

gblackma — Sat, 05 Sep 2020 15:19:15 GMT

@Ndi67 Try the lost/ stolen trick to reset your service. 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.

If this fails contact the moderators and ask them to reset your service 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.

Re: Phone not connecting

Ndi67 — Sat, 05 Sep 2020 15:46:44 GMT

Internet is Wifi . I have tried manually doing everything on both phones as well as going to my neighbours and still nothing . I have been on PM for 3 yrs and this is the first time having this much trouble . A friend on a different provider came over to check if it was my place and she had service . I have important phone meetings comming up this week and I have to have my phone !! I am so close to saying bugger this and getting a different provider . I have fromatted , reset networks changed sims done the lost stolen phone manually selected provider changed APN reset APN i am so frustrated its no longer funny !

Re: Phone not connecting

Ndi67 — Sat, 05 Sep 2020 15:47:51 GMT

Ya have done all that multiple times . Still waiting for tech to decide when to deal with this !