topic Re: no service in Get Support

no service

smooth84 — Wed, 05 Jan 2022 20:42:11 GMT

unregistered sim is showing up but ive been using this sim and phone for years with problems. yesterday it just stopped working. i restarted it many times and tried to manually connect to PM network and still it wont work?

Re: no service

Jb456 — Sat, 29 Aug 2020 18:25:53 GMT

Log into your self serve account.

What's the status say? Also click change sim and see if the last 4 digits match the sim card in your phone.

Green arrow on picture below.

Re: no service

dabr — Sat, 29 Aug 2020 18:32:53 GMT

@smooth84 wrote:
unregistered sim is showing up but ive been using this sim and phone for years with problems. yesterday it just stopped working. i restarted it many times and tried to manually connect to PM network and still it wont work?

@smooth84 Log into your account and check the last four digits of your SIM with what it shows in your account. If they don't match it's possible you've been SIMjacked and need to use the lost/stolen tab and suspend your service. Then immediately contact moderators and all your accounts that use your phone number as a verification method. Here is a link to for SIMon to submit a ticket to moderators: https://publicmobile.ca.ada.support/chat/

Re: no service

smooth84 — Sat, 29 Aug 2020 18:34:59 GMT

my account says status says active but my last 4 digits on my sim are wrong?

Re: no service

gblackma — Sat, 29 Aug 2020 18:37:55 GMT

@smooth84 try your sim in another phone to see if its your phone or a SIM problem. If its the phone, try a network reset and restart your phone if it doesn't automatically do so.

Here's how to enable lost/ stolen.

If the last 4 digits of the pin match, or if its a SIM problem. Try these tricks to reset your service. You could try in order:
1.Restarting your phone. Turn it off, remove the SIM card, reinsert it, wait 5 minutes and restart it.
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.

If they fail 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.

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: no service

dabr — Sat, 29 Aug 2020 18:38:06 GMT

@smooth84 wrote:
my account says status says active but my last 4 digits on my sim are wrong?

@smooth84 If the SIM numbers don't match, then suspend service (lost/stolen tab) and then contact moderators immediately and make sure your email and bank accounts are not compromised.

Re: no service

geopublic — Sat, 29 Aug 2020 18:49:31 GMT

@smooth84 If the 4 digits don't match that is the problem. Someone changed it that has access to your account so you should change all your passwords immediately. Declare your phone lost and submit a ticket to Public and ask them to investigate who and when was it changed.