topic Re: no service for three weeks in Get Support

no service for three weeks

blairc8oneil — Wed, 05 Jan 2022 21:15:24 GMT

So I've been with Public Mobile for three weeks now and no service

my account is active my cellphone unlocked and my number has been successfully ported from telus.

First question how can figure out if my phone will work on Public Mobile

and second what is going on did I miss something

Help will be greatly needed ASAP

Re: no service for three weeks

JoyLuck — Wed, 25 Nov 2020 22:24:06 GMT

@blairc8oneil

Can you log into your account and see what the Account Status is? Is it Active?

Re: no service for three weeks

computergeek541 — Wed, 25 Nov 2020 22:27:27 GMT

@blairc8oneil wrote:
So I've been with Public Mobile for three weeks now and no service
my account is active my cellphone unlocked and my number has been successfully ported from telus.
First question how can figure out if my phone will work on Public Mobile
and second what is going on did I miss something
Help will be greatly needed ASAP

Assuming that you are using the same phone that you were just using at Telus Mobility and works on the 3g network, this isn't a phone compatibilty issue. In any event, this sounds to be an account provisioning issue as even if the number porting faiiled, your Public Mobile service should be working. Please open a ticket by going to: https://publicmobile.ca/chatbot

Re: no service for three weeks

Dunkman — Wed, 25 Nov 2020 22:26:00 GMT

@blairc8oneil

That is a long time without service. Since PM uses Telus/Bell towers, if your phone works with Telus, it should work with Public mobile. Which model phone? There is a phone compatiltitiy checker on the website.

Did you try rebooting your phone? Network reset?

You can also try the SIM card in another working phone. to help determine whether hardware issue versus PM service.

Re: no service for three weeks

RosieR — Wed, 25 Nov 2020 22:45:46 GMT

@blairc8oneil wrote:
So I've been with Public Mobile for three weeks now and no service
my account is active my cellphone unlocked and my number has been successfully ported from telus.
First question how can figure out if my phone will work on Public Mobile
and second what is going on did I miss something
Help will be greatly needed ASAP

Hi @blairc8oneil oh my goodness, you must be a saint to put up with no service for three whole weeks! How did you activate your sim card? Did you create a self serve account? If yes, good. If not, go here https://selfserve.publicmobile.ca/self-registration/

Put back in your Telus sim card, does it work? If yes, continue using it until porting problem is resolved. Porting is probably stuck so contact the moderators, as suggested above, to fix it for you.

Sorry about your not-so-good experience with Public Mobile. Welcome

Re: no service for three weeks

blairc8oneil — Wed, 25 Nov 2020 22:51:44 GMT

thanks for responding the account is active

Re: no service for three weeks

JK8 — Wed, 25 Nov 2020 22:56:00 GMT

@blairc8oneil wrote:
thanks for responding the account is active

- reset network settings

- try reboot phone

- take sim card out and put back in and reboot

- put on airplane mode for a few minutes, take off and reboot

If none of the above works then do this:

See @computergeek541 post above and contact a moderator.

Re: no service for three weeks

blairc8oneil — Wed, 25 Nov 2020 22:54:45 GMT

Thank you for responding, I have put my SIM card into a different device and that did not work, will that mean i need a new SIM Public Mobile SIM card?

Re: no service for three weeks

kb_mv — Wed, 25 Nov 2020 22:56:45 GMT

@blairc8oneil wrote:
Thank you for responding, I have put my SIM card into a different device and that did not work, will that mean i need a new SIM Public Mobile SIM card?

@blairc8oneil Very rare to have a faulty sim card. Have you contacted a moderator as described by others?

Re: no service for three weeks

JK8 — Wed, 25 Nov 2020 22:57:03 GMT

@blairc8oneil wrote:
Thank you for responding, I have put my SIM card into a different device and that did not work, will that mean i need a new SIM Public Mobile SIM card?

Not necessarily. Exhaust the options above and then contact a moderator.

Re: no service for three weeks

blairc8oneil — Wed, 25 Nov 2020 23:01:40 GMT

Thank you for responding, I have a self serve account, the number is ported and my phone is unlocked, I think my problem was with my SIM card I put it into another device and that did not work, do I need to order a new SIM card? and can I get a refund from public mobile for a bad SIM card?

Re: no service for three weeks

JK8 — Wed, 25 Nov 2020 23:05:05 GMT

@blairc8oneil wrote:
Thank you for responding, I have a self serve account, the number is ported and my phone is unlocked, I think my problem was with my SIM card I put it into another device and that did not work, do I need to order a new SIM card? and can I get a refund from public mobile for a bad SIM card?

Your account might not be provisioned correctly so contact a moderator first. They will be able to assist you. Don't waste your money on a sim card right now.

Re: no service for three weeks

kb_mv — Wed, 25 Nov 2020 23:05:19 GMT

@blairc8oneil wrote:
Thank you for responding, I have a self serve account, the number is ported and my phone is unlocked, I think my problem was with my SIM card I put it into another device and that did not work, do I need to order a new SIM card? and can I get a refund from public mobile for a bad SIM card?

@blairc8oneil If it turns out to be a faulty sim I would say PM will provide you a new one. Having said that, I'll ask again.... Have you contacted PM staff as directed by others to get this resolved?

Re: no service for three weeks

JK8 — Wed, 25 Nov 2020 23:08:30 GMT

@blairc8oneil

Moderator Contact:

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.
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: no service for three weeks

HALIMACS — Wed, 25 Nov 2020 23:10:56 GMT

@blairc8oneil

Wonder if you've possibly been SIM jacked?

Log into your self serve account and go to "Change SIM card" to verify that the numbers on the SIM card registered to the service is the same as the numbers on the SIM card in your phone.

Let us know.

Re: no service for three weeks

blairc8oneil — Wed, 25 Nov 2020 23:12:47 GMT

My SIM card is registered

Re: no service for three weeks

HALIMACS — Wed, 25 Nov 2020 23:23:17 GMT

@blairc8oneil

Sure sounds like you'll need moderator's assistance (edit: or porting assistance via the toll-free number) as recommended by a few others.

Fill us in as to what the problem was, if you can, for mutual learning purposes.

Thanks.

Re: no service for three weeks

gpixel — Thu, 26 Nov 2020 02:02:21 GMT

@blairc8oneil

what's the make and model of the device?

Re: no service for three weeks

blairc8oneil — Thu, 26 Nov 2020 01:25:15 GMT

I called and it was successful in porting m number and my phone is unlocked

Re: no service for three weeks

LurganIeUk — Thu, 26 Nov 2020 01:49:43 GMT

@blairc8oneil wrote:
Thank you for responding, I have a self serve account, the number is ported and my phone is unlocked, I think my problem was with my SIM card I put it into another device and that did not work, do I need to order a new SIM card? and can I get a refund from public mobile for a bad SIM card?

Is the other device unlocked?