topic Re: No mobile network from Dec 5 in Get Support

No mobile network from Dec 5

sanketku — Wed, 05 Jan 2022 22:40:00 GMT

Hello there,

I do not have mobile network from Dec 5 and need an urgent solution. I have restarted my mobile and then also took out the SIM and restarted the phone as well. Could you please help me. My location is Halifax, Nova Scotia.

Regards,

Sanket

Re: No mobile network from Dec 5

BeachNBeer — Sun, 06 Dec 2020 14:26:40 GMT

Check if your phone sim card matches your account. Click change sim card in your account to see last 4 digits. Compare to phone sim card.

Re: No mobile network from Dec 5

Dunkman — Sun, 06 Dec 2020 14:30:23 GMT

@sanketku

Is your account status active or suspended?

Maybe try network reset.

Re: No mobile network from Dec 5

Triguy — Sun, 06 Dec 2020 14:30:59 GMT

Log into your self serve account to check your status. You might need to do a network reset.

Re: No mobile network from Dec 5

ChuckYeah — Sun, 06 Dec 2020 14:31:32 GMT

Could be a hardware issue. Try your sim in another Telus/Koodo/PM phone.

Re: No mobile network from Dec 5

HALIMACS — Sun, 06 Dec 2020 14:45:49 GMT

Hi @sanketku

Aside from the SIM check, network check, & account status (active vs inactive vs suspended) check, was your renewal period within the past 24 hours?

If so, could the auto-pay have failed? Check payment history.

Re: No mobile network from Dec 5

kselmak — Sun, 06 Dec 2020 14:49:50 GMT

Hi @sanketku

Is it just the internet or also talk and texts?

Can you check if you have any data left?

If not login and purchase more or upgrade your plan, you can also ask moderators to renew you early

Did you claim the free gift? If you didn't login to your selfserve and go here https://selfserve.publicmobile.ca/Overview/plan-and-Add-ons/ChangePlanLandingPage/?PageRedirect=RedirectToAddOnPage

Then you will be able to purchase 2 gigs of data and 500 international long distance minutes for $0

Re: No mobile network from Dec 5

sanketku — Sun, 06 Dec 2020 14:53:31 GMT

Account status is ACTIVE and I tried searching the network, it is not showing

Re: No mobile network from Dec 5

BeachNBeer — Sun, 06 Dec 2020 14:55:05 GMT

@sanketkucheck the sim card. Last 4 digits do they match your phone sim card?

Re: No mobile network from Dec 5

HALIMACS — Sun, 06 Dec 2020 14:55:07 GMT

HI @sanketku

Did you try doing a network reset? Also, make sure airplane mode is not accidentally switched on by accident.

Re: No mobile network from Dec 5

sanketku — Sun, 06 Dec 2020 15:03:58 GMT

auto pay has not failed and the renewal period was on 24 July.

Re: No mobile network from Dec 5

BeachNBeer — Sun, 06 Dec 2020 15:05:55 GMT

Sim card? Do they match?

Re: No mobile network from Dec 5

sanketku — Sun, 06 Dec 2020 15:05:24 GMT

Yes, the last 4 digit on SIM and the one in account is different. Shall i change it to the number as present on the SIM and submit?
What could be the cause for this SIM number change on my account. Do I need to reset the password. Please let me know.

Re: No mobile network from Dec 5

BeachNBeer — Sun, 06 Dec 2020 15:08:02 GMT

@sanketkuYou're a victim of simjacking. Immediately change all your passwords and Financials. Go to lost /stolen in your account to suspend your account so it blocks that sim card.

Contact moderators.

CLICK to private message mods

Re: No mobile network from Dec 5

HALIMACS — Sun, 06 Dec 2020 15:12:51 GMT

You were SIM jacked or sim swapped.

I would secure all financials and contract moderators to report.

Re: No mobile network from Dec 5

sanketku — Sun, 06 Dec 2020 15:10:21 GMT

Will I be able to get the same number back, if I block the SIM.

Re: No mobile network from Dec 5

BeachNBeer — Sun, 06 Dec 2020 15:12:35 GMT

@sanketku Yes mods should be able to fix you back up but you should start acting immediately before it gets worst. Anything attached to your number (PayPal,Banks) they possibly can gain access. They're hackers.

Re: No mobile network from Dec 5

Dunkman — Sun, 06 Dec 2020 15:13:41 GMT

@sanketku

Yes, your account was hacked. Report your phone lost/stolen.

To report your phone lost/stolen. Login to your account. Choose Plans and Add-ons tab. Then choose Lost/Stolen Phone tab. The choose Suspend Service tab.

Change the password to your self service account to something stronger. Also check any online banking/financial accounts and change passwords, etc.

Then contact moderator for help. They might be able to restore your old SIM card. Or you might need to purchase another SIM card and change yourself.

To contact moderator via 2 methods:

New Ticketing system - faster

Click on the question mark on the right lower corner of website to start ticketing process to contact moderator. Type: SIM card swap. Follow the prompts to submit ticket.

Send a private message to moderator through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: No mobile network from Dec 5

teale604 — Sun, 06 Dec 2020 15:14:09 GMT

Does your phone need any updates? When mine wasn't working the other day it ended up being that there were some updates needed and then it worked fine after that. I did find out there were many others who had the same problem where I am but it never hurts to try updating your phone.

Re: No mobile network from Dec 5

sanketku — Sun, 06 Dec 2020 15:25:15 GMT

I have suspended the service, change the password for online account.

Do I want to report it to Police as well?