topic No Service in Get Support

No Service

tysonja — Thu, 06 Jan 2022 06:34:37 GMT

Hi, I've been with Public Mobile for 5 years - tonight just a few minutes ago my iphone suddenly lost connection with Public Mobile, as in no phone calls, texts, data. I tried doing a network reset already but no change. My husband is also on PM and he has service as usual.

Thanks in advance!

Re: No Service

JoyLuck — Tue, 15 Dec 2020 06:07:20 GMT

@tysonja wrote:
Hi, I've been with Public Mobile for 5 years - tonight just a few minutes ago my iphone suddenly lost connection with Public Mobile, as in no phone calls, texts, data. I tried doing a network reset already but no change. My husband is also on PM and he has service as usual.

Thanks in advance!

Are you up for renewal? What is your account status in self service?

Did you try rebooting phone ~~or reset network settings?~~

Try taking SIM card out and putting back in and reboot.

Go into self service and choose Change Sim Card. Check the last 4 digits against the SIM card in you phone to ensure you have not been sim jacked. If they do not match put your phone in lost/stolen mode and change password. Then check and secure all your financials and contact moderators to get your services back.

Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

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

hTideGnow — Tue, 15 Dec 2020 06:04:03 GMT

did you try turn off the phone, pull the SIM out and wait another minute before putting it back and powering back up??

Re: No Service

tysonja — Tue, 15 Dec 2020 06:21:48 GMT

Thank you for your reply - it turns out my SIM card number on my online profile does not match my physical SIM card. I've started a ticket with the moderator. I hope they get back to me soon. If you or anyone has any suggestions on what to do next please let me know, thank you.

Re: No Service

JoyLuck — Tue, 15 Dec 2020 06:42:30 GMT

@tysonja wrote:
Thank you for your reply - it turns out my SIM card number on my online profile does not match my physical SIM card. I've started a ticket with the moderator. I hope they get back to me soon. If you or anyone has any suggestions on what to do next please let me know, thank you.

Keep an eye on envelope icon in top right corner for a reply from the moderators.

Go into self service and put your phone in lost/stolen mode and change the password. Go check and secure all your financials and change the passwords. You should also change passwords on other accounts like email, etc.

When Are Moderators Available And How Long Till I Get A Response?

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.
Saturday and Sunday from 8 AM to 10 PM Eastern time.

Re: No Service

Anonymous — Tue, 15 Dec 2020 06:27:26 GMT

@tysonja : Did you suspend your service in the Lost/stolen function? Then change the self-serve login password?

Then run around all your financial logins and make sure nothing has been taken and while you're there change those passwords too. And your email that is linked to your self-serve.

Then contact the moderators here and they should be able to re-instate your SIM and then you can resume your service. Or buy a SIM and change the SIM yourself and maybe they would credit you the cost.

Edit: beat again 🙂

Re: No Service

tysonja — Tue, 15 Dec 2020 06:41:16 GMT

thanks so much, you all have been very helpful. this sucks, but i appreciate all the help.