topic Re: Support in Get Support

Phone not sending or receive calls

JohnLFulton — Thu, 06 Jan 2022 07:41:55 GMT

I need a mod asap

Re: Phone not sending or receive calls

darlicious — Mon, 05 Jul 2021 16:24:04 GMT

@JohnLFulton

Was your renewal last night?

Re: Phone not sending or receive calls

esjliv — Mon, 05 Jul 2021 16:24:42 GMT

@JohnLFulton wrote:
I need a mod asap

Hello @JohnLFulton

To contact the Public Mobile Moderator_Team, there are two methods to reach them:

1 - Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

What exactly is the issue you are having, maybe the Community can help?

Try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reset network settings

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Re: Phone not sending or receive calls

Staliger — Mon, 05 Jul 2021 16:32:36 GMT

@JohnLFulton Is you Status active in Self-service? Did you try restarting phone / enabling/disabling Fly mode?

Re: Phone not sending or receive calls

BlueB — Mon, 05 Jul 2021 16:34:18 GMT

@JohnLFulton

Can you tell us a bit more about trying to send/receive calls? For example...

Has anything changed to your account, such a number porting, issues with AutoPay/balance, etc?
Can you not call 611 either? What happens when you try?
What does your phone say - any errors, such as No Service or No SIM Card?

If you haven't changed anything - log into My Account and see what information is there. If your Balance is $0 and AutoPay failed, then that could by why if your account is suspended what @darlicious was referring to.

As @esjliv mentioned, you can reach out to a Moderator directly since we're mostly users helping users here. Staff (Moderator) is best reached by opening a ticket via the SIMon chatbot (lower right corner, chat bubble) or direct message here, but they'll need to authenticate you separately.

Re: Phone not sending or receive calls

softech — Mon, 05 Jul 2021 16:35:26 GMT

@JohnLFulton

did you logon to My Account? What is the status showing there? Active or Suspended?

On that phone, what is it showing on top of the screen? Public Mobile? or other message like So Service?

Yes, you can use the Chat Bubble on the bottom right to open ticket with mod. But while waiting for their reply , maybe you can share more info with us and we can try to help.

Re: Phone not sending or receive calls

darlicious — Mon, 05 Jul 2021 16:43:22 GMT

@JohnLFulton

If your autopay failed you can make a manual payment and reactivate your service by logging into your self serve account.

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

Reboot your device.
Clear your browser, use secret/incognito mode in firefox, chrome or safari.
Choose replace card rather than remove card.
Copy your address from your billing statement.
Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
Do not put a space in the postal code. X0X0X0 not X0X 0X0.
USE ALL CAPS if necessary.
Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.

Support

JohnLFulton — Tue, 06 Jul 2021 16:23:11 GMT

I have been waiting for support for 2 days.

I guess it was a mistake to actually buy a used phone thru Public.

zero customer support

sad.

Be well

Re: Support

Triguy — Tue, 06 Jul 2021 16:26:11 GMT

What is the issue that you are having ? The community forum maybe able to help if you can provide some details.

Re: Support

esjliv — Tue, 06 Jul 2021 16:32:31 GMT

@JohnLFulton wrote:
I have been waiting for support for 2 days.
I guess it was a mistake to actually buy a used phone thru Public.

zero customer support

sad.

Be well

@JohnLFulton

If you have not had a response in 48 hours, submit another ticket.

Keep an eye out on the envelope near your Avatar at the top, right of your Community page.

Re: Phone not sending or receive calls

JohnLFulton — Tue, 06 Jul 2021 16:38:49 GMT

i purchased a new/used phone an switched to that.

they sent a SIM card with the new phone and one other.

neither are working, or the old SIM card

Re: Support

softech — Tue, 06 Jul 2021 16:49:42 GMT

@JohnLFulton did you check the Community inbox , envelope icon on the top right? Mod replies via messaging there.

Also, was that about service issue? did you check this:

did you logon to My Account? What is the status showing there? Active or Suspended?
On that phone, what is it showing on top of the screen? Public Mobile? or other message like So Service?

Provide us more information. We can't access your account, but maybe we can suggest some solution or workaround to help you get back the service sooner

Re: Support

JohnLFulton — Tue, 06 Jul 2021 17:08:21 GMT

The new phone doesn’t show anything at the top that I am used to (like battery %, or in service or the carrier. It’s an I phone Xr

trying to call out , call drops without connection, then pops up call fail, followed by enterPUK

Re: Support

darlicious — Tue, 06 Jul 2021 17:09:06 GMT

@JohnLFulton

Tickets are closed after 48 hours without a response. I prefer to send a private message so I can explain everything in the first message. Go back to the spoiler for that info....

The number indicates a new message in your private mail box.

Re: Support

JohnLFulton — Tue, 06 Jul 2021 17:12:03 GMT

I looked.

the bell is all I have had for 2 days

Re: Support

softech — Tue, 06 Jul 2021 17:12:23 GMT

@JohnLFulton wrote:
The new phone doesn’t show anything at the top that I am used to (like battery %, or in service or the carrier. It’s an I phone Xr

trying to call out , call drops without connection, then pops up call fail, followed by enterPUK

did you get this iPhone from PM?

or did you use this iPhone on another network before?

Try this:

1. Insert PM SIM - do not turn phone on (if SIM is already in, turn off)
2. Connect to computer with USB cable.
3. Start iTunes if it doesn't auto run
4. iPhone will switch on. Wait until iTunes registers it and checks for updates
5. Install the carrier profile update (if offered, if not, go to step 6)
6. Disconnect and restart.

Re: Support

JohnLFulton — Tue, 06 Jul 2021 17:14:00 GMT

I don’t have a desctop or laptop. Just my phone. That works only because I have wifi

Re: Phone not sending or receive calls

JohnLFulton — Tue, 06 Jul 2021 17:16:53 GMT

I have no mail replies in my community inbox. I am tech savvy and am frustrated that the level of service , supporting a sale is so sloppy.

be well, John

Re: Support

softech — Tue, 06 Jul 2021 17:19:00 GMT

@JohnLFulton does this iPhone ever works on PM before? It was working and just stop working or it's a new iPhone you got?

Re: Support

darlicious — Tue, 06 Jul 2021 17:20:13 GMT

@JohnLFulton

Go back to my post on the first page of this thread and click on the spoiler. Follow my directions and click on the link at the bottom. Compose your message and you will have a reply from a moderator within an hour if not sooner.

Put : "New pm ordered phone and sim card not working...swap sim?" in the subject line.