topic Re: Help with new account in Get Support

Help with new account

Noah27 — Thu, 06 Jan 2022 08:57:21 GMT

I just got my son signed up for an account. It seemed to be going along okay, but after completing all the steps, the phone won't work - I get a notice that reads: "Could not lock SIM."

Can someone please help? Sandra

Re: Help with new account

Triguy — Fri, 05 Nov 2021 18:09:00 GMT

Try shutting down the phone then remove the sim and then try reseating it and turn it back on.

Was the phone used with another provider ?

You may have to contact them to unlock the phone.

Re: Help with new account

softech — Fri, 05 Nov 2021 18:06:11 GMT

@Noah27 wrote:
I just got my son signed up for an account. It seemed to be going along okay, but after completing all the steps, the phone won't work - I get a notice that reads: "Could not lock SIM."
Can someone please help? Sandra

"Could not lock SIM"? that was the exact error?

Try reboot the phone and reseat the SIM as advised by @Triguy .

If still fails, you are also on PM? try to put your SIM in this phone and see

or try to put your son's SIM in another phone and see if you got the same result

Re: Help with new account

Anonymous — Fri, 05 Nov 2021 18:06:39 GMT

@Noah27

can you try reseat the SIM card and Make sure your phone is off before removing your SIM card,

1. power off your device

2. take out the SIM card,

3. waiting a 1 minute

4. put it back and power on,

5. toggling airplane mode off/on,

and do Rebooting your phone

This is quick and simple,

*what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

Re: Help with new account

Anonymous — Fri, 05 Nov 2021 18:07:54 GMT

@Noah27

if can't fix it you Have To Submit a Ticket To Contact Customer Support Agent by CS_Agent, and Explain your issue to they can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

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 Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
Click here to submit a ticket↗↗.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

please include in your message,
phone number,
account number,
account 4 digit pin,
Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
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.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
Check your private message inbox (click on the envelope top right of your screen)

Good Luck..

Re: Help with new account

Luddite — Fri, 05 Nov 2021 18:19:20 GMT

@Noah27 Please reboot your phone with the PM SIM installed. Then, for accurate assistance, report the exact message displayed.

Re: Help with new account

Noah27 — Fri, 05 Nov 2021 19:55:52 GMT

Hi Again - We tried again using the PIN number we set up - now we are locked out and it is asking for a PUK code. Can someone help?

Re: Help with new account

softech — Fri, 05 Nov 2021 20:05:57 GMT

@Noah27 wrote:
Hi Again - We tried again using the PIN number we set up - now we are locked out and it is asking for a PUK code. Can someone help?

@Noah27 the PIN number setup is for *611 to be used on PM account related issue.

for PUK code. What exactly was the message? there are 3 different kind of unlock codes. But since you said you tried couple times and locked, it sounds like this one:

“PIN unlock key (PUK)” or "Enter PUK Your SIM cannot be accessed" is a SIM-specific code used to prevent unauthorised use of a SIM card.

If so, Public Mobile's CS Agent can give you this type of code, you can either use the direct link to open the ticket: https://urlshortner.tiia.ai/Oyn1L6

or message them

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

Re: Help with new account

Anonymous — Fri, 05 Nov 2021 20:06:14 GMT

@Noah27 wrote:
Hi Again - We tried again using the PIN number we set up - now we are locked out and it is asking for a PUK code. Can someone help?

@Noah27

Where To Find Your PUK

A Personal Unlocking Key, or PUK code, allows you to reset your SIM card’s PIN number, after you’ve entered an incorrect PIN three times. To get your PUK code, please start a conversation with our virtual assistant, SIMon, to submit a ticket to the Customer Support Agents by clicking here link..

Re: Help with new account

dabr — Fri, 05 Nov 2021 20:07:37 GMT

@Noah27 wrote:
Hi Again - We tried again using the PIN number we set up - now we are locked out and it is asking for a PUK code. Can someone help?

@Noah27 Is your phone locked to a previous provider? You may need to contact them for the unlock code, or of it's Samsung, you can phone their customer support number and get the unlock code.

Re: Help with new account

t_p — Fri, 05 Nov 2021 21:41:04 GMT

@Noah27 wrote:
Hi Again - We tried again using the PIN number we set up - now we are locked out and it is asking for a PUK code. Can someone help?

@Noah27

It sounds like you tried to change the default SIM PIN and are now locked out.

You'll have to contact CS to get the PUK code to unlock:

https://widget.telus.tiia.ai/chatbot.html?botId=ZJkWuVb7Hp6EEcTIZKMZbvLwuDV&duid=1ml6dfoOGWCbzEjqGe8dAWK9FYr&lang=en&

Ref. Where to find your PUK (publicmobile.ca)

Re: Help with new account

hTideGnow — Fri, 05 Nov 2021 20:25:11 GMT

@Noah27 There are different "PUK" and you need the unlock code from different sources:.

There is one "SIM network PIN blocked. Enter SIM network PUK." , mainly on Samsung phone asking for master code

Another one "SIM network unlock PIN" is for carrier unlock code

Last one is the “PIN unlock key (PUK)” is the unlock code for the SIM card itself.

What was the error message on the screen?

Re: Help with new account

Noah27 — Fri, 05 Nov 2021 21:28:24 GMT

I was just asked by Michelle to go online and verify the account which I did. But I now don't know how to get Michelle back. In any case, the account has been verified if someone can help with a PUK code.

Sandra

Re: Help with new account

Anonymous — Fri, 05 Nov 2021 21:31:29 GMT

@Noah27

Verify your identity (publicmobile.ca)

you did that good,,,,ok waitng for next message from Michelle,

Re: Help with new account

Anonymous — Fri, 05 Nov 2021 21:36:28 GMT

@Noah27 : Have we decided which exact message you're getting?