topic Re: New customer with used phone from public mobile in Get Support

New customer with used phone from public mobile

Chris38 — Thu, 06 Jan 2022 09:01:05 GMT

Hey

I ordered a galaxy s10 online through public. Mobile.

It arrived today and I put in the SIM, went online and activated it with a new phone number. I can make calls (shows private number) , can't receive calls and no data. I've added apn settings. There are two other APNs that I can't remove, so I added a new APN with settings based on what public mobile recommends.

Still no data, and can't receive calls.

Its been a couple hours now, I've rebooted a bunch of times.

What am I forgetting?

Thanks in advance.

Re: New customer with used phone from public mobile

Anonymous — Mon, 15 Nov 2021 20:49:19 GMT

@Chris38 : Since it's a new to you phone but used...maybe do a full-on everything factory reset.

Re: New customer with used phone from public mobile

will13am — Mon, 15 Nov 2021 20:51:02 GMT

@Chris38 , are you able to confirm that the self serve account is active? Try doing a network reset. Since you obtained a new phone number, you should be able to receive calls if you can make calls as there is no number transfer involved here. If you created a new APN, make sure that it is selected as the default APN otherwise the phone might be using one of the existing APNs even if it is wrong. Existing APNs are taken from a read only file resident on the phone, so they cannot be deleted.

Re: New customer with used phone from public mobile

dabr — Mon, 15 Nov 2021 20:51:52 GMT

@Chris38 wrote:
Hey
I ordered a galaxy s10 online through public. Mobile.
It arrived today and I put in the SIM, went online and activated it with a new phone number. I can make calls (shows private number) , can't receive calls and no data. I've added apn settings. There are two other APNs that I can't remove, so I added a new APN with settings based on what public mobile recommends.
Still no data, and can't receive calls.

Its been a couple hours now, I've rebooted a bunch of times.
What am I forgetting?

Thanks in advance.

@Chris38 If you selected a new number then all your phone services should be working straight away, although there could be incorrect entries for the APN settings affecting the data.

You could try removing and reinserting the SIM or toggling airplane mode on/off. Also perhaps a network reset. Another thought is to change your network setting to 3G/WCDMA as Telus is upgrading equipment which is affecting customers in certain regions.

Otherwise you'll need to submit a ticket via chatbot for customer support here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Second option is to send a private message to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: New customer with used phone from public mobile

softech — Mon, 15 Nov 2021 21:16:51 GMT

@Chris38 since it is a new phone, I agree that you should do a factory reset, re-setup with your PM SIM inside. It should pickup PM APN without issue after a reset

Re: New customer with used phone from public mobile

Anonymous — Mon, 15 Nov 2021 21:27:03 GMT

@Chris38

try to do factory reset SAMSUNG Galaxy S10

if you're not happy in the first 30 days, return it for a refund.

CPO Warranty, Returns & Repair (publicmobile.ca)

and you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to
they can solve your issue, they are nice Service Team they 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: New customer with used phone from public mobile

Chris38 — Mon, 15 Nov 2021 21:33:10 GMT

I've tried all the suggestions. Still no proper connection. I've opened a support ticket

Re: New customer with used phone from public mobile

CountyDownIeUk — Mon, 15 Nov 2021 21:44:42 GMT

Just saying......I prefer a good used product vs a refurbished one. Is it possible that the phone had a defect and/or was not refurbished/checked out properly before it was shipped to you?

Re: New customer with used phone from public mobile

softech — Mon, 15 Nov 2021 21:58:11 GMT

@Chris38 wrote:
I've tried all the suggestions. Still no proper connection. I've opened a support ticket

@Chris38 Since you have a new activation, it could either be the account issue or phone. It would be nice if you have another SIM card, a working SIM, to test out the phone.

Also , to check the SIM/account, it would be good if you can test out on another phone, another one that known to be working. Data could be an APN issue and could be hard to troubleshoot , but calls could be very easy to test

Re: New customer with used phone from public mobile

softech — Mon, 15 Nov 2021 21:59:14 GMT

@CountyDownIeUk wrote:
Just saying......I prefer a good used product vs a refurbished one. Is it possible that the phone had a defect and/or was not refurbished/checked out properly before it was shipped to you?

definitely possible... i remember there was another posts that the phone was not factory reset properly. But in OP case, we have a new account, new CPO phones, 2 "news" make it hard to determine who is the weakest link

Re: New customer with used phone from public mobile

pkaraa — Mon, 15 Nov 2021 22:31:56 GMT

A factory reset is recommended.

Call settings needs to be changed to 3G/WCDMA.

For data see If you can modify the existing APN settings and making it default instead of inserting new settings.

toggle between airplane mode on/off can reset the data settings too.

Re: New customer with used phone from public mobile

Meow — Mon, 15 Nov 2021 22:56:45 GMT

@CountyDownIeUk wrote:
Just saying......I prefer a good used product vs a refurbished one. Is it possible that the phone had a defect and/or was not refurbished/checked out properly before it was shipped to you?

I concur. You never know who 'refurbished' product. Maybe it was just - ah, it powers on, no deep scratches - good to go.

The only drawback of 'used in excellent condition' might be battery life. And with last few phone generations it is almost impossible to replace battery by ordinary user.

Re: New customer with used phone from public mobile

Chris38 — Tue, 16 Nov 2021 13:58:04 GMT

I tried another Sim (my old phone service is still active) in the Certified pre-owned phone from PM and it works. So the phone itself is fine.

Must be the SIM or something went wrong during activation.

The phone shows its connected to the Public Mobile network. Just no data. And when I try calling my number it says "your call cannot be completed as dialed'

Re: New customer with used phone from public mobile

softech — Tue, 16 Nov 2021 14:22:50 GMT

Great test @Chris38 .. at least we ruled out the device issue.

so, it's down to the SIM. you tried the SIM on your other "old" phone? same result? (or you can the issue by putting the SIM on another phone, that may trigger some re-provision on the back end) .

if still fail, open a ticket with PM. It has been some SIM provision issue in the last week.. PM should be able to resolve it without a new SIM card

To open ticket with PM:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: New customer with used phone from public mobile

Chris38 — Tue, 16 Nov 2021 14:20:17 GMT

I just tried the PM SIM in my old phone with the exact same symptoms. No data not able to receive calls.

I've already opened a ticket last night just waiting for response.

Thanks to all that helped

Re: New customer with used phone from public mobile

softech — Tue, 16 Nov 2021 14:23:14 GMT

yes, PM should be able to fix it on the backend without issue... come back and give us good news

Re: New customer with used phone from public mobile

BKNS27 — Tue, 16 Nov 2021 15:35:06 GMT

@Chris38

I agree with @softech, it sounds like a backend issue. Just wait for a CS Agent to message you once they have completed the fix.

Re: New customer with used phone from public mobile

Chris38 — Tue, 16 Nov 2021 16:17:12 GMT

I've been advised to order another SIM card. I will update once the issue is resolved.

Re: New customer with used phone from public mobile

Anonymous — Tue, 16 Nov 2021 16:22:10 GMT

@Chris38 : It's much quicker to get one in a store. How far away are you from a store that would have a SIM? Like, how big is the town you're in? Or do you live rural?

Re: New customer with used phone from public mobile

BKNS27 — Tue, 16 Nov 2021 17:40:50 GMT

@Chris38

Best place to get a PM SIM is at Canadian Cell Supplies online or you can drop into any PM retailer like London Drugs, Loblaw’s cell kiosk stands, Walmart (some might not sell just the SIM), etc.