topic Re: Locked Phone? in Get Support

Locked Phone?

OF — Mon, 21 Feb 2022 06:08:02 GMT

When I first came to Public I had my own unlocked phone I purchased from my friend. The public SIM card worked, cause the phone was unlocked with their provider. I sense got a new phone and gave my old phone (that was mine I didn't purchase through Public). They are going to use Lucky, when they put their new SIM card in it won't work, it says it's locked. They called Lucky and they said Public has it locked? Why? And now I need it unlocked! My understanding is if I own it you can't' lock it. Please resolve it.

Re: Locked Phone?

HALIMACS — Sun, 20 Feb 2022 16:16:17 GMT

@OF

It's possible your 'friend' gave you a phone that may have been previously locked to the TELUS network of companies. (including TELUS, Koodo, or Public Mobile)

If so, it won't work on any other mobile provider network, or their affiliates.

Contact CSA for help:

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Locked Phone?

Anonymous — Sun, 20 Feb 2022 16:15:47 GMT

If it was a Samsung phone then that's a Samsung thing. Just chat with them and they'll unlock it. iirc it has to do with the first SIM inserted after unlocking. The phone saw your PM SIM after having been unlocked. Then it went ahead and locked to the new provider.

Samsung is very good with helping with that.

Re: Locked Phone?

hTideGnow — Sun, 20 Feb 2022 16:23:43 GMT

Hi @OF

You said " I had my own unlocked phone I purchased from my friend", so you cannot confirm if the phone was originally from PM? Maybe it is from Telus or Koodo?

If the phone was from Telus or Koodo, you still have a chance that PM CS Agent can help. Open a ticket with them, Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: Contact CS Agent
Click "Contact Us"
Click "Other"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Locked Phone?

Meow — Sun, 20 Feb 2022 16:52:54 GMT

If you never used any other SIM but from PM you cannot be sure it was really unlocked. Similarly, if previous owner used it with any company owned by Telus, those other SIM most likely would work.

I know the case where phone locked to Rogers worked perfectly with Fido SIM.

Find out who was your friend's provider. Call them to unlock it. Or you can try talking with Samsung and if phone is Not international version (but pure Canadian) they should help you out.

Re: Locked Phone?

BKNS27 — Sun, 20 Feb 2022 17:09:55 GMT

@OF

What make and model is your old phone?

If it is a Samsung, it has been locked by Samsung.

As for the locked SIM, normally it is not locked but reach out to a CS_Agent and see if they can help.

Re: Locked Phone?

darlicious — Sun, 20 Feb 2022 20:20:13 GMT

@OF

If the phone model was released before December 2017 then it's locked by the provider which in this case would have been either telus or koodo ( pm only started selling phones in November 2020). Contacting customer support to provide an unlocking code shouldn't be an issue. If the phone is a newer Samsung then contacting them via chat will have it unlocked as well within short order.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.