topic Urgent Help Please in Get Support

Urgent Help Please

Olawoleluro — Thu, 31 Mar 2022 01:30:10 GMT

Purchased a new Samsung phone and my public mobile SIM card only receives and sends text messages. It DOESN'T call out or receive calls. Please help

Re: Urgent Help Please

Spudster — Thu, 31 Mar 2022 01:32:26 GMT

@Olawoleluro

Try the following:

reboot device
remove and reinsert SIM card
toggle airplane mode on/off
manually switch to the 3G network under network connections

If you only recently activated here, did you respond "YES" to the port authorization request if you ported here from another mobile service provider?

Re: Urgent Help Please

esjliv — Thu, 31 Mar 2022 01:47:39 GMT

@Olawoleluro -

By what methods are you sending and receiving messages? Is this through an app of some sort, or are these actually SMS message?

if you just purchased a phone and SIM card with public mobile, you need to activate the SIM card to have services.

Activate here: https://publicmobile.ca/en/on/portal/activation

If you have activated the SIM card, try performing a Reset of your device's Network Settings.

This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.

Re: Urgent Help Please

Olawoleluro — Thu, 31 Mar 2022 01:54:54 GMT

I tried it says it's not registered on network

Re: Urgent Help Please

Olawoleluro — Thu, 31 Mar 2022 01:55:52 GMT

This is my old sim card from the phone that became bad

Re: Urgent Help Please

Olawoleluro — Thu, 31 Mar 2022 01:57:30 GMT

The sim card allows me to send and receive text messages but not calls which is very strange

Re: Urgent Help Please

esjliv — Thu, 31 Mar 2022 01:59:17 GMT

@Olawoleluro - is your account currently Active with Public Mobile?

Log into self serve to confirm: https://selfserve.publicmobile.ca/

Or, are you in a nonpay/suspended status. Note, over 90 days in this status you lose your number, account and access to self serve.

If you are trying to SWAP your sim card for a new one, you can to do this on your self serve account; see "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

Just to be sure, check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

Re: Urgent Help Please

Spudster — Thu, 31 Mar 2022 02:01:32 GMT

@Olawoleluro

Customer Support Agents can help. Perhaps they can reprovision the SIM card.

There are 2 ways to reach them:

Create a support ticket by clicking here , then type Support Ticket, then select Contact Us, then select the topic that more closely matches your request. Then click Click here to submit a ticket , or,
Send a private message to them by clicking here

You’ll see their reply in your Community private mailbox in the envelope to the left of your avatar.

Re: Urgent Help Please

JK8 — Thu, 31 Mar 2022 02:03:21 GMT

@Olawoleluro

Can you put the sim in another unlocked phone to make sure everything works. This will let you know whether it is an account problem vs new phone problem.

Re: Urgent Help Please

esjliv — Thu, 31 Mar 2022 02:03:17 GMT

@Olawoleluro - the 'not registered on network' message is odd if you can still send/receive texts. This is texting through a messages app?

See this article that may be helpful for the error you are receiving on your Samsung:

https://www.lifewire.com/fix-not-registered-on-network-error-samsung-galaxy-5188191

Re: Urgent Help Please

dust2dust — Thu, 31 Mar 2022 02:06:25 GMT

Is this with wifi on? Or with wifi off and data on? Can you browse a page with data on, wifi off? Can you text with data and wifi off?

Re: Urgent Help Please

softech — Thu, 31 Mar 2022 02:10:43 GMT

@Olawoleluro did you get the Samsung phone from trusted source?. do you have another active sim , any provider will do , to test the phone with that?

again, as @esjliv suggested, better to confirm if your phone is blacklisted since you just got it

https://www.devicecheck.ca/check-status-device-canada/

Re: Urgent Help Please

Olawoleluro — Thu, 31 Mar 2022 02:28:18 GMT

Thanks for your help but the situation remains unresolved

Re: Urgent Help Please

JK8 — Thu, 31 Mar 2022 02:33:48 GMT

@Olawoleluro wrote:
Thanks for your help but the situation remains unresolved

Is the phone blacklisted? Did you try the sim in another unlocked phone?

Urgent Help Please

darlicious — Thu, 31 Mar 2022 02:53:01 GMT

@Olawoleluro

Does your SIM card work in your old phone? Have you put the IMEI# of your new phone in the devicecheck,.ca website? If you purchased the phone from a private source there is a good chance the message you are receiving indicates it has been blacklisted.

https://www.devicecheck.ca/check-status-device-canada/

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 #

Re: Urgent Help Please

JL9 — Thu, 31 Mar 2022 03:38:42 GMT

Was this a brand new purchase or a Facebook Marketplace/Kijiji transaction?

Re: Urgent Help Please

tetob64354 — Fri, 27 Oct 2023 15:30:26 GMT

Root Causes of the ‘Not Registered on Network’ Error

SIM Card Issues: Sometimes, the problem is as simple as an improperly inserted or damaged SIM card. Ensure that your SIM card is correctly seated and not physically damaged.

2. Network Provider Problems: There might be issues with your network provider or the area you are in. It’s a good idea to check if there are network outages in your region.

3. Software Glitches: Firmware or software issues can cause network-related problems. This includes outdated software, corrupted files, or glitches in your device’s operating system.

4. IMEI Issues: The International Mobile Equipment Identity (IMEI) number is unique to every phone and plays a crucial role in network connectivity. If your IMEI number is incorrect, you may encounter this error.

5. Network Mode Settings: Incorrect network mode settings, especially if you’ve been tinkering with them, can lead to network registration issues.