topic Re: Porting complete but SIM cannot connect to network in Get Support

Porting complete but SIM cannot connect to network

sieffre — Sat, 16 Apr 2022 02:37:30 GMT

Hello,

I've just ported my number from Call Centric (a VoIP provider). A representative from Public Mobile called to confirm the company name and advise that the port would complete on Wednesday (today is Friday).

On Wednesday, as expected, I received a notification from Call Centric that the port was complete, and a type of welcome email from Public Mobile.

However, even after testing the SIM card on multiple phones, resetting the network on those phones, restarting those phones, the SIM card does not seem to want to connect to a network.

Could someone assist?

Re: Porting complete but SIM cannot connect to network

computergeek541 — Sat, 16 Apr 2022 02:37:13 GMT

@sieffre wrote:
Hello,

I've just ported my number from Call Centric (a VoIP provider). A representative from Public Mobile called to confirm the company name and advise that the port would complete on Wednesday (today is Friday).

On Wednesday, as expected, I received a notification from Call Centric that the port was complete, and a type of welcome email from Public Mobile.

However, even after testing the SIM card on multiple phones, resetting the network on those phones, restarting those phones, the SIM card does not seem to want to connect to a network.

Could someone assist?

I suspect that this is an account provisioning issue. You should have beren able to connect to the mobile network even a few days ago. To get that fixed, you'll need to open a ticket to a CSA customer support agent. That's done by going to: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Porting complete but SIM cannot connect to network

esjliv — Sat, 16 Apr 2022 02:46:15 GMT

@sieffre - Have you had any working services on the SIM card? Usually texting and outgoing calls should work very soon after activation, but you have had nothing?

When you log into your self serve account, is your account status Active?

Re: Porting complete but SIM cannot connect to network

sieffre — Sat, 16 Apr 2022 03:02:00 GMT

Hi @esjliv, nothing has worked. I've texted and called to no avail. When calling I get a "Not registered on network." error.

Re: Porting complete but SIM cannot connect to network

esjliv — Sat, 16 Apr 2022 03:04:24 GMT

@sieffre - and your account status in your self serve says...what?

https://selfserve.publicmobile.ca/

Or, call 611 from your device (if it works..) or call # 1-855-478-2542 from another line to check your account status.

Re: Porting complete but SIM cannot connect to network

sieffre — Sat, 16 Apr 2022 03:04:59 GMT

@computergeek541 , I think the provisioning issue might go deeper. Having gone through the tool, I cannot verify using the 2 standard methods (account credentials, communicty credentials, typing transaction details). The bot has suggested to send a private message.

Re: Porting complete but SIM cannot connect to network

sieffre — Sat, 16 Apr 2022 03:06:11 GMT

@esjliv , the account status shows as "active"

Re: Porting complete but SIM cannot connect to network

esjliv — Sat, 16 Apr 2022 03:25:32 GMT

@sieffre wrote:
@computergeek541 , I think the provisioning issue might go deeper. Having gone through the tool, I cannot verify using the 2 standard methods (account credentials, communicty credentials, typing transaction details). The bot has suggested to send a private message.

@sieffre

edit try this one first before the Private Message:

1 -

If still issues, submit a ticket for help; click this link: to request the transfer of your number over to Public Mobile.

2 -

Then try this one if above fails:

Private Message to Public Mobile Customer Support Agents (CSA)