topic Re: My sim card is not working in Get Support

My sim card is not working

rihamsoliman — Mon, 18 Apr 2022 16:16:20 GMT

I have a sim card and I am paying its subscription fees every month. However, the sim card does not work since I came back from my last trip (it was abroad). My subscription payment is done automatically every month. I paid for this month already, but it is not working.

Re: My sim card is not working

will13am — Mon, 18 Apr 2022 16:19:33 GMT

@rihamsoliman , did you use your phone with a different service while you were away? If so, check that the phone is set to automatically connect to the cellular network. If it was set to manually connect to a particular network, it will not connect to Public Mobile.

Re: My sim card is not working

Meow — Mon, 18 Apr 2022 16:20:59 GMT

If you are very confident your renewal fee has been paid and account says: Active (and shows next renewal date) your service with PM is not compromised.

- Try SIM in another phone, if available

- Re-seat your PM SIM; clean contacts

- Clean phone's SIM contacts

- Reboot your phone without SIM

- Try manually to connect to Network provider

Re: My sim card is not working

dust2dust — Mon, 18 Apr 2022 16:35:55 GMT

Can you try a different sim in the phone? Do any messages come up? We've seen a couple stories of people getting their phone locked by non-Canadian providers elsewhere (US anyway).

Also check devicecheck.ca

Re: My sim card is not working

BEER — Mon, 18 Apr 2022 16:46:33 GMT

If you have an iPhone -- go to "Network Selection" and and if Public Mobile is not showing then click on it and turn on "Automatic".

Re: My sim card is not working

JL9 — Mon, 18 Apr 2022 18:01:23 GMT

One of those suggestion should work, worst case scenario you can get a new sim card and go into your self serve and change sim to get it back up and running

Re: My sim card is not working

esjliv — Mon, 18 Apr 2022 19:14:57 GMT

@rihamsoliman wrote:
I have a sim card and I am paying its subscription fees every month. However, the sim card does not work since I came back from my last trip (it was abroad). My subscription payment is done automatically every month. I paid for this month already, but it is not working.

@rihamsoliman - try performing a Reset of the device's Network Settings.

Do you have another provider's plan/service on this phone while you were away? I recall recent similar cases after travelling then coming back and issues when trying to use the Public Mobile SIM card again.

I think one case was that the other provider locked the phone with their services some how.

So, can you try someone else's SIM card into your phone to make sure other SIM cards will work...just to rule out this.

If the services still don't work after doing this, and after checking if the SIM works with another compatible phone, and other SIM's in your phone...then check with CSA to see if they can assist.

Two ways to contact CSA:

1- Put in a ticket through SIMon Bot (usually faster method to get in contact with the Public Mobile Customer Support agents=CSA) by clicking here:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
OR
2- Private message CSA here (slower method) by clicking here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437