topic No service in Get Support

No service

floriane87 — Tue, 07 Jun 2022 03:56:01 GMT

My SIM card is not working,I don’t have service since yesterday?

Re: No service

computergeek541 — Tue, 07 Jun 2022 03:57:26 GMT

@floriane87 wrote:
My SIM card is not working,I don’t have service since yesterday?

Was your service working earlier, or did you just join and it hasn't been working since joining?

Re: No service

floriane87 — Tue, 07 Jun 2022 03:59:25 GMT

I join the public mobile yesterday and since I didn’t get service

Re: No service

computergeek541 — Tue, 07 Jun 2022 04:01:16 GMT

@floriane87 wrote:
I join the public mobile yesterday and since I didn’t get service

In that event, check your credit card statement (if you used a credit card) to see if you were charged for the service. Another issue could possibly be the compatibility of your device. Which model is your phone?

Re: No service

floriane87 — Tue, 07 Jun 2022 04:04:31 GMT

They didn’t charge my credit card

Re: No service

computergeek541 — Tue, 07 Jun 2022 04:05:53 GMT

@floriane87 wrote:
They didn’t charge my credit card

If you have tried to pay with a credit card but Public Mobile never charged you, this means that your Public Mobile account was never activated. Please go back to activate.publicmobile.ca to complete that process.

Re: No service

floriane87 — Tue, 07 Jun 2022 04:37:26 GMT

I still don’t have service, and can’t even activate my SIM card

Re: No service

pkaraa — Tue, 07 Jun 2022 05:00:01 GMT

Either you need to contact support agents or do the activation process again.

You can check by the charge on the credit card and in your account self serve page when it says plan activated.

Re: No service

BKNS27 — Tue, 07 Jun 2022 05:19:20 GMT

@floriane87

Did you port your old number over to PM or did you pick a new number?

If you ported your old number over, you will need to leave your old SIM in your phone and replied to the text to complete the porting process.

You will need to contact a CS_Agent if you missed this step.

Re: No service

esjliv — Wed, 08 Jun 2022 02:23:28 GMT

@floriane87 wrote:
I still don’t have service, and can’t even activate my SIM card

@floriane87 - you will not have service without an activate/current public mobile SIM card/account.

So, did you try to activate the SIM card through the activation pages found here: https://publicmobile.ca/en/on/portal/activation

Note, you cannot reuse a Public Mobile SIM card that was used on a previously closed account. Or one that was in nonpay/suspended status for over 90 days.

Or, are you a current customer now, and your account is in suspended status?

If this was your scenario, then you will need to make a manual payment equal to or more of your owing amount, then reactivate your plan: https://selfserve.publicmobile.ca/

Can you log into self serve and make a payment? Try the forgot your password option if you are having issues.

Otherwise, you will need to obtain a voucher, or do an instant top up in store, or recharge.com...see here for some options: https://www.publicmobile.ca/en/on/get-help/articles?q=voucher

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: No service

dabr — Wed, 08 Jun 2022 18:04:11 GMT

@floriane87 It looks like you've been a community member since 2015. Were you trying to replace a defective/lost SIM card instead of activating a new account? That can be done in your self serve account too by selecting Change SIM option on the right hand side of the overview page.

Hopefully, you've contacted customer support by now and they were able to get your service back.