topic Re: NO CONNECTION YET in Get Support

NO CONNECTION YET

Bill10 — Sat, 25 Jun 2022 14:23:25 GMT

I have just purchased my phone and thought I had everything set up with Public Mobile, but, I am still not able to make/receive calls....HELP

Re: NO CONNECTION YET

MrSpock — Sat, 25 Jun 2022 14:29:00 GMT

@Bill10 hi is it a used phone new to you, does anything work, is it a new activation, more info please any messages on your phone

Re: NO CONNECTION YET

softech — Sat, 25 Jun 2022 14:29:33 GMT

@Bill10 you got the CPO phone from PM? does it come with a sim card?

if you never have an account with PM , you will need to activate the sim card here

https://publicmobile.ca/en/bc/portal/activation

if you are existing PM customer, just put your sim card from your old phone to this new one

Re: NO CONNECTION YET

Bill10 — Sat, 25 Jun 2022 14:43:21 GMT

It is a brand new phone, everything else is working, it a new activation. I have no new messages on my phone and my alternate phone # also did not receive any messages either.

Re: NO CONNECTION YET

Bill10 — Sat, 25 Jun 2022 14:45:09 GMT

I bought the phone new, purchased a PM SIM card online, waited for it to arrive and I activated the SIM card yesterday and have a newly created PM account.

Re: NO CONNECTION YET

esjliv — Sat, 25 Jun 2022 14:49:33 GMT

@Bill10 wrote:
I bought the phone new, purchased a PM SIM card online, waited for it to arrive and I activated the SIM card yesterday and have a newly created PM account.

@Bill10 - log into self serve: https://selfserve.publicmobile.ca/Overview/

and confirm your account status is Active.

If active, try:

restart your phone
toggle into and out of airplane mode
perform a Reset of the device's Network Settings
remove the SIM card and try it into another phone to see it if works
Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/ (IT SHOULDN'T be if you purchases through PM, but check anyhow, if nothing else is working)

If the SIM card does not work inside another compatible phone, then submit a ticket with CSA to check your account.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

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

edit, if you purchased 2nd hand elsewhere could the phone be locked to it's previous provider?

Re: NO CONNECTION YET

MrSpock — Sat, 25 Jun 2022 14:50:59 GMT

@Bill10 if nothing works at all it could be a provisioning issue you will need to open a ticket, to speak to a customer service agent Click here or if you are having issues with Simon you can send private message to a CS Agent here: https://bit.ly/2GGCJzH

Re: NO CONNECTION YET

BKNS27 — Sat, 25 Jun 2022 14:56:02 GMT

@Bill10

Try rebooting your phone after activation of the SIM by powering off then wait 2 minutes and power back on.

Re: NO CONNECTION YET

softech — Sat, 25 Jun 2022 14:56:41 GMT

@Bill10 does the phone status on top show No Network or SIM not provisioned? Open a ticket with PM support

Likely it is a problem with provisioning of thr sim card, nut it is an easy fix for PM, you just need to open ticket with then

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: NO CONNECTION YET

dust2dust — Sat, 25 Jun 2022 17:12:18 GMT

What's the make and model of the phone? Be specific as there can be subtle variations.

Are you possibly in MB?

Re: NO CONNECTION YET

Bill10 — Sun, 26 Jun 2022 15:21:59 GMT

I really need to talk to a live agent as I still haven't been able to transfer my phone number. I missed the request to authorize the transfer and I need to have PM re-initiate the transfer request