topic Re: Cannot Connect to Network in Get Support

Cannot Connect to Network

LivyBug — Fri, 15 Jul 2022 01:15:57 GMT

Hi there, I've got my new sim card in, and it recogizes the carrier but won't connect to the network. I have an iphone 11. I have restarted the phone, not locked, auto-connect to network. Tried it in another phone and won't work there either.

Also cannot access help, the link to set up a ticket is broken in two different browers. I'm new and frustrated.

Re: Cannot Connect to Network

Dunkman — Fri, 15 Jul 2022 01:06:51 GMT

@LivyBug

Sorry to hear about your troubles. More details would be helpful.

Did you just activate a new account? With new PM number or did you port over a number?

Any issues wth activation? Was your credit card charged? More details, the better.

Thanks

Re: Cannot Connect to Network

LivyBug — Fri, 15 Jul 2022 01:13:02 GMT

Yes, the account was just activated about an hour ago online. I signed up for a new number with PM. No issues with activation, seems to be the sim card not accessing the network. And yes credit card was charged.

Re: Cannot Connect to Network

softech — Fri, 15 Jul 2022 01:16:47 GMT

@LivyBug what is the message on the phone status screen? No SIM? No Network? SIM not provisioned?

try to reseat the sim once and see how it goes. Power off the phone, take the sim out for a minute and power it back on

If you have another phone around, try to put the PM sim in the second phone and see if it works there

Re: Cannot Connect to Network

BKNS27 — Fri, 15 Jul 2022 01:22:27 GMT

@LivyBug

Sounds like you did everything right but did you power off the phone before putting the SIM into the phone?

Try holding down the power button then wait 2 minutes and power the phone back on.

Re: Cannot Connect to Network

Dunkman — Fri, 15 Jul 2022 01:24:03 GMT

@LivyBug

Some more answers for Softtech questions would be helpful.

If you tried SIM card in another phone, that means likely a PM Service issue (versus hardware setup issue)

Maybe an account provision issue.

If submitting a ticket not working, you can send a private message:

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

CSA may ask a few questions to verify account ownership and then should be able to help you. Response times can take a few hours. Check your private message inbox (envelope in upper right corner of website).

Re: Cannot Connect to Network

LivyBug — Fri, 15 Jul 2022 01:24:22 GMT

It says no service. I have tried putting it back in about 2 times and tried with my Mom's phone, it doesn't work in hers either. I tried turning it off and popping it out and then turning it back on again as suggested. It reads No Service.

Thanks for helping btw.

Re: Cannot Connect to Network

LivyBug — Fri, 15 Jul 2022 01:25:51 GMT

Thank you for your help.

Re: Cannot Connect to Network

LivyBug — Fri, 15 Jul 2022 18:20:44 GMT

I tried sending a message yesterday after you suggested and still have not received a response.

Re: Cannot Connect to Network

softech — Fri, 15 Jul 2022 18:24:30 GMT

@LivyBug Did you check the Community inbox? CS Agent reply there and NOT via email

If there is really no reply in the Community inbox there, don't hesitate to open another ticket or message them again

Re: Cannot Connect to Network

LivyBug — Fri, 15 Jul 2022 18:26:20 GMT

Hi, thanks for responding, Yes that is where I am looking and not getting a response. When I tried to open the ticket link, it breaks and doesn't work for me.

Re: Cannot Connect to Network

LivyBug — Sat, 16 Jul 2022 15:19:55 GMT

I've had contact from the email team and had my account reprovisioned and now have a cell phone. Thanks for all the help.