topic Re: PUK locked out in Get Support

PUK locked out

buff5799 — Mon, 18 Jul 2022 15:19:26 GMT

Telling me I need to get a moderator to give me access. I was locked out despite using the PIN number, can can someone please provide me with one.

Re: PUK locked out

dust2dust — Mon, 18 Jul 2022 15:24:42 GMT

What is the exact message your phone is giving you? Some are different needs. Did you ever set up the sim security on the phone where you have to enter a code to use the phone from a restart?

Re: PUK locked out

Yummy — Mon, 18 Jul 2022 15:24:56 GMT

Most likely you PIN code is entered incorrectly multiple times and hence locked (except for emergency calls) and requires a PUK (Personal Unlock Key) to reactivate it.

You will need to open a ticket with PM and their Customer Support could assist:

To contact CSA-agent, there are 2 methods:

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

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking Here

Find your PUK: https://www.publicmobile.ca/en/on/get-help/articles/where-to-find-your-puk

- SIM network PIN blocked. Enter SIM network PUK - is asking for the phone’s (often Samsung) “master code" after entering the wrong code too many times. Samsung and/or your previous carrier can give you this.

- SIM network unlock PIN" is asking for your previous carrier's unlock code - just contact them with your IMEI (dial *#06# to get it) and they'll give it to you. If you enter this incorrectly too many times, you'll get the error message above.

- PIN unlock key (PUK) is a SIM-specific code used to prevent unauthorised use of a SIM card.

The PIN (Personal Identification Number) enables secure access to the SIM card and network. It is provided with your SIM card.

If the PIN code is entered incorrectly 3 times, the phone is locked (except for emergency calls) and requires a PUK (Personal Unlock Key) to reactivate it.

Once the PUK is recovered and validated, you will be asked to choose a new PIN.

Only Public Mobile's Customer Support Agents (CSA) can give you this type of code, which the device manufacturer cannot.

Caution! If the PUK is entered incorrectly 10 times in a row, the SIM card becomes unusable.

Re: PUK locked out

RossN — Mon, 18 Jul 2022 15:25:22 GMT

@buff5799 hi if you locked your phone

ask a cs agent tunlock it for you

contact a customer service agent

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

2. alternatively you can private message them here

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

check your community envelope for a reply

Re: PUK locked out

buff5799 — Mon, 18 Jul 2022 16:16:54 GMT

It was an iPad Air initially but now it is in a iPhone 6 and the sim is locked. Asking for a PUK number.

Re: PUK locked out

buff5799 — Mon, 18 Jul 2022 16:18:35 GMT

I can’t even create a ticket as it is giving me an error when I hit submit. I am using the SIM card number and the pin I created when I activated the account.

Re: PUK locked out

Timer — Mon, 18 Jul 2022 19:16:54 GMT

@buff5799

ticket issue send by CS_Agent

Re: PUK locked out

hTideGnow — Mon, 18 Jul 2022 19:20:29 GMT

Hi @buff5799

to open ticket with Pm CS agent:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: PUK locked out

BKNS27 — Mon, 18 Jul 2022 22:45:55 GMT

@buff5799

Did you just purchased the iPhone 6?

If the SIM worked in your iPad, It sounds like the phone is locked. If this is the case, it will need the carrier that locked the phone to unlock it.