topic Re: need PUK code in Get Support

need PUK code

serpentsnoir — Sun, 11 Sep 2022 13:33:11 GMT

simon tells me to open a ticket to get my PUK code. he gives me a link. i click the link. it asks me to sign in to my community account. it won't accept my userid and password. so i reset it. i go thru the whole process again.

Re: need PUK code

RossN — Sun, 11 Sep 2022 13:37:03 GMT

@serpentsnoir hi what type of puk code are you simlocked or did you just start using a phone from a different provider if it is the second one then you must contact old provider to get unlock code what type of phone is it?

Re: need PUK code

Yummy — Sun, 11 Sep 2022 13:52:34 GMT

Sometimes ticketing does not work as expected even though it is preferable way to communicate with agents.

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: need PUK code

esjliv — Sun, 11 Sep 2022 13:56:27 GMT

@serpentsnoir - your repeated statements really make your point. 🙂

When asking for your userid and password, instead of letting autofill take care of it, can you enter "serpentsnoir" and password manually and see if that gets you further?

Ensure you are using Community credentials and not My Account ones.

Re: need PUK code

hTideGnow — Sun, 11 Sep 2022 14:12:46 GMT

HI @serpentsnoir So, the truth has to be repeated 3 times? LoL

There are different kind of PUK and one of them , PM can help, others, NO

So, what is the exact message you got? please copy here ONCE and we can tell you if PM can help

Re: need PUK code

Alexandf — Sun, 11 Sep 2022 21:29:12 GMT

@serpentsnoir

Try different browser. Try incognito mode. Clear browser cache,cookie, Try refresh.

PM support send private message CS_Agent at:

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

(envelope icon on the top right) CS_Agent will reply you there.