topic Re: Phone service isn't working in Get Support

Phone service isn't working

Sweetdfergie — Mon, 12 Sep 2022 17:00:59 GMT

Hi I've haven't had phone service in a couple days I recently topped up my account and my sim card is not registering

Re: Phone service isn't working

computergeek541 — Mon, 12 Sep 2022 17:02:42 GMT

@Sweetdfergie wrote:
Hi I've haven't had phone service in a couple days I recently topped up my account and my sim card is not registering

Go to devicecheck.ca to check the status of your IMEI. Also, did the service only stop working when you were expecting the plan to renew?

Re: Phone service isn't working

hTideGnow — Mon, 12 Sep 2022 17:03:28 GMT

HI @Sweetdfergie are you new to Public mobile or existing customer just have problem?

It can be sim or device problem. First try to reseat the sim card with a reboot

And Do you have another phone to test the sim on another device?

If still with problem, open ticket with PM CS agent and they can check or reprovision your sim card:

open a 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: Phone service isn't working

Meow — Mon, 12 Sep 2022 17:17:52 GMT

Is your account Active?

Do you use 'new' phone or second hand? Maybe previous owner blackisted it whatever reason.

Can you try your SIM in another phone?

Re: Phone service isn't working

Sweetdfergie — Mon, 12 Sep 2022 18:47:34 GMT

I just got this phone I'm unfamiliar with a couple months ago but last month was working I'm unsure i i jt topped my account and changed the plan still no service is available my account said suspended a few days ago even I've been with public for less than a month

Re: Phone service isn't working

computergeek541 — Mon, 12 Sep 2022 20:47:48 GMT

Re: Phone service isn't working

esjliv — Tue, 13 Sep 2022 00:59:53 GMT

@Sweetdfergie wrote:
I just got this phone I'm unfamiliar with a couple months ago but last month was working I'm unsure i i jt topped my account and changed the plan still no service is available my account said suspended a few days ago even I've been with public for less than a month

@Sweetdfergie - did check if your device is now listed as blacklisted, as @computergeek541 already suggested to do? Even though the phone worked at first, if this is a 'new to you' phone and not a brand new purchase, it wouldn't hur to check, as phones can be blacklisted at any point if someone has access and means/reason to do it.

Here is a link you can check:

https://www.devicecheck.ca/check-status-device-canada/

But you are saying your account status in My Account is saying 'Suspended' now, is that right?

If it is Suspended status, you will need to make a manual payment to reactivate services if you past your renewal date.

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.

Or try

Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. Reboot your phone.

If still issues, submit a ticket with CSA via one of the methods @hTideGnow provided above.