topic Re: Phone not working in Get Support

Phone not working

Rie — Tue, 13 Sep 2022 14:04:18 GMT

Y can I not make, recieve or text on my phone. Says my account is active

Re: Phone not working

Yummy — Tue, 13 Sep 2022 14:06:30 GMT

Does your phone says you are connected to Public Mobile?

When did you join PM?

Did you port your number recently?

Can you try your SIM in another phone?

Re: Phone not working

softech — Tue, 13 Sep 2022 14:07:50 GMT

@Rie just want to confirm if you just activated your line? or you are existing subscriber and it was working great before?

First , any error message on the phone status on top of the screen? Message like SIM not provisioned? No Network? No SIM? Any status bars showing it is connected to PM?

Also, did you login to My Account and confirm if the account status is Active? If it is showing Suspended, it might be a payment issue, possibly a Pre-Authorized payment failure. In that case, you will need to manually pay by clicking on the button "Reactivate my plan"

If it shows account active, then try to reboot your phone once

Still fails, try to reseat your sim card. Power off the phone first, then remove the sim card for a mins, then put the sim card back and power up

Of if you have another phone, try to put your PM sim card there to test

If none of these help, please open a ticket with PM Support:

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: Phone not working

Rie — Tue, 13 Sep 2022 14:08:28 GMT

Yes it says activated. 4 years. No. No

Re: Phone not working

Yummy — Tue, 13 Sep 2022 14:13:28 GMT

@Rie wrote:
Yes it says activated. 4 years. No. No

Does anything works at all?

Can you receive/make calls? Does internet works?

Did you try to reboot phone?

Can you try to re-seat SIM (remove it, try to blow away potential dust, clean SIM's contacts) - remove SIM and put it back.

Re: Phone not working

softech — Tue, 13 Sep 2022 14:15:15 GMT

@Rie please try the couple steps I mentioned above

1. Reboot

2. Reseat

3. Try putting PM sim card in another phone

also add to it, if possible, please try your phone again in another area. It could be just local network issue and it might work without problem in another area