topic Re: phone not able to connect via network in Get Support

phone not able to connect via network

ChrisSteeves98 — Fri, 16 Sep 2022 11:21:06 GMT

I have my credit card on file.....issued payment....twice bought voucher.....phone still will not connect to network

Re: phone not able to connect via network

softech — Fri, 16 Sep 2022 11:51:32 GMT

@ChrisSteeves98 wrote:
I have my credit card on file.....issued payment....twice bought voucher.....phone still will not connect to network

@ChrisSteeves98 phone still not connected to the network could be a technical issue and not payment issue

When you login to My Account, do you see the account status showing as Active? if so, it is not a payment issue

Now, check the phone.

First, what brand and model is the phone? did it ever work on Public Mobile network before? Did it ever able to connect here?

Try to reseat the sim card. Power off, take sim out for a minute, then put it back and power on

Next to try , put your PM sim card in another phone and see if it works

Also, you can try to put another active sim card from another carrier to your phone and make sure it is not a device issue

let us know the result and we can try to help further

Re: phone not able to connect via network

ChrisSteeves98 — Fri, 16 Sep 2022 12:13:52 GMT

Account states active....says I have a 50 balance on my account (this makes sense since it was paid via credit card & I added a voucher just incase)

samsung 20fe has been on Public Mobile since december 2021

rest phone to see if it would "grab" the network.....nope

sim does not work in another phone but another sim will work in this phone

Re: phone not able to connect via network

softech — Fri, 16 Sep 2022 12:23:03 GMT

@ChrisSteeves98 wrote:

sim does not work in another phone but another sim will work in this phone

Ok, now it look like either a sim card problem or account problem.

Did you schedule a plan change on your renewal day and renewal day was yesterday? There have been some problem with situation like that yesterday

either way, open ticket with PM Support first:

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 able to connect via network

ChrisSteeves98 — Fri, 16 Sep 2022 12:26:57 GMT

YES I DID schedule a plan change on the date of renewal.....has this been rectified for other users.....i am going to switch providers if this is not taken care of as I use my phone for work!

Re: phone not able to connect via network

softech — Fri, 16 Sep 2022 12:31:49 GMT

@ChrisSteeves98 wrote:
YES I DID schedule a plan change on the date of renewal.....has this been rectified for other users.....i am going to switch providers if this is not taken care of as I use my phone for work!

@ChrisSteeves98 You got caught with the "Gltich of the week" 🙂

Open a ticket and they will resolve it. One member mentioned that they resolved the problem quickly.

Re: phone not able to connect via network

ChrisSteeves98 — Fri, 16 Sep 2022 12:34:11 GMT

Thanks,

great! I have been waiting 3.5 hours for this to be taken care of.....gawd! I missed a shift at work!

Re: phone not able to connect via network

softech — Fri, 16 Sep 2022 12:38:20 GMT

@ChrisSteeves98 honest, the helpdesk open at 7am. I would message them once again and "remind" them there is a ticket pending. Just message them

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

Re: phone not able to connect via network

ChrisSteeves98 — Fri, 16 Sep 2022 12:39:44 GMT

7am what time zone

Re: phone not able to connect via network

ChrisSteeves98 — Fri, 16 Sep 2022 13:21:50 GMT

where is customer service located

Re: phone not able to connect via network

esjliv — Sat, 17 Sep 2022 01:57:48 GMT

@ChrisSteeves98 -

Go to the Get Help pages: https://www.publicmobile.ca/en/on/get-help

Then type "customer support" in the search box.

You will see all the Customer Support Agent information there.