topic Re: New Sim not working in Get Support

New Sim not working

ekilfoyl — Thu, 09 Mar 2023 13:08:32 GMT

One my 3rd successful activated public mobile SIM and it won't work in my iphone 8 or any other phone that's already on public mobile network. Tried all the troubleshooting steps available and nothing works. Seems to be a back end issue, no clue.

Re: New Sim not working

softech — Thu, 09 Mar 2023 13:12:06 GMT

@ekilfoyl any error on the phone status on top? like Sim Not provisioned? No Sim? No network?

since you tried different phones and it is a new activated sim, likely it is a sim card provisioining issue. No worry, it is an easy fix on PM side, you just need to engage them via Chatbot

1. Please open ticket via Chatbot (need 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 have trouble with Chatbot or you don't have access to My Account: 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 to you there

Re: New Sim not working

BKNS27 — Thu, 09 Mar 2023 15:44:38 GMT

@ekilfoyl

Check to see if there is an Telus outage in your area:

https://istheservicedowncanada.com/status/telus/map

Re: New Sim not working

benfatto — Thu, 09 Mar 2023 17:19:06 GMT

It's rare but your SIM may have failed. Unfortunately replacing it means purchasing a new SIM.

As a precaution confirm the last 4 digits on your current SIM match those in your account profile. A mismatch could mean some is trying to take over your account.

Re: New Sim not working

ekilfoyl — Fri, 10 Mar 2023 01:46:19 GMT

Hello,

Phone still says SOS.

Re: New Sim not working

BKNS27 — Fri, 10 Mar 2023 01:53:16 GMT

@ekilfoyl

Check to see if your phone is locked by another carrier. Go to Settings>General>About>Carrier Lock…If it shows No SIM Restrictions then it is unlocked. If is locked, it will show the carrier that locked the phone and you need to contact the carrier to unlock your phone.

If there is No SIM Restrictions, there maybe a provisional issue with your SIM and need to contact a CS_Agent by submit a ticket on SIMon Chatbot bottom of page or private message them on the envelope icon above.

Re: New Sim not working

softech — Fri, 10 Mar 2023 05:32:19 GMT

@ekilfoyl wrote:
Hello,

Phone still says SOS.

@ekilfoyl have you open ticket with PM support yet? As mentioned earlier, it looks like a problem with sim provisioning. Unfortunately, we are just customers here and you need to engage PM support for quick help from them. Please open ticket with them as mentioned on my post above