topic Re: Phone stuck in sos in Get Support

Phone stuck in sos

Peteresser — Thu, 30 Mar 2023 13:49:26 GMT

My phone is stuck in sis mode tried all the resets

Re: Phone stuck in sos

Dunkman — Thu, 30 Mar 2023 13:55:21 GMT

@Peteresser

When and where did you purchase your phone?

Did it work before?

By chance, is your phone blacklisted for some reason?

Check this website:

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

Re: Phone stuck in sos

Peteresser — Thu, 30 Mar 2023 13:56:11 GMT

Working fine for months until yesterday

Re: Phone stuck in sos

Dunkman — Thu, 30 Mar 2023 14:02:51 GMT

@Peteresser wrote:
Working fine for months until yesterday

@Peteresser

Is your account status active?

As mentioned, check the IME of your phone on the blacklist checker. Likely fine, but good to rule out.

Might want to try the SIM card in another working phone. This helps determine whether hardware issue versus PM service problem.

Re: Phone stuck in sos

Peteresser — Thu, 30 Mar 2023 14:05:50 GMT

Yes account is active I can try it in another phone to see what happens

Re: Phone stuck in sos

HALIMACS — Thu, 30 Mar 2023 14:09:58 GMT

Try the device checker first, @Peteresser

ESPECIALLY if you purchased the device from an unknown source ( ie not a retailer )

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

Re: Phone stuck in sos

Peteresser — Thu, 30 Mar 2023 14:11:15 GMT

Put SIM card in another phone and works fine

Re: Phone stuck in sos

Peteresser — Thu, 30 Mar 2023 14:14:10 GMT

Checked blacklist and not listed as lost or stolen

Re: Phone stuck in sos

hTideGnow — Thu, 30 Mar 2023 14:15:18 GMT

HI @Peteresser where you bought the phone from?

Check the devicecheck link provided above, it looks like blacklisted phone, especially if you bought privately

Re: Phone stuck in sos

hTideGnow — Thu, 30 Mar 2023 14:18:50 GMT

@Peteresser wrote:
Checked blacklist and not listed as lost or stolen

HI @Peteresser it could be a fault phone then.

See if you can find another active sim card and test this phone

Re: Phone stuck in sos

HALIMACS — Thu, 30 Mar 2023 14:19:00 GMT

@Peteresser

if the Sim card works in another device, then it’s definitely a device issue and not a public mobile service issue.

When you put the SIM card back in your original device, does service work again? The simple act of removing and reinstalling the SIM card may do the trick.

Re: Phone stuck in sos

Dunkman — Thu, 30 Mar 2023 14:19:20 GMT

@Peteresser wrote:
Put SIM card in another phone and works fine

@Peteresser

If your PM SIM card works in another phone, then it is a device/phone issue.

Good to hear that the phone is not blacklisted.

Did you try a factory reset of phone?

What model phone?

Re: Phone stuck in sos

Peteresser — Thu, 30 Mar 2023 14:20:48 GMT

Yes did the factory reset

and IPhone 13

Re: Phone stuck in sos

Peteresser — Thu, 30 Mar 2023 14:21:31 GMT

No it still says SOS after putting it back in

Re: Phone stuck in sos

Dunkman — Thu, 30 Mar 2023 14:33:59 GMT

@Peteresser

@Peteresser wrote:
Yes did the factory reset
and IPhone 13

Not a PM service problem.

So you may want to contact apple support to see what is happening.

Is phone still under warranty?

Re: Phone stuck in sos

softech — Thu, 30 Mar 2023 14:43:15 GMT

@Peteresser did you get the phone from Apple or from another provider?

and it is best to test your phone with another sim card if you can borrow one from your friend.

Re: Phone stuck in sos

Peteresser — Thu, 30 Mar 2023 15:36:07 GMT

Contacted Apple and they say carrier rejecting phone does PM have anyone we can actually talk to

Re: Phone stuck in sos

softech — Thu, 30 Mar 2023 15:37:24 GMT

@Peteresser that sounds like the phone was blacklisted

Please open ticket with PM support

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: Phone stuck in sos

Peteresser — Thu, 30 Mar 2023 15:38:53 GMT

I have checked the blacklist and phone is okay not listed as lost or stolen

Re: Phone stuck in sos

dust2dust — Thu, 30 Mar 2023 15:42:33 GMT

When you do a full power down restart do any messages appear? Have you tried another sim in the phone? Preferably Telus or Koodo?