topic Re: can't connect to Publice mobile network in Get Support

can't connect to Publice mobile network

alberty305 — Mon, 10 Apr 2023 17:00:34 GMT

I transferred and activated my phone service on Apr 5, 2023, Unfortunately I had been unable to connect to

the Public Mobile Network. The Data Usage on my phone on Apr 10 shows "0 B of data used". I had reset the systom as per the recommendations of Public. However, it's still not working. My phone is Moto G8 Power Lite. It has been working fine with the previous service provider.

Re: can't connect to Publice mobile network

Meow — Mon, 10 Apr 2023 17:02:26 GMT

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Confirm first if your account is active and how many data allowance you have.

Re: can't connect to Publice mobile network

softech — Mon, 10 Apr 2023 17:04:43 GMT

@alberty305 is the voice service working?

does the phone showing not connected to P network?

could be just a sim card provisioning problem, it is an error fix for PM support. Please open ticket with them

1. Please open ticket via Chatbot (requires access to My Account): click this Chatbot Ticket Link

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

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: can't connect to Publice mobile network

BKNS27 — Mon, 10 Apr 2023 17:05:28 GMT

@alberty305

If you replied to the text confirming you are porting over to PM with YES within the 90 minute time frame then porting was successfully then reboot your phone by powering off the phone then back on.

If that didn’t work, try resetting the Network on your phone.

If all fails then contact a CS_Agent to look into it for you. It could be a backend/provisional issue.

Re: can't connect to Publice mobile network

hycm53 — Mon, 10 Apr 2023 17:10:07 GMT

@alberty305 Check your phone's network settings, make sure it's connect to Public Mobile or manually connect to Public Mobile.

Re: can't connect to Publice mobile network

alberty305 — Mon, 10 Apr 2023 18:49:49 GMT

1. Yes, the voice service is working.

2. The phone is showing connected to Public Network.

3. I inserted the SIM card into another phone. Same problem - could not connect to mobile network.

4. I also put back the original SIM card from the previous service provider (Freedom). It shows cannot connect to any network, meaning this SIM card (phone no) had been unlocked by the previous service provider?

Re: can't connect to Publice mobile network

softech — Mon, 10 Apr 2023 18:55:49 GMT

@alberty305 your 1 and 2 confirmed that sim is in fact working but not understand why you said 3 saying the sim is not connected to PM. If sim not connected, voice won't work

Two questions, you can receive incoming calls on your PM sim?

and what brand and model your phone??

and can you post a screenshot showing the error about not connecting to network?

Re: can't connect to Publice mobile network

alberty305 — Mon, 10 Apr 2023 19:01:53 GMT

Yes, I can make or receive phone calls on PM sim.

My phone is Moto G8 Power Lite. Don't know where to find the model.

Re: can't connect to Publice mobile network

softech — Mon, 10 Apr 2023 19:06:10 GMT

@alberty305 it could be a phone compatibility issue on LTE. Try to change your Preferred network type or Network mode to 3G only and see if it works

Re: can't connect to Publice mobile network

softech — Mon, 10 Apr 2023 19:11:40 GMT

@alberty305

I can't find much about your phone, but look like this is what it has for LTE BOLD are compatible ones.

LTE Cat4 (Bands 1, 3, 5, 7, 8, 20) TD-LTE (Bands 38, 39, 40, 41)

And FYI PM needs these bands on LTE

4G/LTE: B2 (1900), B4/B66 (2100 or 1700), B5 (850), B7 (2600), B12/B17 (700), B13 (700), B29 (700-Suppl. DL), B30 (2300)

Any phone should ideally have 3G B2, B5 and LTE B4 (or B66 instead of B4), B12 (or B17 instead of B12) for minimum coverage.

Re: can't connect to Publice mobile network

alberty305 — Mon, 10 Apr 2023 19:16:05 GMT

I changed the Preferred Network Type to 3G. Not working. Still cannot connect to Public Mobile Network.

Re: can't connect to Publice mobile network

softech — Mon, 10 Apr 2023 19:18:26 GMT

@alberty305 it is weird why it shows not connecting but you are getting voice call

Can you post a screenshot?

at the same time, open ticket with PM support and have them to reprovision the sim

Re: can't connect to Publice mobile network

gpixel — Tue, 11 Apr 2023 01:18:58 GMT

@alberty305

you probably need to edit your apn settings

Re: can't connect to Publice mobile network

hTideGnow — Tue, 11 Apr 2023 01:29:57 GMT

HI @alberty305

do you see a screen asking you to login when you tried to access internet via your browser? If you see the login screen, it means you used up your data

are you on $15 plan with 250Mb of data? That is not a lot of data and can easily be all used up quickly

Please check My Account again using Incognito/Private/Secret browser mode and check your data again, maybe it is not showing 0Mb data used any more

Re: can't connect to Publice mobile network

maximum_gato — Tue, 11 Apr 2023 08:19:39 GMT

If at first you don't succeed try, try again. System wouldn't let me post.....?

@alberty305

Can you send/recieve MMS? Have you enabled mobile data on your phone? According to the specs I found for your phone you are fully compatible with public mobile.

See follow up post....the spam filter is telling me I cannot exceed 20,000 characters?!! As in too many B's and digits.

I suspect @gpixel is correct and you need to edit your APN. If your phone won't let you edit your APN because it's greyed out first check and see if you can update your OS software (Android9?) and see if it changes your ability to edit your APN. Compare it to the following APN settings on my moto g7+......

Now can I post?

Edit:

The spam filter will not let me post the compatibility bands or the APN. The community sure is Grrrreat!! 🐯

Edit:

Compare your APN to this one....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Sim-card-issues/td-p/706561/page/3#M479666

Edit:

Specs for your phone....

https://www.devicespecifications.com/en/model/ac33534a

After you compare your APN and can edit then...

Save and reboot your phone. If you still cannot edit your APN your old freedom Sim card will come in handy (Do not throw it away as it will help you update your APN now and in the future?) We can talk you thru that if needed or you can get customer support to text you a configuration file to update your carrier file.

Welcome to Public Mobile!

Re: can't connect to Publice mobile network

alberty305 — Mon, 24 Apr 2023 00:36:16 GMT

The problem has been tackled with by replacing my cell phone. The old phone (Motorola Moto G8 Power Lite, Model XT2055-2) may not be compatible with the Public Mobile Network. The new phone (Samsung Galaxy A52, Model A525M/DS) is now working very well with the Public mobile network. Thanks to all the friends for your kind responses.