topic Still no phone service!! in Get Support

Still no phone service!!

Carla-Anne — Sun, 28 May 2023 20:37:12 GMT

Please help us! My daughter activated her phone yesterday. The payment went through. It’s been nearly 24 hours and she cannot make or receive calls or texts. But she needs the phone for work.

PLEASE HELP.

Re: Still no phone service!!

Handy1 — Sun, 28 May 2023 20:38:22 GMT

@Carla-Anne Has she rebooted the phone ? Was it a new number or ported in number ? If you need support here the link

while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Re: Still no phone service!!

computergeek541 — Sun, 28 May 2023 20:45:12 GMT

@Handy1 wrote:
@Carla-Anne Has she rebooted the phone ? Was it a new number or ported in number ? If you need support here the link
while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

While a porting issue is possiblie, that wouldn't prevent calls from being made or text messages from being sent.

Re: Still no phone service!!

hTideGnow — Sun, 28 May 2023 20:47:53 GMT

Hi @Carla-Anne you can try the sim in another phone just to be sure. But lookblike a setup problem and you need agent to double check the activation

Message them early

Re: Still no phone service!!

Carla-Anne — Mon, 29 May 2023 01:44:40 GMT

@computergeek541 and @Handy1 She has rebooted the phone. We’ve tried everything we know. I did submit a ticket. They asked for more info and then …. Nothing. She moved her phone number from the previous provider to the new eSim. So she’s trying to use her old number. The old provider says she’s been successfully moved over. But still cannot accept or receive calls or texts.

Re: Still no phone service!!

Carla-Anne — Mon, 29 May 2023 01:45:07 GMT

@hTideGnow It’s an eSim so we can’t easily try it in another phone. We’ve tried to get in touch with an agent. But so far nothing.

Re: Still no phone service!!

Carla-Anne — Mon, 29 May 2023 01:43:49 GMT

@hTideGnow What time is early? Where are they located? What time zone?

Re: Still no phone service!!

hTideGnow — Mon, 29 May 2023 01:44:28 GMT

@Carla-Anne you have opened a ticket yet?

agent are on EST

(eSim , not easy to check on another phone. This is why I don't like eSIM. LoL)

Re: Still no phone service!!

Carla-Anne — Mon, 29 May 2023 01:49:34 GMT

@hTideGnow Yes we tried. I got a reply asking for account number, pin, etc etc … answered their requests and then nothing. No reply. Nothing.

we don’t live close to an area that sells physical SIM cards. It’s over an hour one way. We ordered one for my husbands phone and it took almost 3 weeks to get here. So we thought eSim would be a faster more efficient option. Clearly … I am VERY unimpressed.

@hTideGnow Do you know what hours they keep? Like what’s the best time to contact them again?

Re: Still no phone service!!

Handy1 — Mon, 29 May 2023 01:50:40 GMT

@Carla-Anne While waiting for support , to respond again , you can try to reset network setting and see if that helps .. and maybe try turning airplane mode on and off again

Re: Still no phone service!!

hTideGnow — Mon, 29 May 2023 01:52:36 GMT

HI @Carla-Anne Support usually closed at 10PM EST

reply them now, don't wait

if no reply tomorrow, then reply back again tomorrow morning

Re: Still no phone service!!

softech — Mon, 29 May 2023 01:52:39 GMT

@Carla-Anne

you can buy a PM sim via Amazon

Amazon.ca:
https://www.amazon.ca/gp/product/B07R6P5KBB/ref=ox_sc_act_title_1?smid=AD2L5SKHPCC6Q&psc=1 (Free Prime Shipping)

Re: Still no phone service!!

Carla-Anne — Mon, 29 May 2023 02:04:55 GMT

@hTideGnow and @Handy1 We did a network refresh and did another reassign of the primary network and it’s working now!

you have been so helpful. Thank you very much!

Re: Still no phone service!!

Handy1 — Mon, 29 May 2023 02:06:21 GMT

@Carla-Anne We Happy you got it all sorted out

Re: Still no phone service!!

Carla-Anne — Mon, 29 May 2023 02:06:21 GMT

@softech @I had no idea!! That is super great to know. Thank you!

Re: Still no phone service!!

hTideGnow — Mon, 29 May 2023 02:06:33 GMT

thanks @Carla-Anne for the update and glad it is working!! Enjoy the new network!

Re: Still no phone service!!

softech — Mon, 29 May 2023 02:07:39 GMT

@Carla-Anne you don't need it now (but GOOD)

but keep that in mind in case you have any friends want to join and need a physical sim