topic Re: No service!! in Get Support

No service!!

mycellphone — Tue, 04 Jan 2022 20:10:55 GMT

I recently had a discussion about the fact that I have no service with Public Mobile: I was advised by a PM member that my phone device was flagged lost/stolen and to go back to the store where I purchased the iPhone 5S.

Well I did that and it turns out that APPLE has not blocked this device due to loss or theft nor has any other site we tried with the IMEI. The only company that has blocked my device is Telus Canada and I want to know why???

Re: No service!!

mycellphone — Sat, 03 Sep 2016 01:41:23 GMT

I would like someone from Telus, who owns PM to investigate further instead of leaving me hanging like this. It would be greatly appreciated:)

Re: No service!!

McLaren — Sat, 03 Sep 2016 01:44:18 GMT

Did you purchase it directly from Telus? Do you have a receipt? You probably have to go to a Telus store or call them to check, i doubt PM will have authority to override the IMEI blacklist

Re: No service!!

imm1304 — Sat, 03 Sep 2016 01:45:47 GMT

Hey @mycellphone,

If I remember correctly, your phone's IMEI number was found to be blacklisted. Blacklist is a database of IMEI (serial) numbers of phones reported lost or stolen.

You learned that Telus has blacklisted your iPhone. Thats not surprising, because only the wireless carriers can add a phone to the blacklist database.

You can also check this for yourself by entering your iphone's IMEI number on this page: http://www.protectyourdata.ca/en/check-the-status-of-your-device-in-canada/

Did you buy this phone used? If yes, a dishonest seller may have sold you a blacklisted phone.

If you were previously with Telus and got the phone on contract, some carriers are known to place the subsidised phone on the blacklist if contract is broken and device subisdy is not repaid.

Re: No service!!

mycellphone — Sat, 03 Sep 2016 01:49:27 GMT

It was not a Telus store; it was a retailer that sold Apple and other unlocked devices; I was there today and the man was more that willing to help! It's Telus Canada that's blocking!

Re: No service!!

imm1304 — Sat, 03 Sep 2016 01:49:51 GMT

Telus is the parent company of PM. However, PM operates independently and doesn't communicate on behalf of Telus.

As @McLaren said above, you have to call Telus or walk into one of their stores and sort it out if you bought this phone from Telus.

Public Mobile wouldn't have placed your phone on the blacklist because for PM to do that, you would have to report it lost or stolen first. You can't possibly have billing dispute with PM either since PM is prepaid and doesn't sell phones on contract.. so basically, PM looks to be far removed from this issue.

Re: No service!!

mycellphone — Sat, 03 Sep 2016 01:52:26 GMT

The phone was brand new... I was never with Telus, I was with Fido and I cancelled my contract with them.

Re: No service!!

imm1304 — Sat, 03 Sep 2016 01:53:43 GMT

@mycellphone, the retail store owner has sold you a blacklisted phone. Thats very dishonest of him. He is not actually helping you at all by telling you that Telus blacklisted it.

Demand an exchange. Telus didn't magically just place a phone on a blacklist. It must have been reported lost or stolen or belonged to a delinquent account that owes Telus money.

In any case, a retail store should not be selling you blacklisted phones, its very dishonest and unethical. Once a phone is on the blacklist, no carriers in North America will let you use it to get any service.

Re: No service!!

imm1304 — Sat, 03 Sep 2016 02:05:41 GMT

Brand new phones are theoretically impossible to be on the blacklist. Someone has to have used your phone.. so this is further proof that the retailer is not honest with you.

There is 99.99% chance that the retail store sold you a used and blacklisted phone and lied about it. Only 0.001% chance that this is actually a genuine mistake.

You should either get this phone exchanged for another iphone 5s or you should call Telus and find out why a phone you bought from a store is blacklisted and ask them to remove it from the blacklist.

If I were you, I wouldn't take the extra headache of calling Telus and convincing them that you are not using a stolen device and have actually paid for it and send them proof of purchase.. at the end they may still refuse to remove it from the blacklist. I would go back to the store and exchange for another phone, make sure to put your sim card in and verify that its working before you leave the store. Or, get a refund on your phone.

Re: No service!!

mycellphone — Sat, 03 Sep 2016 02:07:07 GMT

It's funny how it got blacklisted recently, when I bought it in May and was using it until now. Meanwhile when I purchased the phone I was not alone in checking if the phone was blacklisted; it was not!! It's not the retailer that told me that it was Telus blocking it. I found proof myself before visiting the store today. There are many sites available for consumers to do that. I checked a few sites and Apple says it's clear, Canada National says it's clear; but a Global site says Telus Canada has blocked it. This phone was working for months before this happened.....

Re: No service!!

mycellphone — Sat, 03 Sep 2016 02:10:56 GMT

Just checked this site again, like I did earlier entered my IMEI and it says that my phone has NOT been reported lost or stolen!! Any other sites I can check?

Re: No service!!

mycellphone — Sat, 03 Sep 2016 02:11:51 GMT

And also says that it is not on the National Black list....

Re: No service!!

imm1304 — Sat, 03 Sep 2016 02:13:51 GMT

You didn't mention that you had been using the phone for months.

It sounded very much like you bought a phone and now you have no service and you learned that its blacklisted.

Your phone can be either iCloud locked, IMEI Blacklisted, or Network locked.

You verified that its NOT iCloud/activation locked. You also claiming that its NOT on the Canadian blacklist? Telus locked phones work without unlocking on PM, so a Telus network locked phone should have service using a PM sim.

Now I am not sure what it is thats preventing service on your phone. I was convinced that your iPhone is on the blacklist from the previous thread of yours.

Re: No service!!

imm1304 — Sat, 03 Sep 2016 02:19:50 GMT

easiest way to pin-point the problem to PM in this case would be to try a different sim card. If any friends or family can let you borrow their sim card for few minutes, you can test it out.. if you get service using their sim card, then its something wrong at PM's end.

I am curious, where did you learn that Telus has blocked your phone? I wanna go read up on that site as well if you give me the link.

Re: No service!!

mycellphone — Sat, 03 Sep 2016 02:29:14 GMT

The link is called: Free check Blacklist Mobile by IMEI/ESN/MEID: it checks US carriers, Canada Sweden and Japan. Give it a try. My husband and son are with Rogers and Fido. I have to wait and find someone with Koodo Or Telus to check the SIM.

Re: No service!!

mycellphone — Sat, 03 Sep 2016 02:31:35 GMT

Even the free iPhone IMEI checker came up as CLEAN under the blacklist status... It even pin pointed the Serial number of the phone and green light everywhere.

Re: No service!!

imm1304 — Sat, 03 Sep 2016 02:46:44 GMT

That doesn't get me to any link where it tells me who has blocked my phone right now.

You don't have to wait for a Telus or Koodo sim, test with your husband or son's sim card. If the phone is working fine, it will get service.

Re: No service!!

mycellphone — Sat, 03 Sep 2016 02:50:27 GMT

This phone I purchased is not unlocked: it works with Telus-Koodo and PM.

Re: No service!!

imm1304 — Sat, 03 Sep 2016 02:56:20 GMT

So, to recap, you bought a Telus locked iPhone 5S in May from a retail store.

You used this phone with your new PM account after you left Fido. This phone worked as expected for 2-3 months on public mobile network. And now suddenly its saying "No service". Your PM sim card works when you try with another phone.

Re: No service!!

mycellphone — Sat, 03 Sep 2016 02:58:48 GMT

Correct, as per your last response!