topic Re: Connecting in Get Support

Connecting

gtgwilt — Sat, 01 Jul 2023 16:06:19 GMT

I switched to public, checked that my phone was unlocked, and the payment has gone through. My phone indicates that the carrier is public, but I can’t connect to the network. It’s showing ‘SOS only’ can anyone help where it would show the network. Can anyone help?

Re: Connecting

softech — Sat, 01 Jul 2023 16:08:59 GMT

@gtgwilt try clicking Reset All Networks and see how it goes

Also, the phone used in another Network before? for peace of mind, check if phone is blacklisted

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

(f it is clean, and still not connect, open ticket with support

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Connecting

gtgwilt — Sat, 01 Jul 2023 16:21:29 GMT

Thank you! I will try all these.

Re: Connecting

TrevorF1980 — Sat, 01 Jul 2023 21:32:32 GMT

This happened to me too and it was because I'd screwed up getting the esim activated. If you only activated recently, it's possible that the number porting is taking longer than usual. (Apparently, it can take up to 2 or 3 hours) I had to set up the esim manually via a qr code. If you're working with a physical Sim, and it was a while ago that you activated and ported your number, you'll probably need a ticket with customer service.

Re: Connecting

gtgwilt — Sun, 02 Jul 2023 16:10:05 GMT

Thanks so much! It is a physical sim and I have a feeling this may be what’s happening. I entered the sim number when prompted but never did see, or missed, the prompt for when to insert the sim, so I completed the transfer and realized I hadn’t put it in. I put it in after the process was done - hope they can help. I must admit that doing all of this virtually without talking to a human is really hard.

Re: Connecting

gtgwilt — Sun, 02 Jul 2023 16:11:31 GMT

I think I’ve submitted a ticket, where do I look for that? And do they work on weekends?

Re: Connecting

computergeek541 — Sun, 02 Jul 2023 16:20:42 GMT

@gtgwilt

Customer support agents are available every day of the year, inclusing weekends and holidays.

Re: Connecting

softech — Sun, 02 Jul 2023 16:24:30 GMT

@gtgwilt wrote:
I think I’ve submitted a ticket, where do I look for that? And do they work on weekends?

@gtgwilt if you messaged them, you can confirm it on your Sent box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage/tab/outbox

Also, monitor your inbox for PM's reply

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Connecting

TrevorF1980 — Sun, 02 Jul 2023 22:39:58 GMT

They'll definitely help. It took longer than I wanted buy once they'd verified my account and confirmed the issue, the fix was fast.

It is really hard to do virtually and would be almost impossible without some level of comfort with tech. But that's also why PM is cheaper. And, I've been really happy with the coverage, usage, and speeds since I switched.