topic Re: Network is not connected in Get Support

Network is not connected

Kdhd — Mon, 04 Sep 2023 22:59:31 GMT

My wife’s phone is subscribed but no service

Re: Network is not connected

Kdhd — Mon, 04 Sep 2023 23:00:33 GMT

Also it shows SOS in status bar

Re: Network is not connected

Handy1 — Mon, 04 Sep 2023 23:02:31 GMT

@Kdhd Try rebooting the phone or reset network settings . If not luck please submit ticket with support to help

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Network is not connected

Kdhd — Mon, 04 Sep 2023 23:04:25 GMT

Sorry but I have tried rebooting and resetting internet. I only subscribed 2 days ago called and cancelled Rogers. It was working for only about 2 hours and then SOS.

Re: Network is not connected

Chalupa_Batman — Mon, 04 Sep 2023 23:07:05 GMT

It sounds like the port didn't fully complete. I will send you the phone number to contact the porting team.

However your Rogers account needs to be active to port the number. If it's not active, you will not be able to port.

Re: Network is not connected

Meow — Mon, 04 Sep 2023 23:08:04 GMT

1. Confirm your PM account is Active logging to PM.
2. Try your SIM in another phone.
3. Call your number from another phone and see where call is going. Maybe porting number was not successful.

Re: Network is not connected

Kdhd — Mon, 04 Sep 2023 23:08:04 GMT

I subscribed both my phone and my wife’s and my phone is the one I am communicating on is working perfect but it’s my wife’s phone that disconnected

Re: Network is not connected

dust2dust — Mon, 04 Sep 2023 23:10:36 GMT

This will be one of the problems. The port didn't seem to complete but the big error is manually cancelling the old service. A successful port would also close the old account. Never manually close an account when are wish to keep the number.

Re: Network is not connected

Kdhd — Mon, 04 Sep 2023 23:15:26 GMT

thanks Ken. Can I call this number now to try and resolve my problem?

Re: Network is not connected

Chalupa_Batman — Mon, 04 Sep 2023 23:17:01 GMT

I think it may be after hours due to it being a holiday. But give it a try and see what happens. Worse case you have to call in the morning.

Re: Network is not connected

computergeek541 — Mon, 04 Sep 2023 23:22:44 GMT

@Kdhd wrote:
thanks Ken. Can I call this number now to try and resolve my problem?

Please do not contact the Telus porting team for issues such as this. They cannot assist with issues such as having no service/having no network connection. While there could be a porting issue, you wouldn't want the port to complete now (if it hasn't yet) because that means that your Rogers service would stop working. Not being able to connect to a the network is purely an issue that Public Mobile's customer support agents need to handle.

Re: Network is not connected

dust2dust — Mon, 04 Sep 2023 23:19:09 GMT

You're going to need to call Rogers back and see if you can restart the plan. You can't port inactive numbers.

Re: Network is not connected

Chalupa_Batman — Mon, 04 Sep 2023 23:37:59 GMT

Hey guys. I didn't see the part where he said he cancelled. I missed that part after I posted as someone was at my door.

@Kdhd You said YOU cancelled the Rogers service? Or was it cancelled once you requested a port?

Re: Network is not connected

dust2dust — Mon, 04 Sep 2023 23:49:55 GMT

@Chalupa_Batman- I'm not actually sure what happens when an account is cancelled with an incomplete port. Wouldn't the number still kind of work here if only for Telus family callers etc? And outgoing? I guess we'll see if he gets the Rogers account going and tries to port again.

Re: Network is not connected

Chalupa_Batman — Mon, 04 Sep 2023 23:52:26 GMT

This could be a complete nightmare for him as Rogers isn't the easiest company to deal with. From experience.

Re: Network is not connected

Kdhd — Mon, 04 Sep 2023 23:54:12 GMT

So far the last 2 days have not been a nightmare but night TERROR! Lol

Re: Network is not connected

computergeek541 — Tue, 05 Sep 2023 02:31:12 GMT

@dust2dust wrote:
@Chalupa_Batman- I'm not actually sure what happens when an account is cancelled with an incomplete port. Wouldn't the number still kind of work here if only for Telus family callers etc? And outgoing? I guess we'll see if he gets the Rogers account going and tries to port again.

Public Mobile would eventually force the customer to take a new phone number. Either way, the customer needs to figure out why the Public Mobile service isn't working and get that fixed before Public Mobile customer service requests the number porting to be re-done.

Re: Network is not connected

dust2dust — Tue, 05 Sep 2023 04:56:10 GMT

computergeek541: Yes, I understand eventually. But it should work in that meantime for outgoing....if it worked of course. 🙂

Re: Network is not connected

Kdhd — Sun, 10 Sep 2023 13:56:19 GMT

Thanks kindly to all that assisted me in solving my issue. The phone works like a charm. I had to purchase a SIM card at a Telus store. For some reason the esim would not take